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Well-deserved Pat on the Back!

Well-deserved Pat on the Back!

Posted on by MDSadmin

I did a piece last week suggesting that employers should be quick to thank their employees to help build goodwill and employee engagement. Most of the time, all the employees are looking for is acknowledgment of their efforts. I think this also translates well to our clients, prospects, peers, competition, and our industry as a whole.

This week I was rolling out some “Thank You” offers to both our new and loyal readers and it reminded me of what a great industry in which I have the pleasure of serving! Over the last 15 years I have been involved and most of the last 40 that MDS has been in business, there have been a great many changes both good and not as good. The one thing that has remained constant is the quality of people that the industry has attracted and recruited.

Special Industry

This industry as a whole is very quick to take the heat for accidents or individual bad actors because it involves the lives of others and of course this is nothing to take lightly. On the converse, it seems that the industry as a whole is very slow to receive the praise for all the resident days that are logged not only without incident, but with successful outcomes for the seniors served.

I have had this experience from both sides of the table. Of course I work with both Senior Living operators and Senior Consumers on a daily basis, but I have also had family members in every form of Senior Living from Independent Living to Skilled Nursing. I know firsthand that overall, seniors’ lives are enriched because of the services provided. If that’s hard to wrap your head around, then just think of the lives that would be impacted if every Senior Living community closed their doors tonight.

Special People

I really enjoy the camaraderie of my friends and associates in the industry. There are several groups of professionals that serve the Senior Living industry that I meet with regularly. While we are capitalist and do need to make a living, we always consider the other group members when it comes to cross-marketing. We are very attune to opportunities where our group members can benefit.   I think because they all have a giving spirit and that seems to be a common thread throughout those who work in the Senior Living field. That is not just reserved for those who work on the front lines in the communities at the operations level, but to the vendors that serve the operators as well.

The support that people and companies in this industry give to each other is also incredible. Operators are always eager to lend a helping hand to other operators. We all share and collaborate on ways to better serve the senior population. Even vendors who compete in the same product line talk freely and share ideas with other vendors who compete directly with them.

Character Shines Through

Probably one of the most awesome features is that we don’t feel the need to “trash” our competitors in an open forum to make them look bad and us better. I write a lot and while I do get some constructive feedback from time to time, I have never had any harsh criticism. The same goes for me, if I see something I don’t agree with, running someone down in an open forum is not the right thing to do. I have been appalled as of late while reading the Pulse postings on LinkedIn at the amount of negative responses.   I don’t mean just one or two, I am talking about an entire thread of negative comments to some person’s feelings or position. I guess I follow the old adage that if you don’t have something nice to say, you don’t say anything.

Again, I am not talking about a difference of opinion that can be discussed like professional adults, but just rude and non-productive comments that add no value to the conversation and they sure don’t make the commenter look good. In fact, if the person providing the negative comment only knew how shallow and uneducated it makes them appear they would think twice about being negative or so literal to the point you put someone else down.

So, all that to say….Thanks to those who make up the Senior Living industry. From the financiers who take a chance with their money, to the operators and their awesome staff who make it happen day in and day out, and to vendors that serve them all, a BIG THANK YOU, for a job well done and for making this a great industry of which to be a part! If you’re not fortunate enough to work in the Senior Living industry, but work with equally as great people as we do, consider yourself blessed.

 

Roy Barker is Director of Special Projects at Moore Diversified Services, a Fort Worth, Texas-based organization specializing in operations analysis, marketing development, and investment advisory services. Roy is an authority in the field of employee turnover analysis and retention strategies.

 

MDS Would Like To Say Thanks To Loyal Readers With Complimentary Book Chapter and Special Offer

Posted on by MDSadmin

 

As our way of saying thank you to our blog subscribers we are offering A COMPLIMENTARY CHAPTER from Jim Moore’s “Independent Living and CCRCs, Survival, Success & Profitable Strategies for Not-For-Profit Sponsors and For-Profit Owner/Operators”, a must-read sequel to his previous BEST SELLING book “Assisted Living Strategies for Changing Markets”.   Current subscribers, please email roybarker@m-d-s.com and he will gladly forward your complimentary chapter.  If you are not yet a subscriber, simply subscribe to our blog TODAY by placing your email address in the sign up box on the far left hand side of this page and your chapter will automatically be sent to you.

