Do You See a Cake or the Eggs?
I heard an analogy not too long ago from an advisor at Jackson Spalding and it stuck with me … so much that I used the analogy to kick off a monthly resident information meeting. It’s about the making of a cake.
Most cakes are made with simple ingredients: flour, butter, sugar, milk or water, baking soda, eggs, and of course flavoring — vanilla, chocolate, etc. When you see a cake, whether it’s a sheet cake or a seven-layer cake, do you see the eggs? Not really. Why not? Because all the ingredients combine to make it into a fluffy, delicious dessert.
Sometimes big projects at work or renovations in a community are like that. Dozens if not hundreds of pieces of information, processes and materials are used to make the final product. When we see the final product, as with a cake, we don’t immediately see that our ideas/ingredients were put in there.
Essential Ingredients
If you leave out an essential ingredient (like the baking soda), your cake most likely will not turn out fluffy. Here in our community, listening to residents is one of those essential ingredients that goes into every project, program and renovation. We have 500 resident voices here at Lenbrook.
To ensure we consistently include this essential ingredient into our programs and projects, we’ve established a framework for listening to our residents’ voices. And, a framework for following up on what we’ve heard, so residents can see their eggs went into the making of the cake.
These include:
- Weekly community chats
- Monthly Resident Information Meetings
- Lenbrook’s Residents Association
- Special Focus Groups
- Our Resident Relations Coordinator
- An Official Resident Feedback Log
- Management’s “Open Door” Policy
Case in Point: Our Library
One of Lenbrook’s favorite community “spaces” is its library, with about 250 books checked out each month and over 4,000 books in its collection. Over the past 30 years, the library has had four different “homes.” Its last location consisted of a small room to house the books and a separate reading area just outside the book room and adjacent to the main Lenbrook living room. There were no doors to create a quiet reading area.
Redesigning and relocating this treasured space was no small task. We knew we needed more book space and more open area to browse through the books. The library also needed to be closer to most residents and have the ability to become a quiet space as well as host occasional meetings.
To obtain our essential ingredient (resident input), we held multiple Library Committee focus groups. I myself had over 20 personal interactions with residents specifically about the library. We also reviewed residents’ proposed designs, held ad hoc meetings and our Vice President of facilities worked closely with the Residents Association’s Library and Buildings & Grounds Committees.
Our library now has more capacity; has double glass doors which can be closed for quieter times; tables and chairs for games and puzzles; a large meeting table with chairs; and comfortable reading chairs with good lighting. And while some residents may not have immediately recognized their eggs when they saw the library (the final cake), I know the amount of time and consideration from residents that went into reaching the final location and design.
Ensuring Eggs are in the Batter
We encourage active engagement within our community so that residents not only have ample opportunities for fun and fellowship, but also opportunities to be heard and to listen to others. Participation brings about understanding and camaraderie. And in our experience, the more participation, the happier the community and its members.
With all this talk about cake, I might just bring one to our next Community Chat, which by the way, are now held in the library each Wednesday at 9:30 a.m.
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.