Summary
In this episode, Jerry Vinci speaks with Rana Baalbaki, a seasoned customer service representative at Kisco Senior Living. They discuss the vital role of customer service in enhancing resident satisfaction and the unique challenges faced in the senior living industry. Rana shares her journey into the field, the importance of creating lasting impressions for new residents, and how to empower them with choices. The conversation also touches on changing perceptions of senior living, the significance of social life for residents, and the strategies for a smooth move-in process. Rana emphasizes the need for strong customer service to support sales efforts and highlights Kisco’s commitment to continuous improvement and staff satisfaction.
Takeaways
- Rana has a deep passion for working with seniors.
- Customer service creates a family-like atmosphere.
- First impressions are crucial for new residents.
- Social engagement is vital for resident well-being.
- The move-in process should feel like home from day one.
- Residents should feel empowered to make choices.
- Aging residents are increasingly entering care at older ages.
- Budgeting for future care is often overlooked by families.
- Effective communication is key during crises.
- Kisco prioritizes staff training and satisfaction.