As an added BONUS for our loyal followers (both new and old) we are offering this wonderful work of writing at a PROMOTIONAL RATE! Remember to sign up for our blog (if you haven’t already) and just click the link below to receive your own copy for the special promotional rate of ONLY $40 (shipping and handling included).   This book retails for over $60 with shipping and handling.

SUBSCRIBE TO OUR BLOG TODAY and take advantage of this special promotional price! (For a limited time while supplies last.)

Continue reading “MDS Would Like To Say Thanks To Loyal Readers With Complimentary Book Chapter and Special Offer” →

Don’t Learn the Hard Way: Doing Business in a Foreign Country

Don’t Learn the Hard Way: Doing Business in a Foreign Country

Posted on by MDSadmin

There are certainly many obstacles to doing business in a foreign country. Some of these obstacles include the language barrier, different customs, different laws, and overzealous contractors or agents operating thousands of miles away from you. I was reminded of the latter when I recently came across two similar stories in two different industries.

The first story I saw had to do with an oil company doing business in a foreign country. In this instance, the oil company got a contract with the help of a local agent. The agent became a partner with the company. The country held a national election, which resulted in a change of leadership. The new leadership was not happy with the contract. Allegations of bribery soon followed, which resulted in an investigation under the Foreign Corrupt Practices Act.

While the story didn’t go so far as to say whether or not there was a finding by a legal authority of bribery, the damage to the company was already done. The company was not only distracted, but spent time and money during the investigation. In addition, the company suffered a huge loss of value, tangible assets, and trust the U.S. financial markets, the people and government of the foreign company.

I then read an article in the Wall Street Journal about a couple that was arrested and convicted of purchasing private information of Chinese citizens as part of a due diligence project for GlaxoSmithKline PLC. While it sounds like the pair was involved in something illegal, it’s a reminder that oversight and compliance are critical for doing business overseas. Choosing the wrong associate can have huge implications for you and your company.

These events highlight the importance of choosing your business partners carefully. It’s critical to select an experienced partner dedicated to keeping your company in compliance with foreign rules and regulations. If you have projects foreign or domestic, contact MDS to put its more than 40 years of experience to work for you.

Roy Barker is Director of Special Projects at Moore Diversified Services, a Fort Worth, Texas-based organization specializing in operations analysis, marketing development, and investment advisory services. Roy is an authority in the field of employee turnover analysis and retention strategies.

Was That Really The Question? Ways to Encourage Employee Engagement (part 3 of 3)

Was That Really The Question? Ways to Encourage Employee Engagement (part 3 of 3)

Posted on by MDSadmin

We’re at the end of our blog series focusing on ways to better engage your employees. Last week, we discussed the importance of communication and ways to provide employees with growth opportunities. Today we’ll look at the importance of having fun,as well as, remembering to say thank you.

Remember to Have Fun

While work has that name for a reason, it shouldn’t be drudgery. Inherently, there is usually enough stress involved in getting projects and products out the door to customers. Leaders should make sure they’re not adding extra pressure to this process.

Remember to celebrate more. Acknowledge the success of employees, projects, and any other milestones reached. Celebrations don’t have to be elaborate. It can be as simple as taking somebody a cookie and a Route 44 Coke from Sonic.

Take the time to plan activities for employees and their families outside the office walls. This idea is a little more challenging but very important. Plan lunch out at a favorite local restaurant or a picnic at the local park. This is a great way to get to know your employees and their families. While it’s not always feasible for larger companies to get everyone together at once, it can be done on a departmental level.

I’m not sure why this phenomenon happens, but the advent of computers, cell phones, and the other marvelous technology was supposed to provide us with more free time. Let’s face it. That just hasn’t happened. It seems that we’re all busier now than at any time in the past. That’s why I think it’s very important that we make the extra effort to make these get-togethers happen. Even if that means knocking off work a little bit early and giving employees a chance to participate while on the clock.

