A True Leader

Julie is my kind of administrator.

She’s energetic. And on Friday’s, she’s in the dining room serving dinner to residents in the senior living community she oversees.

I love that she does that. It shows the depth of her caring.

When I arrived at her community I spent some time in her office, learning the issues that were preventing higher customer satisfaction ratings. Basically, it was a conversation about why she had brought me in to present my Kind Dining training.

She was discouraged that her staff wasn’t performing better.

When I asked whether she would be attending my training, she gave me a funny look.

“If I am sitting there, I’m not sure anyone’s going to speak up and be honest,” she said.

I understood where she was coming from, but I disagreed.

“The reason you should be there is so that you can hear what’s going on when they do speak up. And they will,” I assured her.

My mission is to help servers be smarter about their jobs and to find solutions to their communication problems. It takes cooperative teamwork to deliver top-notch service.

I know Julie was glad she came to each training session and saw what it was all about. She heard from employees, found out where the lines of communication were broken, and discovered things about serving food that she didn’t know.

Kind Dining training isn’t simply a talk. It’s full of hands-on practice, interactive group discussion and thinking about how to apply it.
Afterward, Julie told me she was ready to make changes.

“There’s things we can do right away,” she said. “We’re going to have a (staff) meeting next Wednesday to talk about what steps to take next.”

Julie  is committed to providing her customers improved service through training.  The goal; to create a better work environment for her staff and dining experience for residents

I know Julie is going to see improvement. She leads by example every Friday night.

About Cindy Heilman

Cindy is the founder and owner of Kind Dining®, which she began in 2006. She’s traveled across the country and Canada working with and training senior living communities that want to create an exceptional dining experience for their residents and staff. In addition, she certifies select professionals in her Kind Dining® philosophy and provides tools, now in an eLearning format, that make learning stick and help people put insights into action. As a result of her work, clients often share their staff has a new sense of purpose, get along better and keep their focus and energy on what matters most. In fact, she wrote a book, Hospitality for Boomers on how to attract residents and keep good team members. In her free time, she enjoys walking Oregon trails and cheering on her favorite soccer teams, the Portland Thorns and Timbers.

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