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Ecumen Provides 10 Tips to Make Senior Housing a Cruise Ship on Land
Date:12/22/2009

that were either upset or had some sort of mishap on the cruise. That peace offering combined with authentic appreciation for the person choosing the cruise line helped turn the tide. Whether on the cruise ship or working in senior housing, you want every person to know they are genuinely appreciated. You can’t fake that.

4. Say Hello (With a Smile): Whether on a cruise line or in a senior housing community, people are customers. Always, always say hello – with a smile – to them. No job is so demanding that you cannot say hello and mean it.

5. Providing Choices Puts Customers in Control: Having choices are vital to happiness. Murray says that when weather was rough on the seas, they sometimes had to miss a planned port of call, so they’d give passengers a choice of either a day at sea or substitution of another port. “We knew the majority would always want the substitute port, but by giving them a choice they rarely complained about missing the planned port,” said Murray. “Choices empower people.”

6. Don’t Assume: People who are expecting something and don’t get it, understandably get frustrated. Sometimes passengers approached the purser’s desk angry that their cabin had been changed, yet 99% of the time these people had received a complimentary upgrade to a nicer cabin. Perceptions are everything and making the wrong assumptions can skew them.

7. Communicate Your Message Frequently: Communicate many different ways to make sure the message comes across. On a cruise ship we shared key information frequently through the combination of the public address system, daily activity newspaper, on the televisions, in the dining rooms and elsewhere. People like easy-access information that makes their lives easier. And in a place of hospitality, they expect it. Deliver.

8. Find a Way to Say Yes: Even if your answer to a request has to be a no, there is u
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