Say Thank You…..Often

Enough said really. Get in the habit of saying thank you. When you see employees walking down the hall, stop and thank them. Stick your head in an office or cubicle and say thank you for a job well done. There’s a great misconception that employees typically leave a company for money. Research and my personal experience has shown that not to be true for the majority. Typically, employees leave because they do not feel appreciated. Most of the time all they want is to be acknowledged for a job well done. A simple thank you goes a very long way to engaging employees and creating a nurturing atmosphere.

These are just a few of the many ways to encourage employee engagement. Do some research on your own or let us help you. Find out what’s going on in your company and what your employees desire. You can do electronic surveys. However, it’s always best to have that human involvement. So get out of your office and go talk to your employees. Really listen to how they feel about the company and its processes and procedures. It will go a long way to building trust with employees, and that’s a great first step.

Roy Barker is Director of Special Projects at Moore Diversified Services, a Fort Worth, Texas-based organization specializing in operations analysis, marketing development, and investment advisory services. Roy is an authority in the field of employee turnover analysis and retention strategies.

Addressing The Increasing Resident Entrance Age and Higher Acuity Trend

Addressing The Increasing Resident Entrance Age and Higher Acuity Trend

Posted on by MDSadmin

A few weeks ago we started talking about strategic planning for 2015. It reminded me of an article that Jim Moore, President of Moore Diversified Services (MDS), wrote a few months back titled “Your Top 5 Priorities for Success in 2014.”

 1. The increasing resident age and high acuity trend

 2. Aging physical plants

 3. Sustaining optimum operations and increasing value

 4. Sharpening the focus of increasing value

 5. Risk management needs are expanding

These top 5 suggestions are still very relevant going into the 2015 planning cycle. While you might have some idea of where you want to start your current planning efforts, these 5 would be worth giving some consideration. Over the next few weeks I will take a more in-depth look at each priority.

The definition of Senior Living is changing. There are no longer well defined buckets for Independent Living and Assisted Living. Today’s Senior Living prospects have an older entry age as well as different needs. Independent living has turned into a quasi-independent living and gone are the days of Assisted Living simply providing traditional assistance with activities of daily living in a secure environment. In today’s market it’s important to acknowledge a broad range of resident acuity where many of the residents no longer reside within two easily defined living arrangements – independent or assisted living. Here are four things to consider.

Offer a Catered Living Program
As I mentioned above, many of today’s Senior Living prospects no longer fall within Independent or Assisted living. To meet the needs of this evolving demographic, it’s necessary to offer potential residents the option of tailoring their senior living solution to suit their needs.

Develop a Formal Memory Care Program
Senior Living prospects as well as their families have a heightened awareness of Memory Care. As such, consider incorporating Dementia and special Memory Care settings into new construction or through extensive modification of an existing facility.

Change Product Mix
As the average age of Senior Living customers continues to rise, the need for assistance may increase. To address this, consider modifying your physical plant by increasing Assisted Living and decreasing Independent Living.

Create an Assistance in Living (AIL) program
If local regulations permit, consider creating an AIL program within Independent Living. AIL programs are a great way to help your independent living residents to maintain their independence.

These are just of a few points to think about in how to deal with the increased entry age and higher acuity levels of new residents. It’s also a great idea to talk to your sales team to find out what the trends are at your particular community. What are your prospects asking for? What are their needs and wants in a Senior Living solution?

While planning is very important and necessary, it can be a daunting task while trying to put out the day-to-day fires of any business, but even more so within the Senior Living industry. You have a great resource here at MDS. We have the expertise to help you with your planning needs, as well as in-depth knowledge of all facets of the industry. From new construction and repositioning to operations, marketing, employee retention, and the many other services we have provide over the years, we can help you develop a successful plan for the future of your organization.

MDS’ Retainer Relationship or “Shared Executive” program is a great way to address your strategic planning and monitoring needs all year long. As strategic needs within your operation arise, this program is a great alternative to hiring a full-time executive. You get all the knowledge and industry experience at a fraction of the cost. In the coming weeks, I will outline the program more in-depth. Until then, feel free to give me a call and I will be glad to discuss your individual needs.

Roy Barker is Director of Special Projects at Moore Diversified Services, a Fort-Worth, Texas, based organization specializing in operations analysis, marketing development, and investment advisory services. Roy is an authority in the field of employee turnover analysis and retention strategies.

