Smart Business Magazine, January 2016

January 2016 Smart Business Columbus 19 At the same time The Village has a hospitality training program for all new associates called extraordinary impressions It asks the associates to do 10 things on a regular basis with the residents A valued part In order to find the right people who can deliver that kind of service Kuyoth finds one of the easier things is to keep turnover low in the first place The Village has a competitive benefit package for a senior living community it still pays for 75 percent of health insurance It also does an annual associate satisfaction survey in order to listen to employee concerns and challenges Even little things help like an employee appreciation wall The 20 year associates are recognized with a special action shot of him or her doing something that theyre passionate about outside of work It shows them as not just associates but as people that have fascinating lives Kuyoth says This is what my caregiver does when they are not here serving me If associates work in an organization where they feel valued individually by the ownership and a part of the successful outcomes with their customers you can achieve success When new associates do need to be hired the comprehensive on boarding and training helps everyone at The Village understand the expectations It wouldnt be desirable but if someone goes through that training and either they now identify that this isnt a good match for them or we identify that same thing by doing that training thats going to be a better situation than finding that out six months in he says Process problems Again it all goes back to the organizations culture having good training and processes to support the people and ultimately the customer In most cases challenges that you have in running a community arent people problems they are process problems Kuyoth says In order to fix process problems Kuyoth listens to both his associates and the residents Throughout his career hes sponsored birthday lunches The associate receives a gift card and in return he learns how to improve operations Although the program has not been as successful as Kuyoth would have liked as far as participation hes gotten great ideas from those who attend The residents also help The Village manage and modify services For example two years ago the nonprofit added a full time physician Many residents however still preferred to go to their local doctor so they asked if they could use that physician for urgent care As a result Kuyoth says they modified the service And if youve built an environment that nurtures a strong partnership between the employees and customers youll see that relationship go both ways Every year the residents get together and provide each associate with a holiday cash gift Kuyoth says the program is unsolicited its resident funded and organized At Christmas they get their normal paycheck and they get an additional bonus from the residents he says And for associates that its their first time to get that check they say Whats this Thats from the people you cared for this year and its just something special How to reach Friendship Village of Dublin 614 764 1600 or www fvdublin org Almost every associate who works here says the reason that they came and the reason they stay is because they enjoy working with the residents JERRY KUYOTH EXECUTIVE DIRECTOR FRIENDSHIP VILLAGE OF DUBLIN