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What Does Your Customer Service Say about Your Community’s Culture?

What Does Your Customer Service Say about Your Community’s Culture?

Posted on by MDSadmin

Does your senior living community, including your staff, express a can-do spirit? Do they have a mindset that is resident focused? Are they able to see the positive and not growl about everything? Do they work on fixing what’s wrong instead of griping about it? How much thought do you really put into personnel placement and training? These are a few questions to examine with regards to how you express your company’s culture to your residents, those who work within your company, and those outside of your walls.

I recently read a blog on LinkedIn  which garnered a lot of attention for all the wrong reasons, but it had a good message. The blog described the advice a venture capitalist had for the young twenty something in whose startup he was investing $150 million. To paraphrase the conversation, the venture capitalist advised, “Don’t mess up the company culture, that’s what I’m investing in.”

Unintended Culture Shift

Unfortunately, it tends to happen in most industries. As companies grow and hire more and more people, they tend to drift away from the core values and culture that made them a success. It takes a lot of effort to stay the course to retain your company culture. You have to hire the right people, develop a successful orientation process as well as an ongoing training program, monitor your employees’ actions and outcomes, and adjust as the need arises.

And as the old saying goes, the commitment to a positive company culture starts at the very top. I don’t mean just knowing about it, reading about it, preaching about it, I mean really LIVING IT 31! (For those of you out of the loop on the newest lingo, 31 is the old 24/7, just 24+7. And if you’re wondering, no I‘m not that cool, I was recently schooled by my younger, hipper nephews).

Personnel Assignments

Did you ever stop to think about how that particular person got into that particular job? Sometimes it’s the person that has been around the longest or has the lowest in seniority. Maybe the employee asked for the job, or maybe they were the first applicant that could pass a background check. There are many examples of employees that just ended up in a job and no thought was given to whether they were a good fit and exemplified your community culture to its fullest.

It would be easy to write a novel on employee placement and training, which covers all the different positions in a senior living community. However, I would like to focus on those employees you have put in a position of initial contact with your potential residents and their families. I’m specifically talking about those employees who answer your phones or greet your prospective residents and their families at the front door as well as those who tour campuses with them. There is no more appropriate expression in this situation as “you never get a second chance to make a great first impression.”

What’s The Goal?

It’s important to make sure we put the right employees in the jobs that best fit them. In addition, we must also train these employees and go over contingency plans for certain situations that are bound to present themselves. We need to go that extra mile to make sure they not only understand but are able to live and express that culture you in which you want your community to be known. From the local Mexican food restaurant that I frequent to Senior Living communities that I visit, it appears that some management isn’t doing a good enough job of choosing the right person for the position or communicating desired outcomes to employees.

It’s important to stress to these employees how much they’re being counted on to acquire new customers and keep current customers happy. It’s amazing how much damage one misplaced or ill-trained employee can do to an organization, and often no one even realizes it until it’s too late.

Give me a call and let’s get started analyzing your front line, first contact team, policies, and procedures and developing a suitable solutions for your community. Today it’s more important than ever to have a plan and a backup plan in place to facilitate prospect inquiries. This can range from information on a phone to those wanting to tour your community. Let’s make sure your team is asking the right questions and offering the appropriate information to each and every prospect. With the proper plan in place you will see your close rates increase and resident acquisition cost decrease.

 

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.

What Really Happens During a Community Visit?

What Really Happens During a Community Visit?

Posted on by MDSadmin

Every now and again I get out of the office and visit senior living communities to mystery shop. Some of these are on behalf of clients interested in what the competition is doing, and some are for the client community’s management to see how well the front line is performing. I am still amazed at both the good and the bad, and on a recent trip I experienced some of the best and the worst senior living communities have to offer.

The Good

As I got out of the car at one community I could hear fire truck and ambulance sirens. When I walked in there was a definite buzz. I was greeted in the lobby and asked to have a seat for just a minute. There was a stand up team meeting in progress in the lobby. It turns out that a resident had over cooked some toast and filled the building with smoke. Instead of panicking, the staff huddled for a couple minutes and then jumped into action. When the meeting broke up, I was taken on a tour and was very impressed with the way this situation was handled. The administrator never broke a sweat, lost her cool, or made a big deal of it. She handled it like a pro.

By the way, this community was way off the beaten path. It was a modestly appointed, 100+ resident community. However, it was 100% occupied with a wait list.

The Bad

On the same trip I went to a competing community. This community, while comparably priced, was at the opposite end of the location and design spectrum. It had a great waterfront location on a point right off a main highway. In addition, the building design, amenities and fixtures were fabulous, exactly like you would expect to find in a resort lodge.

I walked in about 3:30 pm to find a lady – a paid employee, not a resident – sitting behind a desk in the lobby reading a book. I asked if I could tour the community, and while she had a nice big smile, she proceeded to tell me that the person who would typically show me around was busy with a resident mixer. However, I could come back tomorrow or the next day. No attempt was made to accommodate me at the time of my visit.

If I were an out-of-town prospect, with only a small window of opportunity to check out communities, they would have just lost my business. It was no surprise to find the community had been in operation for two to three years and still only had a 50% occupancy rate.

What’s Going On in Your Community?

How is your staff interacting with your prospects and current residents? Are they expressing the kind of attitudes and culture in which you want to be known? Do you have the right people in the right positions? Are you communicating your expectations as well as the responsibilities involved in each position? Are you providing enough training and mentoring to your employees? Do you stress enough that communities are built around residents and their families?

If you don’t currently monitor or mystery shop your own community to see how your potential residents are being treated, you should consider doing so! You might be extremely surprised at what you find. Give me a call and I will be happy to set up an audit of your community’s sales and marketing programs and processes. I can provide you with a candid and unbiased assessment of how your team is doing. I can also provide you with the training and resources needed to take your team to the next level.

 

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” →

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.

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.