Speed walking to a meeting with Jay Dettorre down the halls of the Western Reserve Masonic Community is always an experience. You will stop to pick up a leaf that blew in, or to greet each and every staff member you pass, or talk with each resident who comes by. He knows them each by name and story and they are clearly thrilled to see him. Â Whether it is an invitation to pull up a chair in the beauty salon by the ladies getting their hair done, or a joke told by someone in the dining hall, Jay is always there with a smile and an appropriate response. Â The culture in this place is amazing. Imagine for a moment what he has to accomplish. Â His immediate customers are his residents and they have to be comfortable, safe, taken care of and be able to live […] Continue reading
Communicate culture to your prospective employees to make sure you get the right fit.
Customer experience is vital and happens in the small moments each day rather than big events.