1. The Gift of Failure: Recovery Of Amazing Service
The most successful people fail often. Are you making enough mistakes? The service recovery paradox teaches us that people often develop a higher level of loyalty than that expected if no service failure had happened. Make it you goal to provide above average service.
2. Freedom To Be Foolish
Your legacy is all you’ve got, and by choosing to give your life away, to give back, to mentor, to lead, to guide, coach, invest…you will take a different path than 99% of therest. Are you willing to appear foolish in joining others to change the world?
3. Leading Simply: Model, Connect, Involve
There are over a million books on leadership available today. But, why is it that we see so little of authentic leadership actually displayed? Learning to lead is not easy, but it is simple: model, connect, involve.
4. The Little Things Are The Biggest
In seniors housing we all do the same things, what I call the Killer B’s: Bus, Bible and Bingo. But it’s the small things, what our customer experiences when the interact with us, that makes the difference in our success.
5. The Customer Is Not Always Right
Contrary to conventional wisdom, the customer is not always right. The customer is sometimes wrong, and it is OK to fire them, to invite them to take their business someplace else.
6. Three Ways to Keep Employees Around For A Long Time
People don’t show up for work to do a lousy job. There are three critical ways to develop them into productive employees who will stay with you for a long time: mastery, membership and meaning.
7. Want To Succeed? Say No To Almost Everything
Warren Buffett said, “The difference between successful people and ultra-successful people is that the ultra-successful people say no to almost everything. Learn about how to say so that you can say yes to your biggest priorities.
8. It’s Built. But Will They Come?
I meet business professionals who approach their business like the famous quote from the movie Field of Dreams, “If you build it, they (he) will come.” In an industry (seniors housing) where the average occupancy is 88-90%, simply building a baseball field in a cornfield and hoping for the best is not going to get the job done.
9. You Can’t Make It On Your Own
I spent decades earlier in my career vowing to die before I would ask anyone for help. But there is one key inviolable principle: we were made to live in community, with supportive, instructive and mutual relationships.
10. What Got You Here Won’t Get You There
You know the saying, “If it ain’t broke, don’t fix it.” But things break, and to create a new and successful future requires a new set of beliefs and behaviors.
11. Ten Signs of Caregiver Burnout
Caregiver Burnout, or “compassion fatigue” is what happens when a well-intentioned caregiver crosses a hard-to-see line from One-Who-Helps to One-Who-Needs-Help. And it can happen to anyone. It happens precisely because you care so much.
12. Five Steps to Talking With Your Parents About Senior Living
When you’re ready to talk to your parents about the possibility of moving to a senior living community, you’ve already taken a big step. Change can be difficult, and you deserve some applause for readying yourself for the next transition in your family’s lives. Now it’s time to prepare yourself for actually carrying out that conversation with mom and dad.
13. Help Seniors Find the Help They Need
If you feel that your family member, client or patient may be a good fit for senior living, start by asking him or her a few questions.