Summary

In this episode of 'From Leads to Leases', host Jerry Vinci speaks with Petra Marquart, an expert in customer service training for the long-term care industry. They discuss Petra's journey from performing on stage to advocating for compassionate service in senior care. The conversation delves into the philosophy behind the See Me Training program, which emphasizes the importance of seeing and respecting residents as individuals. Petra shares insights on leadership, culture, and the critical role of self-esteem in caregiving. The episode concludes with practical advice for leaders looking to transform their communities and foster a culture of care.

Learn More

• Connect with Petra Marquart on LinkedIn
• Hire Petra for a Keynote Appearance
• Learn more about See Me Training

Takeaways

• Customer service should be a philosophy, not a checklist.
• The See Me Training focuses on seeing and respecting individuals.
• Leadership directly influences the culture of care.
• Self-esteem in caregivers affects the quality of service.
• Training must be ongoing and integrated into the culture.
• Great service is about how residents feel about themselves.
• Leaders should model the behaviors they want to see.
• Empowerment and dignity are crucial for residents and staff.
• Hiring the right people is essential for maintaining culture.
• Transforming culture requires patience, investment, and commitment.

Chapters

00:00 Welcome to From Leads to Leases - A Senior Living Business Podcast

01:46 Petra Marquart - Keynote Speaker, Author, and Trainer

02:31 How Petra Found Herself in Senior Living Customer Service Training

05:35 How a Crisis Helped Shape Petra's Customer Service Program

12:30 See Me Training's Core Philosophy

14:25 What Senior Living Customer Service is Really All About

19:57 The Correlation Between Staffing Shortages and Subpar Service

29:28 Great Customer Service Starts with Great Culture

36:57 Are They Residents or Are They Customers?

40:01 Residents Hold a Silent Fear of Retaliation

47:03 The Disconnect Between What Leaders Say and Actually Do

53:20 Service Leadership in Practice

57:19 How Leaders Can Identify Low Self-Esteem in Caregivers

01:02:27 First Steps to Transforming Culture in Your Community

Keywords

senior living, customer service, long-term care, leadership, empowerment, training, culture, See Me Training, Petra Marquart, caregiving