Customer Service & Hospitality Coaching
Empowering Staff to Foster Welcoming, Respectful, and Resident-Centric Communities
Creating Connections: The Power of Hospitality in Senior Living
At Bobby Sumner Consulting (BSC), we understand the evolving expectations of today’s senior living residents and their families. As the market shifts towards a hospitality-oriented model, it’s critical that every member of your team, from reception to maintenance, embodies a welcoming and service-focused approach. Our Customer Service & Hospitality Coaching provides the tools, language, and strategies to help your team make meaningful connections with residents and prospects alike.
In the senior living industry, customer service extends beyond basic assistance; it’s about creating an environment where residents feel valued and respected. Our coaching ensures your staff can:
Engage residents with warmth
Equip your team to approach every interaction with a sense of joy and welcoming that leaves a positive impact.
Foster a culture of hospitality
Teach staff the difference between “hospitality” (what they do) and “etiquette” (how they do it) to elevate the resident and family experience.
Respond with empathy
Show staff how to meet each resident’s unique needs, with a focus on respect and understanding.
Building a foundation of respect and empathy
New staff learn the basics of respectful, empathetic communication, setting a strong foundation for resident interactions.
Enhancing connections through evolving insights
Seasoned employees gain refreshed insights on fostering resident connections, adapting their approach as the market and resident expectations evolve.
Core Elements of Our Customer Service & Hospitality Training
Our coaching program addresses key areas that enhance the quality of resident interactions. Here’s what we cover:
Understanding Resident Expectations
Your team will learn about today’s senior living market trends, so they’re aware of what residents and families value most in a community.
Effective Communication
Equip staff to avoid outdated or offensive terminology and use language that resonates positively with prospects and residents.
Welcoming Atmosphere
Empower your team to create a community where everyone—from visitors to long-time residents—feels valued and respected.
Handling Objections Respectfully
Teach staff how to respond to concerns with empathy and professionalism, helping foster trust with residents and families.
Frequently Asked Questions
A: Customer service coaching empowers all staff to become brand ambassadors, whether they are interacting with residents or working behind the scenes. Each team member contributes to your community’s welcoming atmosphere.
A: Yes. Our training covers appropriate, respectful language that resonates with today’s seniors and their families, enhancing the impression your community makes.
Set a New Standard for Hospitality
Creating a resident-centered, respectful environment is essential for today’s senior living communities. With BSC’s Customer Service & Hospitality Coaching, your entire team can make a meaningful impact on residents and prospects, helping your community stand out as a place where seniors feel at home.