Teachable Moments

Teachable moments hold great value to our efforts to move customer service forward. I checked in with Sarah, the administrator I am working with in New Hampshire. I wanted to know how things were going since my training sessions there. She sounded alarmed at first. “I’m afraid we’re backsliding,” she said. It turns out there had been an incident in … Continue reading

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 … Continue reading

NH Administrator takes action

Every time I hear that Kind Dining training has helped make a process run smoother, or been the impetus to solve a problem, I feel overjoyed. There’s no doubt this training works, and the information in it has the power to transform community staff to be more empathetic AND competitive in this changing marketplace. After I left Villa Crest, a … Continue reading

Turtle helps break the ice

In New Hampshire, I met Turtle. She is a teenage girl, who sat at the front table during my Kind Dining seminar. I asked each person to pause and think of one thing they could do to improve their performance and make the experience for their residents better. That’s when Turtle raised her hand. “I know I’m slow at serving … Continue reading

Kind Dining goes coast to coast

Kind Dining is going coast to coast! Tomorrow I am flying to Manchester New Hampshire to teach a Kind Dining workshop and train 2 National HealthCare Corporation (NHC) partners to teach the program to their own serving staff! I love this work! Especially to experience the willingness of servers to grow in their jobs when training is fun and applicable! … Continue reading

Gaining new skills and going on the road.

Thank you for reading my Blog. I have been transforming myself this last year. Growing my business and reaching out to a broader market via my website, my LinkIn profile and my current customers! I spend a lot of energy challenging the teenagers and adults I train through Kind Dining, to grow as people, become Smart Learners, and commit to … Continue reading

Changing from the inside out

Presenting at the Aging Services of Calif. convention on May 4 was fun.  Long beach offered such vacation weather, I saw many Oregonians there, and presenting with Harold Urman offered great opportunity to reconnect. This years conference  theme was Communities: Inside Out.  Participants were challenged to rethink their notion of community and be open let go of the past and … Continue reading

What Up in Sunny Long Beach, Calif.?

Flying into sunny Long Beach California from Portland Oregon was smooth sailing. The weather is lovely, bright warm sunshine, slight breeze. I see bunches of swaying palm trees. I am here to co-present with Harold Urman at the Aging Services of California annual conference on Tuesday afternoon May 4 from 2:15-4:15. Our presentation is called, It’s Not Just a Meal … Continue reading

Lasting Connections

Today is Easter 2010. Yesterday while carting through the crowded aisles at Safeway I was enveloped in that all too familiar feeling, the sense of loss. Fourteen months ago my mom died of lung cancer. At two months shy of her 80th birthday she was still the driving family force, and with an amazing show of courage and a sense … Continue reading