Was That Really The Question? Ways to Encourage Employee Engagement (part 2 of 3)

Was That Really The Question? Ways to Encourage Employee Engagement (part 2 of 3)

Posted on by MDSadmin

In this 3-part blog series , we’re exploring ways to better engage your employees within your company. Last time we discussed hiring individuals who fit within your current corporate culture. Today we’ll take a look at the importance of communication as well as providing growth opportunities for employees.

Communication

Once you have the right people in place communication is still imperative. Employees want to see that upper management is transparent and that they buy into this process. As I mentioned before, employees can spot a con job a mile away. Look at employees as valued team members. It’s much easier when management and employees are all pulling the wagon in the same direction. To ensure the success of your employees is to ensure the success of you and your business. They must be viewed as having something of value to contribute to the process of providing an excellent customer experience.

Take the time to really get to know your employees. Be visible. Be engaged yourself. And I’m not talking about just knowing their names and what departments they work in, but who they really are and what their lives are really about. Of course this task can be delegated. In a large company a CEO may not know the entire story about each employee, but there should be managers in between who do.

Growth Opportunities

It’s important to provide good employees with different methods of expanding their horizons. This can range from the necessary training needed for them to excel in their current position, as well as cross training for other jobs within their department or within the company in general.

Other growth opportunities may include expanding employee responsibilities, delegating specific tasks to them, and of course providing them with the opportunity for upward mobility within the company. Instead of handing down edicts from the top and letting them trickle down to the bottom, form teams where employees have a chance to collaborate and help set policies. We have to remember that frontline employees are the ones who know what the customer is looking for and what the roadblocks are to providing excellent customer service.

I look forward to seeing you next time as we continue to explore ways to engage your employees.

 

Roy Barker is Director of Special Projects at Moore Diversified Services, a Fort-Worth, Texas, based organization specializing in operations analysis, marketing development, and investment advisory services. Roy is an authority in the field of employee turnover analysis and retention strategies.

 

Was That Really The Question? Ways to Encourage Employee Engagement (part 1 of 3)

Was That Really The Question? Ways to Encourage Employee Engagement (part 1 of 3)

Posted on by MDSadmin

The other day I saw this question posed to others in a forum, “what do you do to show your employees they are involved?” The obvious answer to me was, don’t just try to show them, actually get them involved.

I’m sure the intent of the question was supposed to be “how do you involve your employees,” but it didn’t really come across that way. This does bring up the question of do you only do things to try to “show” employees they are engaged, or do you actually involve them? The point being is that if you truly involve your employees, you shouldn’t have to look for ways to appear that you are. Employees are very perceptive when programs or the latest buzz words are being hyped. However, if these programs are not actual practices in their workplace, it comes across as if management is trying to pull a fast one on them.

I’ve seen surveys published where less than 30% of the workforce feels engaged. A 2013 Career Builder survey found that 77% of “full-time employed workers are open to, or actively looking for, new job opportunities.”   There is a lot of lost productivity due to these staggering numbers. And don’t think for one minute that the lackluster attitude doesn’t trickle down to the quality of service and attention your customers receive.

In this 3-part blog series, we’ll explore ways to make sure your employees feel truly engaged to help you with employee retention as well as ensure your customers receive quality service.

Where To Start

There is no end-all, be-all list of engagement ideas. Some techniques will depend upon your business model, you and your employees’ personalities, what motivates your employees, and what you view as quality outcomes for your customers.

It’s usually best to start at the beginning with the hiring process. Find candidates that mesh well with your current corporate culture. You can always teach and train to skill. Make sure you take the time to orient employees not only into their job, but into the company culture. Unfortunately, this step is often not comprehensive, a low priority, or skipped altogether.

Make sure to join me next time as we continue to explore ways to engage your employees.

 

Roy Barker is Director of Special Projects at Moore Diversified Services, a Fort-Worth, Texas, based organization specializing in operations analysis, marketing development, and investment advisory services. Roy is an authority in the field of employee turnover analysis and retention strategies.

Where Has 2014 Gone?

