In senior housing or home care we often sell a product that is used for a very long time. Unlike any other big ticket or extended use products, we will be present with the customer during the entire time she uses it. Think about it. Imagine if you sold someone a car and then had to drive around with them in the car the whole time they owned it. We promise an experience, results, or an outcome and then hope it will happen the way we presented it. We must take an active part in seeing that this service is delivered.
_Our staff, or our front line, delivers what we "sold." Often it does not come to fruition. It seems that there is a gap in between selling and delivering service to our senior residents, patients or customers. I've watched front desk staff annoyed at residents who ask for repeated help with activities of daily living. I have seen residents in a community promised amenities that could not be delivered or are delivered with reluctance. I've witnessed impatient managers, front desk and dining staff express frustration openly to the frail and hearing impaired they serve.
Where is the CUSTOMER SERVICE? You know. That old adage "The customer comes first," or "The customer is always right," Our customers are not an interruption of our day. They are the reason we
are here. Does your staff know that? Do they truly believe it?