The "It" Factor
Debbie Manthey, Director of Operations, Housing
What is it?
Who has it? Why do they have it? How do you get it?THE “IT FACTOR”
We are on a mission to assure "it" is present in each Ecumen Community.
“It” has been described in a variety of ways which all revolve around a feeling. Warmth, engagement, energy, emotion, impression. “It” is how you feel when you are at home or with friends and feel good. “It” has a story to tell. “It” revolves around values and choice. “It” is resident centered and resident driven. “It” is about how you feel about living in your home where you are in charge of your life.At one of our leadership meetings, Mick Finn, chief of operations, talked about a recent visit to one of Ecumen’s communities, Mick walked in and found residents and staff having breakfast together €“ talking, laughing, totally enjoying each other.
Several other dining tables had not been cleared of dishes. There was no sense of hard schedules or time restraints. It was human beings enjoying each other and taking time with each other. One of the residents asked Mick, “Would you like to sit down and havesome toast and coffee”? Mick felt “it”. “It” is all about culture change. We must transform the way we deliver support and services to our seniors if we want to get “it”.
37 Comments
I absolutely agree that the "It Factor" in senior living communities is all about a feeling you get when you walk in the door (or even before). The building itself doesn't have to be state-of-the art with everything shiny and new. It's the people- those who live, work and visit there - who make it feel like a place you want to spend time at and enjoy the company.
I think conversation plays such an important part of IT. I had an interesting conversation with Mick one day. He talked about when you say hello to someone, are you "there" . . . are you in the moment . . . are you connecting with that person . . . or are you saying "HI" but really ignoring them.
Deb, you did a great of explaining "it". I remember our first conversation surrounding "it". We did not all know how to define "it", but we did a great job describing "it" (warm, friendly, kind, emotion, home, etc, etc). In future editions of the Webster dictionary, when one looks up the word "it", you will see Ecumen, because we have the "it" factor in our buildings.
What are ways to spread "it"?
I feel "it" when I enter a building and I am not sure who are staff and who are residents, except for the physical appearance maybe. Everyone is engaged with each other and engaged with visitors. Anyone who enters the building is greeted by residents and staff. It makes you feel welcomed and that all are happy to have you come into the community. You want to come back.
"It" is such a moving target. It may felt when you arrive at a new building, or an older one, or maybe not at all. To define "IT" is to define: a pleasant day, a visit with a friend or colleague, someone helping you with a chore, someone acknowledging you as a person, easily finding your way, knowing that what you need is being considered, a great day at work, a great day at home, a good smell, a good memory, a load off your mind, met expectations. The list go's on... It is not necessary to be perfect, but you must strive to get it right.
More thoughts on IT: - Great reputation - People want to work at places with IT, see it as much more than a paycheck - People go the extra mile for you as a customer. - Genuine laughter, smiles, conversation - Not boring, no two days are the same, because it has vibrancy - Respect for privacy - You know your neighbors - People brag to others about living in places that have IT; they're proud to live there and want to tell others about it
"It' Tag your IT! Debbie you did a great job describing "IT". People brag about your place when You have "IT". Consumers call to gather information and they tell me, that your the best place in town. We have staff who go the Extra mile, with Genuine laughter, smiles, coffee and conversation. I believe we have "it" here at the Wilds.
"IT" means looking at the bigger picture, putting yourself in other people's shoes, striving to feel that very comforting feeling without striving at all. I think "IT" means family. "IT" reminds me of the what it was probably like sitting down and having dinner with THE WALTONS. What a wonderful thing to spread to others and what a wonderful thing to be able to catch!!!
I love to work in a place that has IT ! I believe that " IT" is people caring about other people, people living and working by the golden rule, people connecting with each other in the good times and the bad times. IT is not about residents& employees. IT is about us and real life in the place we can be proud to call home ...
I like what you say Janis about seeing the bigger picture. Yeah, the WALTONS had IT. They loved hanging out with each other and looked out for each other. I think there's a lot of marketing that tries to manufacture IT. You have to have IT inside; IT is real; If it's manufactured, it's a fraud. But once you have IT, then you really have something to share and spread. Peace Out and Have a great 4th.
Comfortable...friendly, warm, happy, and lively. I feel that way when I go into my building. It's always a good feeling to hear and see the faces of people checking us out. You can tell if they get "it" ... what we're about. If you could be king for a day for the rest of your life, that's how we serve our residents. I believe "it" is about how we treat our residents AND ALSO how we treat our staff. When the staff feel valued and take ownership in the place they spend most of their day, "it" shows in how they respond to those we serve. "It's" home.
I suggest we use "ITS HOME" somewhere in Ecumen marketing, sounds cool
[...] in the Twin Cities, set out to change the perception of funeral homes. He sought to create the IT we talk about, to reposition, to innovate, to create hospitable places and experiences [...]
