A three-step formula for service visits: knock and greet by name, offer to remove shoes, give a sincere compliment about something in their home, then finish the job neatly and leave. Speed, courtesy, and respect together earn five-star reviews.
3 things that you could do when you roll up to the unit that I think would deliver like a 5 out of 5 for the resident. Step 1, you knock on the door, you greet them by name, and all I want you to do is just ask if you want to take your shoes off or put on booties. Cleanliness matters. You're going to somebody's home. That's easy. I'm like, okay, well, when you step into the door, I want you to give one compliment. Okay? If there's a dog, say cute dog. If there's a picture, say nice picture. If she has nice haircut, say beautiful hair. Literally walk in and say something nice. Okay. Step 3, go fix the thing that you need to fix by working neat and clean. Say thank you and leave. Speed in itself is a good experience, but our words and our actions and what we do when we're in front of the residents matter.
