Feel like you need to renovate your building to boost resident satisfaction? Here's a tip: Make sure your staff knows the names of all the residents first. And black toilets might not hurt, either.
What's in a name? That's a fairly topical question, given the many differing views on how best to describe the business we're in. Not that this field's identity crisis is a recent development.
Hope you have a pencil handy with your scorecard at home. One with a good eraser.