[...] think this information is interesting when you think of our on-going discussion of Mick’s “It” factor and Steve Shield’s presentation to our Leadership group. Steve talked a lot about the value of [...]
"IT" can be so many things and Deb has described it very well. As I go about my business in the city I am frequently stopped by folks (some I know, some I don't). They are aware that I work at The Meadows. The comments run along this vein: "Worthington is so fortunate to have a facility such as yours for our mother, parents, friends, etc. The staff is super, and the family greatly appreciates all that your people do for her. She really loves her home with you". There are alway ways to improve on "IT", and we continually strive to do so.
Not "IT": The other day a couple of our new administrators were here at Shoreview for their introduction to Ecumen. Those of you who have gone through one of these days know that they can be fairly grueling with lots of eager staff throwing out lots of information in a short amount of time. In an attempt to break up the day a little bit, we deviated from norm and over lunch, had the two sit in for Janet Green's Ecumen University session on the rich experiences she is having as an AASHA Leadership Fellow. It was interesting and informative and inspiring and a well-received break from the action. The only problem is that we had neglected to provide for lunch for our guests. OOPS. The rest of us had eaten before, or made arrangements to eat after, or had brought in a sandwidch, or were dieting. No evil intent here. No bad decisions. Just a thoughtlessness that prevented us from displaying "IT". "IT" doesn't happen automatically, even when only good people are involved. "IT" is not a one-time deal, but a constant vigilance. It is not one person's job, but all of ours.
[...] The All-Important IT Factor [...]
Deb - I have to agree with everyone's response - you did an excellent job of defining "IT". The facility itself can not generate "IT" its not the furniture, wallpaper or decorations- "IT" comes from an empowered and engaged staff - a staff that are called to care for those we serve - "IT" is an emotion that you feel when you walk into a community - you feel like you do in your own home or the home of a relative - comfortable and welcomed. To have "IT" you consistantly need to work togeter as a team - it's a never ending process to continually generate "IT".
I think we may have an idea of how to make "IT" happen. This morning all of our residents who live in Amador house slept in past 8am! Our staff made eggs, bacon, and toast to order as residents rose and ate in their PJ's. It was everything we hoped it would be and more. Full bellies and rested faces. It was worth all the planning and it's only Day 1! Thank you Ecumen for your trust, support, and encouragement! Ecumen allows us to go out and find "IT". Thanks.
What a great story Leah!!!! What other stories/real life examples are out there that demonstrate IT?
"It" When I think of "it" as desribed to us in a recent staff meeting, I think of people who always put their best foot forward. Those who strive to see the growth opportunities in every situation which presents in a day. It is being willing to go the extra inch or Mile depending on the situation. You can feel "it" you can see "it" when you encounter one of these people. I hear "it" when staff listen to ideas and think about the idea and how we might be able to make it work and incorporate it into our days. Participating in community events and supporting community efforts demonstrate a facility has "it". Like putting up yellow ribbons or wearing red to show support for our troops. People that have "it" are a lot of fun to be around and seem to attract others like a magnet!
Since I tend to think theologically, the "It" is a demonstration of our inherent spirit. Ecumen has its roots in spirituality and we together as an organization provide an opportunity for our spirit to creatively express itself. Intrinsically, "It" is the opportunity to connect our human spirit with the spirit of God. "It" is the expression of all that is good, right and well to make life whole and meaningful.
Two days ago, i took my mother (age 79) to visit a new independent living facility near her home in Chicago. As consumers, we immediately recognized its 'high IT" rating. Some components: residents reading newspapers and being served coffee mid-morning in the lobby, a flexible meal plan (swipe card to pay for what you want, when you want), and community college classes offered at their facility. Though in an economically-strong community, low chandelier-marble factor, but very modern (going wireless soon!) The marketing pitch included the words "choices" and "community" at least 1,000 times.....
[...] Thank you to the many people who have shared what IT is on this blog. Do you have a real-life example or story that shows what IT is and brings it to life?   Would love to hear them. To get an idea of such stories read the comments from Mary Ann and Leah. [...]
I was walking into Ecumen's Home Office yesterday. One of my colleagues in accounting Rafia Kasri was standing outside on the sidewalk. He didn't have to say hi; he was clearly busy. He excused himself from his conversation for a moment, greeted me with a smile and asked how I was doing. He didn't have to do that, but he did it and he took time. That's IT.
Open for a Better Day During a recent stay in a motel, I decided to make the 4 cups of pre-packaged coffee in a filter that was provided in my room. At the top of the coffee package was the message, “Open for a Better Day”. The message struck me as a nice way for the motel to make me feel better about staying at their motel. I wondered how we might use the phrase at the entrance to a skilled nursing facility. Could it be a sign at the entrance door? Or could it be on the cover of a brochure about a nursing home? But then, when I went to tear open the package, it didn’t really tear. I had to cut it with a scissors. And frankly, the coffee wasn’t that great. My moment of “Better Day” was short lived. I wondered how much effort we put into slogans, posters, and good intentions that don’t necessarily give us the results we want – the “It” factor. My coffee almost had “It”, but then quickly slipped away. It would be great if we could provide a welcoming package that was easy to open, had easy instructions, smelled good, tasted good, and left our residents feeling like they truly had a “Better Day” for being part of our community. Maybe that’s “It”!
