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.

Yesterday, a director had an “aha” moment in identifying some the of missteps and miscommunications that are happening in his dining room. He said, “there is an assumption that when people are hired, they just come with these skills”, as if the human resources department was suppose to screen for those particular behaviors that apply to servers.

In fact, that might not be a bad idea, to have servers demonstrate their smile while pouring a beverage, or happily making eye contact as they remove a residents plate which has the wrong entree on it!

Servers are making first impressions at every meal. To each other, to your residents, to resident family members, to other visiting professionals. They are the face of your organization.

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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