Jacqueline Vance, RNC, CDONA/LTC McKnight's Long Term Care News
Jacqueline Vance, RNC, CDONA/LTC

Jacqueline Vance, RNC, CDONA/LTC

Most recent articles by Jacqueline Vance, RNC, CDONA/LTC

Be present to listen

I think one of the greatest tools in our customer service toolbelt is just taking the time to be present and listen to our customers. Whether that customer is our coworker, our resident, patient, family member, whoever.  The problem is, we are too often multitasking to really be in the here-and-now to pay attention. Maybe…

Can you say that again?

I still remember Mom at an “oldies” concert where they were playing “Mony Mony” by Tommy James and the Shondells. Mom’s dancing around and swinging her arm overhead like she’s about to throw a lasso. Getting closer, I hear her singing, “Ride the pony, ride the pony.” I laughed myself silly as she sang the lyrics through the whole song, not just at the end.

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