Recently I was asked to share my ideas, experiences & entertainment with the delegates of the 2008 Geratec Symposium, who were all actively involved in working in retirement villages & frail-care facilities or are in some way related to providing services to this industry.
I suppose you & I don’t often think about where we will be spending our ‘Golden Years’ but I’m sure you hope that you’ll be able to live comfortably in a safe & happy environment. Besides discussing new developments in technology, medicine & business, the organisers realized that the delegates were also there to find new ways to look at encouraging their staff to provide “Wow!” moments. They approached me to present my “Magic Moments” talk to a lecture hall full of care-givers, business owners, managers & supervisors.
The business-orientated content of the “Magic Moments” talk is based on my book, “The Serious Business Owner’s Guide to Creating Customers For Life“, but with several unique themes that were focused on the particular demands & work environments of the delegates. I think that senior citizens these days have generally better health, more freedom & so much choice available that when they decide where they would like to live & be looked after, they know that they can demand exceptional service. I shared this idea with everyone, along with the tried-&-tested success techniques of “Customers For Life“, & together we all committed ourselves to creating more “Magic Moments” for others in our pursuit of success.
We all had a really great time & the response was awesome! In fact, they all enjoyed the presentation so much, that Geratec & some of the delegates have asked me to repeat this talk for their own staff.
By changing people’s perceptions from thinking about serving their own needs, to becoming passionate about looking after other people’s needs, they not only create a happier, safer & loving environment: it’s also very good for business. By introducing the concept of “Magic Moments” as something that everyone can be involved in, while laughing & being amazed, I’m able to anchor the positive behaviour with a physical response!
I’m really beginning to enjoy these ‘shows’ … especially after this response from one of the managers of Panorama Palms Retirement Village:
Thank you so much for a “MAGICAL MOMENT” morning. There were so many priceless moments in that session. This Panorama Palms & Geratec teambuilding will be remembered for a long time. I have listened to the staff at their different tea breaks and I hear they have not only been WOWED but they have learned some important and positive ideas. Thank you to all that made this teambuilding happen and we can refer to it when we want to talk about working as a team and creating wonderful moments for our residents.
Have a wonderful week
Ms Annemarie Heydenrych
Lifestyle Consultant
Panorama Palms Retirement Village
Thank you so much: it’s gratifying to hear such a heartfelt response. It was my sincere pleasure to share my ideas & experiences with you!
