Pioneer Network Conference: Revolution in Slo-Mo?
What to make of this year’s Pioneer Network Conference? All in all, it was a fine event, well attended and stocked with the usual array of inspiring and informative presentations on culture change....
View ArticleThe Cost of Going the Extra Mile
Recently, I had the pleasure of speaking with Jill Guindon-Nasir, the head of Ritz Carlton’s global training division. Signature is looking at a variety of possible partnerships with Ritz Carlton. We...
View ArticleThe Customer-Centric Personality
Dave Baumgartner likes to say that working at Signature sometimes feels like you’re holding a winning lottery ticket. The energy, confidence, and overall sense of purpose here is, at least in my...
View ArticleFear and Trembling in Rev A
George Burkley is one of my favorite people at Signature. Even in an organization that is overflowing with passionate and focused individuals, George stands out as a leader. I could go on at length,...
View ArticleThe Wounded Healer in the Nursing Home
I believe that there is no more sacred or important work being done anywhere on this Earth than the work being done inside nursing homes. In a nursing home, there is no hiding from death, no retreating...
View ArticleA Tale of Two Customer Experiences
Last week, my father-in-law had total knee replacement surgery. Thankfully, the operation went well, but as anyone who has been through one will tell you, the surgery itself is the easy part; it’s the...
View ArticleWhat’s at Stake
Let’s be honest: people do not like nursing homes. No matter what we call them–skilled nursing facilities, long term care providers, post- or sub-acute care centers–it doesn’t really matter. All...
View ArticleLessons from CNA School
Yesterday was first day of clinical lab training for the group of Signature executives who are going through CNA certification. As challenging as the online coursework has been, the labs really...
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