DIRECTOR’S CORNER
Putting Customers First with Details That Say: You Matter

There is a kind of love that does not need a card or a celebration. It is the love that shows up when someone remembers how you like your morning, or asks about something that matters to you. That is what putting the customer first looks like. It lives in the details.

As we wrap up February, let's carry that spirit forward and keep focusing on truly knowing the people we serve. When we pay attention to the little things, we build something lasting. Thank you for the care and attention you bring every day.

Travis Toedtemeier
Founder/Director

FEBRUARY’S QUOTE
Theme: Customers First

NEWS AND HAPPENINGS
Pizza is Better with Friends at the River

UPCOMING EVENTS
We Expanded to Linn and Benton Counties! Come Have Some Fun!

Connections NW is now serving families in Linn and Benton County. Please join us for our first community events in beautiful Corvallis, OR. Our Business Developer Jennifer will be hosting these events and sharing information about Connections NW and the services we provide. She would love to meet you! 

Please join us as we walk, talk, and make new friends. Our Lane County walking group will meet monthly beginning on Monday, September 22nd. Location may vary. Please RSVP to [email protected] or 971-266-2866. All abilities are welcome to join the fun.

VALUES IN ACTION

The Details That Matter: Putting Your Customer First Every Day

The strongest relationships are built on knowing someone well. Not just the big things, but the little ones. A favorite song, a preferred seat, the way someone likes their morning to start. February is a month that celebrates love, and our core value of "Customer First" reminds us that love often shows up in the details. For adults with intellectual disabilities, being truly known by the people who support them builds trust, comfort, and connection. When DSPs (Direct Support Professionals) and case managers take time to notice what matters to each customer, they create care that feels personal rather than routine. Here are some practical ways to use those small details to strengthen the relationships you build every day.

1. Start Conversations Around Interests

Tip: Use what you know about a customer to spark natural, meaningful conversation.

How-to: If you know a customer loves animals, you might bring up a funny story about a dog you saw on the way to work, or ask them about their favorite animal. If a customer enjoys a particular TV show, try asking what happened in the latest episode. Let their interests guide the conversation rather than defaulting to task-focused interactions like "time to eat" or "let's get ready."

Customer First Focus: When we lead with a customer's interests instead of our agenda, we show them they are more than a care plan. We show them we see them as a whole person.

2. Remember and Reference Past Moments

Tip: Customers notice when you remember things that matter to them, and it can mean more than we realize.

How-to: Try referencing something a customer told you or something you experienced together. It can be as simple as, "Last week you told me you liked that song. Want to hear it again?" or "Remember when we tried that new walking route? Want to do that one today?" These small callbacks show that you were listening and that it stuck with you.

Customer First Focus: Remembering what a customer shared tells them their words have value. It reinforces that we are not just present, but paying attention.

3. Personalize Greetings and Goodbyes

Tip: A tailored hello or goodbye can set the tone for an entire interaction and leave a lasting impression.

How-to: Instead of a standard "good morning," you might try something specific: "Hey, did you watch your show last night?" or "I brought your favorite kind of tea today." At the end of a visit or shift, a personalized goodbye works the same way. Something like, "I hope you enjoy your afternoon. I know you like having quiet time after lunch," shows you know their rhythm.

Customer First Focus: A personalized greeting tells the customer they are not just another part of the routine. It signals that this interaction is about them, specifically.

4. Adapt Your Approach to the Individual

Tip: Not every customer responds to the same style, and being willing to adjust is one of the most meaningful ways to put someone first.

How-to: Some customers warm up to humor and lighthearted conversation. Others prefer calm, quiet interaction. Some enjoy being around activity, while others need space. Pay attention to what puts each person at ease and adjust your approach accordingly. You might also try asking a customer directly what they prefer when the moment feels right.

Customer First Focus: Adapting to each person rather than using a one-size-fits-all approach is at the heart of what "Customer First" means. It says: I am here for you, not the other way around.

Conclusion

The smallest details carry the biggest message: I see you, and you matter. Every preference we remember, every interest we reference, and every greeting we personalize builds a stronger relationship with the people we serve. In a month that celebrates love, we can carry that spirit of thoughtfulness into our work. Putting the customer first is not always about the big moments. Sometimes it is about the blue cup instead of the red one, the favorite song on a hard day, or the simple act of remembering what makes someone smile.

SUNSHINE AWARD
Susan

What is the best part about working with your DSP?

“My DSPs, they have taught me a lot of things. They have given me advice and helped me with a lot of stuff. They are there when I am just crying my eyes out and they reassured me I’d be okay. They've always given me advice and helped me to be more positive when things are hard.”

Do you have a hobby that brings you joy?

“Knitting. I like to make shawls and getting my yarn at Cozy Knitting. They have all my favorite yarn.” ❤️ 

If you could only eat one meal for the rest of your life, what would it be?

“I love pizza with pineapple and ham. It’s so good!”

What is your go-to song when you need to feel energized?

“I love Chicago!”

Thank you, Susan, for sharing your sunshine!🌞

DSP OF THE MONTH
Shannon

What do you like about working as a DSP?

"I love my career as a DSP for so many reasons. Watching the impact and emotional bonds made as well as significant strides my clients make toward emotional growth makes me feel like I’m making a difference in this world.”

FEATURED NEW HIRE
Alisa Dean

What are you looking forward to about working with us?

"The community involvement and continuing education.”

If you had to eat only one kind of food for a month, what would it be?

"I’d normally say Mexican, but changed my mind to fruit."

QUARTERLY CONTEST
Stir up Something Good: Our Winter Recipe Contest 

🏆 Quarterly Contest: Simple Recipe Contest

Sometimes the simplest recipes bring the most comfort. A warm drink on a cold day, a quick snack that always hits the spot, or a family favorite that's been passed down for years—we want to hear about yours!

Share your favorite simple recipe with us. It doesn't have to be fancy.

For example, one of our favorites is a London Fog: steep a bag of Earl Grey tea, add a little cream or milk, and stir it with a leftover candy cane from the holidays. Simple, cozy, and delicious.

Email your recipe to [email protected] by March 25. Include your full name and tell us what makes this recipe special to you. Winners will be featured in the April newsletter!

 🎉🎉🎉🎉 You could win a $50 Visa gift card! 🎉🎉🎉🎉

Katie, our Referral Specialist, loves crocheting or listening to audiobooks with her dog curled up on her lap. She's going to have so much fun looking at your entries and choosing her favorites.

No purchase necessary to win.

WHAT DO YOU THINK?
We Want to Hear From You

GET PAID TO CARE FOR YOUR LOVED ONE
We Are Hiring!

Get Paid to Care For Your Loved One
At Connections NW, we believe the best care comes from those who know and love your loved one best—family members or trusted friends who truly understand their needs and routines.

With our Bring Your Own Caregiver program, family members or trusted friends can be paid to provide care. Our DSPs (caregivers) start at $24 per hour, with annual raises up to $26, plus full benefits and overtime.

Join the Bring Your Own Caregiver program and start now!

Become a DSP Today
If you have a passion for serving your community, Connections NW is looking for Direct Support Professionals. All our DSPs start at $24 per hour with raises each year up to $26.

Go to: https://connections-nw.org/careers to apply.