Your survey results are in. You’ve identified your top improvement opportunities, shared the results with your team, and developed an action plan. Once improvement plans are underway, it’s tempting to wait until your next survey to find out if all your hard work has paid off. Go the extra mile [...]
I recently read an interview with Bruce Temkin, founder and principal of Temkin Group, a customer experience research and consulting firm. The company hosts an annual event called the Customer Experience Excellence Awards, which recognizes companies that deliver exceptional customer experience. In the interview, Bruce explains what winners of the [...]
As Executive Director or key member of community management, you are invested in retaining a high quality, committed workforce. You know that turnover costs you time and money and understand the importance of creating a rewarding work experience for your team members. So you decide to conduct an employee engagement [...]
We are very excited to announce that Sensight Surveys has been recognized as a best in class supplier to the senior living industry. Sensight was recently inducted as a certified Senior Living SMART partner, putting them among the elite ranks of companies such A Place for Mom, Bild & Co, [...]
Reposted from Red Carpet Learning www.redcarpetlearning.com Katie Locke, Director of Training and Possibilities Share stories that illustrate the important work your team does. Illustrate how they make a difference in the lives of the customers they serve. Celebrate results. If you treasure it, measure it! When you measure that which [...]
I think most folks working in the senior living industry would agree that a senior community’s biggest investments are its residents and employees. After all, it wouldn’t be a business if there were no customers to bring in revenue and no employees to serve customers. As the director of a [...]
Conducting resident and employee surveys can help you identify opportunities to maximize satisfaction, retention, positive word of mouth, and occupancy growth in your communities. While conducting surveys in-house can be the most affordable option, often times there is little value gained from in-house surveys. For many senior living companies, the [...]
Did you know that independent operators make up about 70% of the senior living industry? Despite representing 7 out of every 10 senior living communities, independent operators commonly report frustration and stress as they try to sort out all of the industry products and services to find the best ones [...]
Research on employee engagement has pinpointed a set of work conditions that tend to produce employees who are committed to the success of their organization. In senior living, creating an engaging work environment is particularly important because of the close and constant connection community staff members have with residents and [...]
In a recent article titled “Make Your Residents Raving Fans The Ritz-Carlton Way. It Works!”, I tout the virtues of this hotel empire’s legendary model of customer service. The article describes the three steps of service that form the core of the Ritz-Carlton model and discusses the application of steps [...]
