Practicing our ABCs
The Alphabet Song. We all remember it. A rhythmic, memorable tune we learned as toddlers. It’s elementary, but it works. Even today, detailed material is often divided up into bite-size chunks and presented in an ABC-type fashion. That’s what we’ve done recently to outline what we call “The Lenbrook Way.”
The ABCs of The Lenbrook Way
The Lenbrook Way describes the culture and dedication of Lenbrook associates in providing outstanding service to our residents. Last year we undertook a major effort internally to understand what our residents value most about service at Lenbrook. Using five years of our annual resident satisfaction survey results and over 100 resident focus group participants, a team of Resident Services Champions (associates identified by their managers for their outstanding approach to service to peers, residents and guests) identified the key behaviors and individual service standards required of all associates to achieve outstanding resident satisfaction.
The team chose the simplicity of an ABC format to counter balance the complexity of the task. The ABC’s allow us to articulate the behaviors that demonstrate outstanding service. They named it the “The ABCs of The Lenbrook Way” and had it printed it on folded pocket cards for quick reference by associates. This was a very tangible way for us to invest in our associates by giving them the tools they need to be successful in their roles at Lenbrook.
The ABC’s of the Lenbrook Way provide our associates with very specific behaviors that translate into outstanding (and valued) service at Lenbrook. I’d like to thank our associates who so carefully researched, defined and refined our ABCs, and I would like to share the ABCs with you now:
For Our Associates:
C for Caring
C for Competent
R for Responsive
For Our Facilities
B for Beautiful
A for Amenities
Caring
You can see and feel the Caring heart of Lenbrook’s community. Our associates are welcoming and engaging to residents and visitors alike. If you call Lenbrook, it’s likely you’ll be greeted with “It’s a great day at Lenbrook. This is (NAME), how may I help you?” We are a community of associates and residents who care about and respect each other.
Competent
Our associates possess the skills and abilities required to be competent in their jobs and take ownership in the quality of the jobs they do. They work as team players and strive for excellence. And they are trained to ask for feedback and want to know: are you satisfied with your service experience and if not what can we do to fix it and do differently in the future?
Responsive
Understanding timeframes and expectations so we can meet or exceed them and having a “can do” attitude are musts. From answering and returning calls promptly to being on time and offering help on the spot, demonstrating Responsiveness is another fundamental trait of Lenbrook associates.
Beautiful
Our residents love the Beauty of the Lenbrook campus and facilities. Our associates take pride in keeping it that way. From our own work spaces to the common areas, if we see something out of place, we pick it up or report it to our maintenance team. Together, we keep Lenbrook beautiful.
Amenities
Lenbrook residents enjoy amazing Amenities right here on campus. With over a million square feet of space and 200 programs and events every month, being familiar with what’s available, where and when plus executing each event skillfully comes with the territory of being a Lenbrook associate. We use digital signage, traditional signage, bulletin board notices, emails, calendars, newsletters and sign-up books to help keep everyone informed so residents can take full advantage of our amenities on an ongoing basis.
Now We Know Our ABCs
Of course, nothing is as easy as ABC. However, starting from a strong base of associates who want to excel, who are aware, who consistently practice and who model the ABC behaviors for others goes a long way.
Next time you’re at Lenbrook, take a look around and see if you can spot our ABCs in action. We practice them daily so that every day is a great day at Lenbrook.
Chris Keysor is President and Chief Executive Officer of Lenbrook. His passion for the senior living industry began early in his career as a CPA with KPMG Peat Marwick. Chris progressed in executive responsibilities over the years, working for a senior healthcare provider, healthcare financing organizations and senior living consulting groups. Chris is also a nationally ranked Ironman triathlete, which he says comes in handy raising his two young children with his wife here in Atlanta.