Checklist Manifesto

I want to recommend a great book: The Checklist Manifesto: How to get things right by Atul Gawande. Dr. Gawande is a physician who has pioneered the use of simple checklists in operating rooms to assist staff in getting organized, and prepared for surgery. Checklists help to get the work done right the first time. He has proven having a … Continue reading

Does Your Community Need a Service Makeover

Take a few minutes to read my latest article posted on Retirementhomes.com. The beginning of any Service Makeover starts with understanding what our senior diners expect. We will be focusing on the topic of customer service in the next few newsletters. Check it out … Continue reading

Enjoyment of Training

I enjoy training servers in new skills that give them confidence to connect to your residents and their co-workers. Read my latest article in the Retirementhome.com. newsletter. Title is; Serving Up Connections with the Coffee. To read click here … Continue reading

The Face of Your Organization

“Society is always taken by surprise at any new example of common sense” Ralph Waldo Emerson This quote reminds me of many conversations I have with managers/providers about the value of training people who serve meals to our elders. They often take for granted that servers know how to show respect, be polite and will demonstrate common courtesies while serving.

Hospitality is the key…

I just read in a culture change newsletter about a community that has created a new title for dining staff called hospitality associates. This particular community is set up in neighborhoods, they adjusted breakfast dining times for a more leisurely approach ( 7am-9am) to allow residents flexibility in their morning routine. What they discovered in this process is that there … Continue reading

Servers: Nursing vs Foodservice

Are servers working in the nursing department as caring as the food service department staff about serving a meal? This question often tops the list of challenges in senior living communities., whether I’m working with a skilled nursing home, assisted living community, residential care community, or Continuing Care Community (CCRC). A dining director in a CCRC remarked last week that … Continue reading

Community connectors…

People who serve meals in care communities are often overlooked when training dollars are budgeted. And even as communities strive to improve overall systems for culture change, staff who serve meals are often left out of the discussion groups or learning circles. Getting the relationship right between the server and resident and among the servers themselves is critical to experience … Continue reading

New directions…

I have had a break in my life as my mom passed away in January. It has been very hard to get back on track with the business of making mealtime meaningful for residents and staff in care communities. It is so important and I was jarred back to reality yesterday when listening to this story from a dining director. … Continue reading

Insight #1-Sharing personal information…

What I find most often when talking with teens and young adults serving meals to residents is that they are just coping with how to address uncomfortable situations with residents. Most try to be polite, many admit to not having enough patience, and some are plain honest about their own rudeness to discourage uncomfortable conversations. … Continue reading