"It" is very important to all of our entities that Ecumen runs: Nursing Homes, Assisted living, housing, home healthcare, etc. We want people to know across the state that Ecumen has "IT" . Our corporate office has "it." We have a great staff at corp office that are there to help us through troubled times. When healthcare organizations get into trouble, they come to Ecumen for their "IT" factor. I love being apart of an organization that has "IT" I am proud to be an "it" factor Ecumenite. Paul
[...] a gathering of 500 Ecumen leaders. We’re going to be carrying over the discussion on “It” that we’ve been having here at Changing Aging. Email This Post | Social Bookmark [...]
Love is IT. Love is the greatest experience for most people who work in older adult services. Love is required to do the job right. This may be true of many professions, but it is most certainly true in this one. Love is patient. Our customers are referred to as “residents” or “patients.” Patient is derived from the Latin word patiens, the present participle of the deponent verb pati, meaning "one who endures" or "one who suffers". Patience is the adjective form of patient. Staff remain calm and even during often trying circumstances. This is requirement of the profession, our specialty. Working with older adults is a wonderful opportunity to learn from the most experienced masters society has to offer! People who have seen good times and bad. Sickness and health. Enjoyed the best economic times and weathered recession. Folks who can really say “been there, done that.” In my career I have seen many young people mature rapidly from exposure to the wisdom of the aged. Love is kind. Effective care giving requires a desire to alleviate suffering for another person. Caring and compassionate are given attributes of persons called into the profession of nursing and other allied professions. Love does not envy, it does not boast, it is not proud. Love will place the needs of others in place of self. Paradoxically, these traits must be learned quickly if they are not already disciplines in the life of a new care provider! If one does not quickly learn to work well with others, integrate into an interdisciplinary team, and utilize the synergy of others, problems will arise. Stated yet another way, there is no “I” in team! Love is not rude, it is not self-seeking, it is not easily angered, it keeps no record of wrongs. Love does not delight in evil but rejoices with the truth. When we think of compassionate love, we think of this type of person. Love takes practice like any discipline. If you want to be good at a sport, or playing a musical instrument, you must practice, practice, practice! By no means should love be downgraded to a mere exercise. Though similarly it requires input, but you will get out of it exponentially what you contribute! Love always protects, always trusts, always hopes, always perseveres. Protecting people is so much a part of the fabric of aging services that it is almost taken for granted. Every day we protect the spiritual, physical, and mental well being of those in our trust. And of course trust is a two-way street we can never take for granted. Sometimes caring is just sticking to it, persistence. With therapy this is often the case. Simple actions can be so repetitive and routine. But measured over time results are phenomenal! The ultimate goal of love in action in aging services is to set people free. The generations alive today have seen more change than any other in recorded history. Moreover, all indications are that the intensity and variability of change will only increase. But love never fails. It is a constant you can count on like gravity. Not unlike the laws of physics, consistent application will produce consistent results. ď€
We have "It" here, I see "It" each day, all different times of the day. When someone enters our building, it is so nice to see staff and tenants say "hi" or good morning, etc... Can I help you? When I do tours and meet with protential new tenants, it is so nice to hear what a beautiful place we have here, the people are so nice and today I was told I was a selling point. Wow. That made my day, how nice was that? It is so nice to hear so many positive wonderful things about our community. I always go beyond the call of duty to make each customer feel that they are important, special and welcome. Same with the tenants who live here, they are still our customers.
As a theologically trained WOMAN, i think "it" includes our expression of equality and justice wihin and without our communities of care. Sometimes good leadership includes the humility of knowing when to follow, as well as when to lead. I think ECUMEN does this by inviting discussion, incouraging dialogue, brainstorming ideas.
IT is Love. Find Love and you've got IT.
[...] is this thing called “It?” It’s essential to creating great places to live and work. We’ve been talking a lot [...]
I have seen IT in practice in businesses and restaurants as well. Though it looks effortless, it takes just enough planning and organization to allow everyone to operate at ease. It also requires a top-down trickle of empowerment: staff is not operating to the tick of the clock, but the beat of the heart.
Pre Retirement Planning... Thanks for creating this blog. I thought it was a very interesting read. It is so interesting reading other peoples personal take on a subject....
[...] services is the ultimate customer service business. Our theme yesterday was the “Magic of It,” which we’ve discussed here.  And we got to hear the perspective from a leader at Disney (which knows a thing or [...]
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