[New Ebook] Goodbye Engagement, Hello Services

In reviewing the sale materials at eight senior living companies, the concept of “connection,” “social,” or “engagement” was listed as the first or second highlight of each experience. All experiences - dining, programming, health services, salon, transportation - contribute to residents' social wellness and health. In addition, they are essential services each community provides. Our new ebook, Goodbye “Engagement and Welcome “Services," outlines the importance of centrally managing each of these services as uniquely yours and simple ways to inform, implement, and measure.

What are my Services?

Each request, task, and event you provide within your community is a Service. While each department has its uniqueness, the services ultimately have the same underlying attributes. For instance, your engagement team is hosting a strength training class, and your maintenance department is fixing a light bulb in a resident’s apartment. They both require a team member, a date/time to have the event/repair, details on who is consuming the service, and tools to complete the task. The details are different, but the attributes are the same. 

The key is: what are your service's distinct and special qualities?

Core Challenge: Consistent Systems

All points of contact should be measured and tracked in a single place. Centralizing all interaction points gives an accurate, actionable story of each request. No matter how the request was sent - Alexa, app, kiosk, web, or what the request was - a super-complicated work order or someone simply asking for help, you can respond and communicate accurately and consistently.

Communication is your #1 Service

Communication is your most important service. Well-informed consumers are loyal consumers. Personalize notifications based on acuity and convenience: 

• Visual Cues:
  Add personal signage to a resident's Alexa in their apartment or display it on a community kiosk.
  
  
• Email, Text and App Notifications:
  Send residents and staff an automated email, text, or app notification. Residents want to hear when their request is updated, every time, no matter what.
  
  
• Staff Expectations: When staff can see all request details seamlessly, they’re more prepared to help residents. Efficiency increases, and duplicate visits are decreased.  

Your role goes well beyond hosting a Music Therapy class or fixing the thermostat in a bedroom. You’re essential in how it’s delivered and executed - the satisfaction from Residents and the reason they love living in your community. With outlines and tips, our ebook can help guide you through creating your service and identifying your unique attributes. Download the ebook and define your services to collect, measure, and engage your residents and the rest of your community.