Life Lessons

Can Your Assisted Living Use Honest Eyes I would like to share a best practice for Assisted Living or any business. I have always valued two opportunities to collect raw, unbiased feedback. The first time I visit an Assisted Living, Retirement campus or any business I write down my initial impressions as I drive up and also take a few minutes to journal my first impressions before I leave the parking lot. I've learned over the years with each visit to a community my ability to capture the initial detailed observations fade. I also ask every person during their initial visit (vendor, family, interviewee ) to share their honest 1st impressions with me. It allows me a perpetual fresh set of eyes, ears, noses and perceptions. I understand that each visitor will tell their friends, family and coworkers about their experience. All business can benefit from this exercise. Recently more of my clients outside of the Assisted Living or Senior Living industry are requesting this t...

What Message Are You Sending? I recently overheard a family conversation about the men my niece was dating. It reminded me of an extremely powerful challenge we face personally and professionally. The conversation went like this; "she doesn't like any of them. I don't understand her, one is an attorney, one is an accountant and the other one is in Pharmacy school". "What's wrong with her?". If you're in the nursing home or assisted living business you are aware how this same phenomenon affects business. Some perceptions / expectations are cultural others are based on word of mouth, some on visible impressions. The fact is every person and business has one or perhaps many perceptions to manage. If they accurately reflect you or your business, use them. If they don't, manage them the best you can. Understanding how you are perceived is critical for success: business or personal. Understanding why is even more important. I rec...

What is the Value of your Service?  The weekend newspaper seems to contain more sales inserts than actual news. My family members always gravitate to them, so they must be effective for certain retail products. Over the years when an Assisted Living or Independent Living community begins to struggle with occupancy, price discounting is the first topic of conversation. Frankly the thought of lowering the price of a quality product or service makes me sick. A decrease in your sales or occupancy is normally symptomatic of quality or service delivery problems. Around 2006 I was managing an Assisted Living Community located in Mooresville , North Carolina owned by Pulliam Investment s . The community was led by an amazing Executive Director who created a team of associates dedicated to providing the best service possible. The community was the price leader in the market and remained full. A new competitor was about to open and our pricing strategy was to continue premium pric...