We had the pleasure of attending the ALFA conference a few months ago in Orlando.
We also went on a few roller-coaster rides (the water ones are my favorite) but that's another story.
By far and away, the predominant theme of the conference was customer service. Clearly, if we're going to stand out - and thrive - in this very crowded, competitive field, we need to get the customer service element firmly ingrained into our entire approach to service delivery.
Speakers from the hospitality field talked on this subject every day of the conference. The place where the conference was held, the Gaylord Palms, has one of the best customer service programs in the US. They actually answer the phone, "Consider it done." Whatever your problem, question, or need, they work hard to fulfill on that promise.
They know what we in senior care need to see more clearly: the success of a company (hotel or senior living community) will be based on how the employees relate to the customer.
Every day.
Every contact.
How does the Palms make sure that everyone is on board? Their single word answer? They train. From day one, they train every single employee in what it means to be a part of their service team. They train in how to do the assigned job, but they also offer English language classes, among several training options. They celebrate every employee advancement or achievement by throwing a party, complete with cake, balloons and applause. They actively seek ways and times to add to the knowledge and skills of every employee, and to celebrate those individuals.
What are you doing to celebrate your team today? What are you doing to build the strongest, most service-oriented employee group possible?
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