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 [...]
I often ask folks working at senior living communities to share their exceptional customer service and employee engagement stories with me. Their stories are not only a source of inspiration, they also help the team at Sensight Surveys build a collection of process improvement ideas for our survey clients. The [...]
As the owner of a survey company that helps senior living communities make improvements designed to delight and retain their residents and employees, I am always looking for customer service best practice models inside and outside the senior living industry to share with my clients. The one that always stands [...]
According to a recent Gallup report, only three in ten employees say they are engaged at work. Another five out of ten say they are disengaged, and two out of ten admit to being actively disengaged. Mark Crowley, author of Lead From The Heart: Transformational Leadership For The 21st Century, [...]
By guest contributor David C. Koelling, President of Strategic Dining Services | www.strategicdining.com A Steam Table is Not a Food Holding Tool! It’s a landing area for plating hot food. Steam tables were not designed for the way they’re used in most operations. A steam table does a fine job [...]
