You can be the fountain, or you can be the drain. This is what the keynote speaker said during the opening keynote of the 2016 Oregon Health Care Association conference. Someone else had said it to her and she used it in her presentation titled Get what you want with what you’ve got. Most of the talk was quips and ideas you’ve maybe heard before or may have in a slightly different fashion. This sentence struck me though. I hadn’t heard it before. It so simply creates an image, a visual, succinctly representing one thing–choice. You have a choice in everything you do–we all do. It doesn’t mean we won’t have bad days or annoyances or times we just want to scream. It just means we have the choice to let them flow through us and be repurposed into something beautiful or let it drag us (and those around us) down.
She went on to relay a story about how her son was attempting to get an autograph from a Harlem Globetrotter after a performance. He kept getting shoved to the back and, after realizing there was a player on the side, he went over to the gentleman that wasn’t as protected by the crowd. When the young boy asked how the player “was doing” the player smartly said, “better because you’re here”. She was struck by the glow on her son’s face. How special he felt because of that comment.
Senior Housing News recently published an article about “relational marketing vs. transactional marketing“. The idea is that instead of treating your marketing and sales efforts like a transaction (i.e. I provide X, you pay Y), senior living needs to treat marketing and sales like a relationship (i.e. we’re working together to get you the care and services you really need). I must admit, this is not a new concept to me. The senior living companies that I’ve been the marketer for have subscribed to this philosophy for years. I recognize, though, that its hard for some to transition out of the “sales” mentality. How do you do it?
I’m reminded of a Maya Angelou quote which I’m sure you’ve all heard: I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Fountains are possible because of a simple use of one of the most basic elements on Earth–and yet they can produce amazing joy and fun. Feeling special is possible because of a simple word said in the right way and a person with the where-with-all to choose that they are going to be the fountain.
I hope in your day to day, you can find a moment to ask–how can I make this person feel special today? That’s the “holy grail” in filling a community and making those “sales”–by filling it with love and commitment to the people (all people) that make up the community.
How do you make residents, families, and employees feel special? I invite you to comment and share what you’ve experienced.
About the Author: Amira T. Fahoum is the Director of Marketing and Director of Operations, Northwest Region for Compass Senior Living located in Eugene, Oregon. Her path to senior living started when she simply decided to be open to possibilities in life. Possibilities are what led her to eight years of learning the senior living industry in roles ranging from Administrative Assistant to Director of Sales and Marketing. Possibilities also led her into the world of education technology for almost three years. Now, on her journey with Compass, she has found true reward in working with the people that care for others. She lives in Eugene with her husband, Michael, where they enjoy golf, travel and volunteering.