Two programs to elevate the resident/patient experience you are providing
While many speakers emphasize customer service, I believe in the profound impact of Hospitality. Customer service attracts potential residents to your members' communities, or patients to your healthcare system. But Hospitality—ensuring that customers and employees feel valued and cared for—retains them and transforms them into passionate storytellers.
How many storytellers do your members have, both externally and internally? I firmly believe that the care and hospitality extended to customers and employees throughout their experience cultivate these storytellers, who then contribute significantly to your marketing efforts at no additional cost. I am a testament to this. Beyond being a speaker and trainer at conferences like yours, I offer a unique perspective. As a caregiver to my parents (in Assisted Living) and my aunt (in Memory Care), I have become a storyteller on their behalf, sharing their positive experiences.
The Heart of Your Community-
The Dining Table
74% of senior living communities rank dining as “very important” in terms of its level of importance in marketing their community. (SHN Industry Dining Survey)
I know you do as well. And most importantly, I know your residents are always thinking about the dining experience they are having in your community. The dining experience is the “Heart of your Community”… for them. And I know this to be true, as I am a client in your industry, with three family members living in communities like yours. And both the food and the experience are important to them.
The question is- if your residents were asked how the food experience in your community is, what would they say? Are your residents just “eating” or are they “dining”? What’s the difference?
A dining experience involves much more than just the food itself. Bob's expertise in the hospitality and dining industries is a must-have for senior living communities looking to retain and invite new residents. Bob's educational programs offer a step-by-step approach that can be implemented immediately! Whether you are assessing an existing care community's dining program or opening a new community, Bob's programs are a must-have!
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Kelsey Loushin, LICDC-CS, CDP, President, Eldercare Professionals of Ohio, LLC
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That’s why I am using my experience in customer loyalty/experience and food/beverage to offer a comprehensive training program that is easy to learn, professional to implement, and cost-effective for you.
We work with healthcare organizations that are in the dining and hospitality business. if you serve food, you are in the dining and hospitality business. We know how important the dining experience is- whether they are your patient, your residents, their family members, or your community.
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The Power of Creating Loyal Customers (or Storytellers
There is a “missing link” in business today. This link is the difference between just delivering “customer service” and wanting to deliver “Customer Experience”. Our seminars and workshops focus on giving your people the tools to use The Power of Hospitality to create the "art of making a personal connection" with the people they come into contact with every day. Your people and their teams are the brand and the face of their organizations.
The seminars I design are customized for your industry and your challenges. I know what you do isn't easy, and that your customers can be at times a little challenging, But I also know they love it when they are taken care of. I believe we go to a medical practice or a senior living community to make sure we are taken care of physically, but I also believe we come back, but how we are made to feel.
As we were developing a customer service quality improvement project..., the one person who we knew would be the perfect fit to conduct the trainings was Bob Pacanovsky. He comes with excellent customer service skills, a motivating message, and a unique perspective as a family member of individuals living in long-term care. He takes the time to fully customize his seminars to your goals and expectations all while holding true to his Black Tie Experience Principles. Bob shares real-life relatable experiences whether you are a resident, family member, or employee of a community.
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You cannot help but be impacted by his seminars and trainings. He genuinely cares for his customers and goes above and beyond every time!
-Julie Esack, Quality Improvement Ombudsman
That’s why I am using my experience in customer loyalty/experience to present you with a comprehensive training program that is easy to learn, professional to implement, and cost-effective for you.
I have created a full program that has both an in-person training component to it as well as virtual sessions. All of these have been approved for CEU credits in my state, and would be happy to see if they can be the same in your state.
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Below is an infographic that highlights the success of a program like this, as it was a fantastic collaboration with a healthcare organization...and the results were outstanding!​​