It isn’t uncommon for us to hear about residents at senior living communities who live in independent living apartments and continue to work. It seems that more and more older adults are discovering they can still live a very active lifestyle in the professional world, while simultaneously enjoying all the services and amenities of a senior living community. And now, a recent study touts the virtues of older adults in the workforce. ABC World News aired this story, which is definitely worth checking out.
How many of your residents are still part of the workforce in some capacity?
There was plenty of talk about customer service at the Aging Services of California conference last week. More communities are looking at how they can make the senior living experience even more enjoyable for their residents. To make it work, the culture among all staff needs to be of service and hospitality.
A representative from Southwest gave a keynote opening address, in which he talked about how attitude plays a huge role in satisfaction and success. One would think that’s the mantra for all airlines. So ironically, I witnessed an example of very poor customer service and attitude as I was flying home on another carrier. After the plane was loaded and waiting to push back from the gate, a woman moved up six rows to an empty seat next to some people she knew. The flight attendant told her she would have to move back or charge her extra to sit there because it was a seat with more leg room. Mind you, the seat was empty! Other passengers, including myself, watched and were in disbelief that she seriously would not let the passenger sit in an empty seat. What an example of a poor decision. I’m sure the flight attendant was “just following the rules.” Imagine if she was empowered to just let it go. Let the woman sit with her companions.
So in the world of senior living, does your staff have the ability to make good customer service decisions? Or are they trained “to charge extra?” What can your team do to take their job to the next level? One of my bosses told me once, “Happy campers buy more marshmallows.” Does your community have happy campers because your staff has taken the extra step? Just something to ponder!
This past weekend, my wife and I spent a weekend with our daughter at the university campus where she’ll be attending this fall. As we were walking on campus, I remembered a commercial I saw years ago with a college touting that if a student chose to attend there, they would “be a name, not just a number.” The point was that, even on their large campus, the faculty and staff take the time to get to know the students.
So that got me thinking. When it comes to senior living, are your residents more than “just the couple in apartment 3B?” Often older adults fear they may become anonymous among all the people in the community. What programs do you have in place to make sure that doesn’t happen?
Some organizations have implemented hospitality-type programs. Staff is encouraged and empowered to get to know the residents better. In some cases, maybe even stop for a few minutes to play a quick game of cards. When new residents move into your community, how are they welcomed and introduced? I once spoke with a community that conducted mini ribbon-cutting ceremonies when their new residents got settled.
I’d be interested to learn more about how you make sure your residents “have a name” and aren’t “just a number.” Ultimately, it becomes a selling point and a deciding factor when making the move ─ both for young adults entering college and older adults moving to a senior living community.
Chances are if you read any of the marketing materials for just about any senior living community across the country, you’ll find the phrase, “peace of mind.” Older adults are encouraged to make a choice about moving to a community because they’re making a very sound decision about their future. They know they’ll be able to live independently, yet have access to higher levels of care if they ever need it. Just knowing they have a plan in place helps create a sense of peace.
For me, as an adult child, peace of mind means something entirely different. Several months ago, my father fell and broke his hip. It was a life-changing moment. He has had mobility issues over the last five years, and this latest situation truly compromised his ability to get around. For his own safety, he will now be a permanent resident in skilled nursing. His independence of coming and going as he pleases, is gone. I’m sure he is struggling with that decision regarding his new residence. Personally, it brings me peace of mind for a couple of reasons.
I know he’s being cared for by a very dedicated staff. I’ve had the pleasure of interviewing many employees at communities across the country. They work with older adults because of a sincere passion of caring for others. They work with older adults because for them, it’s a calling. Distance prevents me from being there with my dad to make sure his needs are being met. But I’m confident they are. I’ve met the professionals, not only where he currently lives, but at other communities. They’re the reason I have peace of mind.
Imagine being 12 years old and a teacher tells you that you have no creativity, so you might as well forget about ever being able to do any art projects. That would be very deflating, to say the least. That’s what happened to Susan, a woman I met in Central California this week. She is now 72 years old and a resident at an assisted living community. Until she moved to the community, she never tried her hand at art. But living at the community, she found her creative side. She does water color painting and makes themed napkin rings for community dinners once a month. Susan now knows she is an artist.
Susan is the perfect example of how living at a senior living community is so much more than living in a comfortable apartment home or having transportation available for a ride to go shopping. Senior living is about the life inside the community and how the residents “find themselves” in their older years. The residents have had careers, traveled, and are now looking for what’s next. That’s where the community staff comes in. They should be there to encourage the residents and do whatever they can to help make their dreams and ambitions come true. Perhaps it’s learning a new language. Maybe it’s becoming proficient with the latest technology. Or, as in Susan’s case, it’s picking up a paint brush for the first time to become an artist.
How does your community help your residents fulfill their deep desires to stay active and engaged? Chances are there are many eager souls just waiting for someone to say, “What can I do to help you?” Senior living really is about LIVING, and Susan is proving that.
Click here for more ideas on how you can put LIVING in senior living.
It isn’t uncommon for us to hear about residents at senior living communities who live in independent living apartments and continue to work. It seems that more and more older adults are discovering they can still live a very active lifestyle in the professional world, while simultaneously enjoying all the services and amenities of a senior living community. And now, a recent study touts the virtues of older adults in the workforce. ABC World News aired this story, which is definitely worth checking out.
