Remove the word “impossible” from your vocabulary when dealing with residents, short-term patients or family members. As we all know, good customer service is the best way to increase census. For example, when dealing with upset customers always stay calm and ask, “What do we need to do to make this situation right?” Make sure you get the facts right, avoid making excuses and explain how long it will take to “fix" the situation. Most importantly, always keep your promises.