Anatomy of an Assessment

Since the title of this blog leads with the term “anatomy,” it may be helpful to interchange “assessment” with “examination.” That interchange helps with the analogy of how we care for our personal health and how we take care of our business’ health. We have regular...

The Value of Secret Shopping

One of the most common ways companies across industries measure their customer service is to secret shop their representatives, whether over the phone or in person. Senior living communities also benefit by measuring the service they deliver to senior living shoppers...