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iscovering how to provide the perfect customer experience can start with a desire to move mountains, asking a simple question or recog- nizing that the only way to understand what someone needs is to ask. These senior living executives have done just that. Kensington Senior Living’s vice president Tanya Walker Wirth’s enthusiasm for providing the best care ensures those mountains can indeed move. Founder and chief executive officer Michael Schonbrun developed Balfour Senior Living by asking what his mother Madeline would want, according to Dewiet Miller, executive director of Balfour at Riverfront Park. And Mark Kastan, executive director at Sunrise Senior Living’s The Colonnades says asking residents what they want instead of assuming you know makes all the difference. But regardless of their process, they exceed expectations using an approach similar to the Ritz-Carlton Gold Standards, a brand known for making the care and comfort of their guests the highest priority. While there’s a clear difference between the hotel and healthcare business, these leaders match that level of service and share what it means to both their residents and employees.


ISSUE 1 2017 / ARGENTUM.ORG 21


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