Where Has 2014 Gone?

Posted on by MDSadmin

By Roy Barker

I woke up this morning like any normal morning. Stumbled to the coffee pot, ran out and got the paper (yes I still have one thrown), checked some emails as I looked out the window at another beautiful sunny 81 degree morning. For those of you that have not spent a lot of time in Texas, any August morning below 90 degrees is a winner!

So I’m looking at my schedule wondering how it got so messed up that I’m in Texas during this time of year and not enjoying the beautiful Massachusetts coast right now, but that’s another discussion. As I am contemplating this dilemma, I get a calendar tickler about setting some January 2015 communication goals. Really! 2015! Where has 2014 gone?   It was just last week I was relating how there is still time to make changes, which can have a positive effect by the end of 2014. Now I am writing to say, oh by the way, we also need to start thinking about 2015, if not NOW, at least very shortly.

So let’s talk a little about planning for 2015. Strategic Planning can eliminate stress and surprises by setting clearly defined goals for your company and/or community and communicating them to your employees. It can ignite creativity with your staff and stoke efforts for positive changes.

It’s beneficial to create a sound plan so you can allocate your resources, both financial and human, to accomplish your main goals. Strategic Planning can provide a guidepost to measure progress and indicate where changes need to be made. With everyone on the same organized page, you can expect to see goals accomplished, greater productivity, and a happier workforce.

Here are a couple things you will need to keep in mind while getting ready to start your Strategic Planning process.

  • You will need to perform a SWOT Analysis (Strengths, Weakness, Opportunities and Threats). There is a lot of documentation out there on this process. Remember the Strengths and Weakness are internal and the Opportunities and Threats are external. I think this is such a great opportunity for every company to really see who they are and where they are at today. You have to know where you are in order to find the most appropriate path to where you want to be.
  • Involve your team. This should be a combination of those from your management team, positive and creative individuals within your company, and leaders in the workforce. Start early enough to where you can poll all employees with a problem solution proposition. It’s important to find out what road blocks front line employees are encountering in providing excellent customer service. It’s important to get employee buy-in to changes that need to be made.
  • Strategic planning is not a onetime event. Have a few shorter meetings rather than trying to cram everything into a onetime event. This will help reduce interruptions and also give those involved time to really think about the items in play and how best to proceed.
  • Start early. Give yourself and your team time. I know there are some of you that already have this on the calendar for December 31st at 3pm. While I applaud you for your forward thinking, you may want to build in a little more of a time cushion. Give your team time to prepare, send out some general topics for them to start reflecting on.
  • No interruptions. This is another good reason why scheduling a few shorter sessions is better than one long one. Make sure phones are off and subordinates are aware that there are to be no interruptions except for true emergencies. I will go out on a limb here and say that NO, a change in tee time, while disturbing, should not be considered as a true emergency. To help combat normal business interruptions it is recommended holding these meetings at an off-site location
  • Don’t let this turn into a gripe session. This is most important for the functionality of the time committed but also the attitude the group takes on going forward. This is not the time to talk about the water cooler that is warm or replacing a worn out printer. Those are normal maintenance issues that already have a channel for resolution. While we have to talk about what we want to change and why, focus on positive. What can we accomplish? What are our solution options?
  • Cost of solutions/changes. We must take into account the cost of changes or solutions to issues. It is important to have someone with knowledge of your company’s actual budget on the strategic planning team. Are making the changes realistic? Can you find the money to do it? While you may have to push the budget envelop in order to get real changes made, it is always better to be able to plan within your budget parameters. This also gets back to starting early. If you do have some costly items to address, it gives you and your team time to incorporate them into the 2015 budget.
  • Work with a knowledgeable facilitator. It’s always good to have someone from the outside present in these meetings. It’s an even bigger benefit to have a facilitator that is familiar with the industry as well as strategic planning. A good facilitator will help keep the meetings moving and productive, keep the group on task, and provide insight into the process where necessary, and be the impartial voice of reason where cooler heads prevail if/when discussions get heated.
  • Make the process fun! I know this can be difficult, but it is important to get everyone to rally behind the fact change will be good. This should be a light air of collaboration. Even though there may be some hierarchical challenges in the room, it’s imperative to rid this process of intimidation if you want the best ideas and eventual buy-in.
  • Buy-in at the top. You can’t fake this. Well you can, but it’s very easy to spot someone going through the motions that is not completely sold on the process or its results. Give your staff credit, they are smart enough to know the difference and they don’t even have to be on the same campus as you. Believe me when I tell you, it will show through many, many miles away.

