Page 2 - The Clare Connection_Summer 2019 Flipbook

LETTER FROM KYLE

Each resident who moves in has different

expectations than the next. In addition to
employee satisfaction, success at The Clare has

always stemmed from evolving and adjusting

based on resident feedback.

Y

ou frequently hear me talk about the importance of employee satisfaction – how
having a low turnover rate and highly engaged employees is critical to the success
of The Clare. While that is true, the real reason employee satisfaction is a focus is
Kyle Exline, Executive Director
because it directly converts to high resident satisfaction, which at the end of the day
is what all of us are here for.
Our 2018 employee satisfaction survey informed us that 89.5% of our employees are
satisfied at work, the highest of any LCS community. That rating mirrors our most
recent resident satisfaction survey, when 89% of residents reported their satisfaction
living at our community. And this fall, we will conduct another resident satisfaction
survey, where we will again assess and score every department and amenity based
on your level of satisfaction.

The Clare’s top priority is delivering service that satisfies the residents who have put
their trust in us. We deliver a multitude of services and amenities – so many that it
can be hard to keep track of everything The Clare offers. But there are two important
drivers for resident satisfaction. The first is that The Clare listens, and the second is
that the residents speak up. As the community continues to stabilize and operations
become more routine, it’s easy for both of these drivers to fall by the wayside. It
becomes easy for management to say, “We have always done it that way.” It is also
easy for residents to say, “Why bother if nothing will change?”
The last thing we want as a community is to become stagnant. This is why I set aside
blocks of time every few years to facilitate resident focus groups. All you have to do
is show up, and I ask a series of questions and prompt conversation. It’s a great forum
to give honest feedback and for me to directly hear from the residents. From my
perspective, it allows me to check the pulse of the community.
In the last two years, nearly 100 new residents have moved into The Clare. Each
resident who moves in has different expectations than the next. In addition to
employee satisfaction, success at The Clare has always stemmed from evolving and
adjusting based on resident feedback. I look forward to taking comments, suggestions
and questions brought forth during these focus groups and applying and addressing
them within The Clare operations. And if you missed the opportunity to participate,
Gold Coast Retirement Living Your Way
you can always reach out to me directly!
55 E. Pearson Street | Chicago, IL 60611
312.784.8100 | info@theclare.com
www.theclare.com
Editor: Kourtney Liepelt
Strategic Communications
& Relations Manager
Designer: David Hunter
www.dhdd.net
Copyright ©2019