Long-term care communities are reluctant to embrace the concept of customer service. For many, it’s “too retail” or “transactional.” But if your residents a) pay for the services you provide, b) have choices as to where they can live and c)have rights, needs and expectations, what you have are customers – no matter what you might call them. Plus, with the onset of ‘report cards’ including living environment, resident satisfaction and other service-based concepts in their ratings, customer service can no longer be denied its place in long-term care communities’ success. In this session, Petra Marquart will share her insights on how long-term care communities can use their customer-focused/person-centric tools and behaviors to upgrade the quality of care through quality service to both residents and their families.