I know it may seem crazy to start thinking about 2015 while we’re still in the Dog Days of Summer, but it will be here before you know it. School will be starting soon and then we will be into the Holiday Season before we know it. Give some thought as to who in your organization would be a positive influence on this process. What are some things you would like to see changed? More importantly, what are some things your prospects, customers, clients, resident, vendors, staff, and partners want to see changed? If you don’t know what these are, now would be a great time to conduct surveys or focus groups to find out.

Don’t wait much longer to get the process of Strategic Planning for 2015 underway! Give me a call and let’s put MDS’ 40+ years of experience to work for you and your team mapping out a great plan for 2015!

 

Are You Happy With Your First Half 2014 Financial Results?

Posted on by MDSadmin

By Roy Barker

As we move into the second half of 2014, are you happy with your community’s financial results? Are community’s occupancy levels good but you’re still dealing with lower Net Operating Income (NOI), cash flow, and margins?

There’s still time to make changes by the end of the year that can create a positive impact, and Moore Diversified Services, Inc. (MDS) is ready to help. We’re halfway through the year, but there’s still time to have a positive impact on your bottom line.

You might be surprised at how making small changes can result in increased NOI. For example, if an average 80 unit community at 93% occupancy could save just $1 per resident day (PRD), that would equate to $27,000 per year. Even at this point, that could mean an additional $10,000 to $15,000 of NOI in calendar year 2014, and that’s just on $1 PRD of savings! What a great outcome by the end of the year.

Continue reading “Are You Happy With Your First Half 2014 Financial Results?” →

In Whose Hands Have You Placed Your Reputation and Business?

In Whose Hands Have You Placed Your Reputation and Business?

Posted on by MDSadmin

By Roy Barker

Many people answer this question with our executives, the higher-ups, and those employees who engage the consumer. All of these choices are correct, but in the consumer’s mind the employee helping him or her is the only voice and/or face of your company.

Are your phones being answered in a timely manner? Is the voice on the other end friendly and helpful? Are visitors greeted with a friendly smile? Is your intended message being delivered by employees through their actions?

Front line employees are the ones customers base their purchasing decisions on. Quality of service is key to producing happy residents, resident/employee referrals, and added value to your company. How many times have you gone out of your way to bypass a business because the one a mile down the road has better customer service, or has gone the extra mile to resolve an issue? This happens to Senior Living communities every day because of the way a prospect was handled or not handled on the phone. Most communities are unaware of a missed opportunity.

Questions To Ask

Questions you should now be asking yourself are: am I hiring the best individuals for the task? MDS believes the first step in quality customer service is hiring the right individual. The right individual may not always be the most qualified. In most instances, it is better to base hiring on attitude, personality, and corporate culture fit, and then train skills. This may take more time in the hiring and training process but will payoff in the long run through better quality service and longevity of the employee’s tenure with the company.

Next question: are your new hires being properly oriented into the company and company culture in their new positions, as well as receiving continued training? Employees should initially be trained through orientation and continued on a regular schedule thereafter. Training gives employees empowerment, competence, and confidence to do their job well resulting in a satisfied customer and employee. Even after you have gone through the previous steps you must still monitor and spot check to insure job duties are being carried out the way you want and expect them to be.

MDS can help you help your employees, customers, and bottom line through providing orientation and training materials, on-site training sessions, over the phone coaching, and group seminars to ensure your team has the tools needed to be successful and provide an excellent customer service experience to current and future clients. MDS also has many years of experience in mystery shopping communities to gather firsthand knowledge of the feel and attitude of a community, as well as monitoring results on an ongoing basis.

I look forward to working with you and your community’s professional team in the very near future. Contact me directly to set up an initial consultation and let’s start the process to an improved customer service experience, higher occupancy rates, and a healthier bottom line.