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 [...]
Reposted from Inland Valley News, July 18, 2013 Meal times are bar none the most important activity of the day for seniors living in retirement and assisted living communities. Eating is an immensely enjoyable activity when you're young (as evidenced by our 60% overweight population) and for the elderly, and [...]
One of the most common recommended improvements we hear from family members on our customer experience surveys is more frequent updates from community management about their loved one’s status. Managing a senior living community is a busy, demanding job. Sometimes finding time to update responsible parties (RPs) can be difficult, [...]
Most business leaders believe that conducting a customer experience survey will help them figure out what their business should be doing better. No argument here. That’s what we are all about. We do believe, however, that focusing solely on areas in need of improvement is like posing for a picture [...]
Caring for seniors can be demanding work. Sometimes downright exhausting. There are good days and not so good days. Your staff members do the best they can, but sometimes it's hard to stay positive. I'm going to share a secret with you that can turn bad days into not so [...]
