The successful businessman, philanthropist and founder of Virgin Group, Richard Branson is notable for saying, "Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients".
While this statement sounds counter to old business wisdom, it is inherently true. Employees are the first contact customers (or in the senior living industry – residents) have with an organization. Employees who are treated well, educated and routinely challenged in their roles are undeniably happier – directly affecting how they interact with residents. So what are senior living companies doing to help employees and caregivers reach their full potential and therefore improving overall customer service for residents?