5 Secrets For Dealing With Impossible To Please Older Customers And Clients Aug 31, 2021

Older customers and clients sometimes get a reputation for being crotchety.  While most older customers and clients are polite and don’t make waves unless there are major mistakes with services or products, it helps to understand why some are more difficult.  Since one third of...

Continue Reading...
Three Service Lessons Everyone Can Learn From Disrupting The Status Quo of Senior Living Jul 27, 2021

Disrupting The Status Quo of Senior Living: A Mindshift by Jill Aussem-Vitaleis a must-read for anyone hoping to improve service to reluctant customers. The former President & CEO of The Eden Alternative’s book is a humble account of the lessons she’s learned after several decades...

Continue Reading...
Four Lessons Healthcare And Senior Living Leaders Can Learn From The Starbucks Experience Jun 01, 2021

I love mining other industries for ideas on how to improve client satisfaction and loyalty in healthcare and senior living.  The Starbucks Experience: 5 Principles For Turning Ordinary Into Extraordinary has some great takeaways. The book is based on author (and fellow Certified Speaking...

Continue Reading...