Word of Mouth Customer Service & Satisfaction

  • Uniform excellence in customer service

    Help ensure uniform excellence in customer service by avoiding the use of all “labels” to describe your more challenging residents and family members. Classifying them as “complainers” or “difficult to please” can create a negative attitude among staff that breeds complacency and lowers the standard of customer service.

  • Why recommend your organization?

    Word of mouth remains a powerful source of referrals for your organization. Want to know the top three reasons why a family member will recommend your organization to a family member or friend:

    • Confidence that staff is providing all the assistance and care needed for their loved one.
    • Staff's ability to keep their loved one safe.
    • Perception of a "well-run" organization.