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John Pereira’s smiling face is the first thing patients see when they turn off Route 9 and pull into the parking lot at Brigham and Women’s Ambulatory Care Center at Chestnut Hill.
“I want everyone’s experience here to be the best it can be,” said Pereira, one of three customer service valets at 850 Boylston St. “You never know how someone is feeling on a given day. We try to minimize any extra stress they have driving in and parking here.”
The 17-person valet team at 830 and 850 Boylston St. is dedicated to parking and retrieving cars quickly, ensuring traffic flows smoothly throughout the parking lot and greeting patients with a smile. Their outstanding customer service skills don’t go unnoticed.
“The praise for this team just keeps coming,” said Kathy Bertone, 850 Boylston site manager. “We’re thrilled that people are taking the time to send us an e-mail about how pleased they are with the service.”
Among many patients who sent thank you e-mails, one patient wrote, “The outstanding men who park cars at 850 Boylston are excellent drivers and have an outstanding, cheerful attitude. I just go in for routine check-ups, but many people are really sick, and your workers unfailingly are so upbeat and compassionate. Excellence is rare in any field. Please pass on my bravos to them!”
The goal for the entire 850 Boylston team is to provide the highest level of customer service each and every day, and the valets certainly do that.
The team, which works at BWH through contract with VPNE Parking Solutions, handles upwards of 400 cars per day, including patients who choose to valet park for free or find their own spot in the lot.
“We just help in any way we can,” said Leon Pierre, one of two valet supervisors, as he greeted a patient with a big smile and asked how she was. “We want to make everything as convenient as possible for patients.”