“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.