There’s a common saying that notes, “If people are happy with your service, they’ll tell you; if they aren’t happy, they’ll tell everyone else,” and with the prevalence of online review sites today, that idea can seem uncomfortably accurate for some businesses. However, online reviews give customers the opportunity to point out not only what’s wrong, but what’s right as well. They also give the reviewee an opportunity to make things right by reaching out to the customer when a negative experience is reported. At Senior Lifestyle we look at reviews as a vital tool in our ‘Your Happiness Matters’ feedback culture for continuous improvement and encourage everyone we interact with to share their experience.
Are we doing well? What can we do better? Every business asks these questions, but without feedback from customers, it’s often hard to judge the answers. Any business with a long-range plan wants to hear the bad reviews as well as the stellar ones; continuous improvement depends on knowing what needs to be improved upon. Reviews provide us with valuable information that may not be evident at the point of sale. Consumers can leave online reviews for nearly any business, product or service, from a hospital stay to a pet grooming experience. Review sites like Indeed and Glassdoor even provide a forum for job-seekers to learn more about companies for whom they hope to work.
Why do people leave online reviews? Everyone likes to be heard; we share our opinions every day in conversations with friends, family and co-workers, so it makes sense to share those opinions with the companies from which we purchase products and services. Oftentimes, online reviewers can remain anonymous, an aspect which may pave the way for more honest evaluations. At Senior Lifestyle, we’re striving to create a feedback culture (because your happiness matters to us!), and we’ve implemented review tracking services to help us read and respond to our online reviews. We also regularly survey our residents and families using Gallup survey programs so we can learn what we can do better to create great places to live and work.
Senior Lifestyle believes that informed consumers and potential team members make better choices, and we truly want feedback from our senior community residents, families and team members. We gain valuable insight from visitors in our communities as well, whether they volunteer, provide a service for our residents or come to the community for a tour. But even more than that, online reviews provide valuable insight to future visitors who are looking to learn more about senior housing and what it’s like to live at one of our communities. Our goal is to provide the best possible experience for everyone we interact with, so don’t hesitate to let us know how we’re doing! For more information on how Senior Lifestyle works to provide an exceptional experience or to learn more about any of our communities, please visit our website at www.seniorlifestyle.com.