TRANSCRIPT: I think it all starts with hiring compassionate staff. That’s what residents respond to the most. They deeply appreciate the compassion, dedication, and patience our team shows them every day. In turn, it makes them feel valued—and like they’re living in their own home.
That experience is further enhanced by the fact that we’re not a cookie-cutter model. We’re not a big public company treating every community the same, designing every building the same, or offering the same food menu across the board. Residents can tell that we’re listening to them. We’re adapting our operating model, our menus, and our programs to reflect what they feel is most important.
They feel like they have a say in what happens at their community. That sense of empowerment—having a voice, being heard—goes a long way toward making them feel truly at home.
The staff come to work here because they love serving seniors. And our residents are here because they enjoy the interaction—with each other and with our associates. Housekeepers often spend more time with residents than the residents’ own family members. Our servers get to know them on a personal level. These relationships are more than service interactions—they are deep bonds that form naturally over time.
We’ve even had couples meet and get married in our communities—some well into their 90s. It’s just another example of how strong the connections are, both between residents and associates and among the residents themselves.
When I visit our communities and host focus groups, one of the questions I always ask is: “Why did you choose to move here?” A common answer I hear is the robust programming. It’s not just a fitness class once a week or for a few hours a day—it’s daily engagement across a wide variety of dimensions: spiritual, emotional, intellectual. Our residents find this level of stimulation meaningful. For many, it’s one of the key reasons they move in.
The Art of Living Well is a foundational part of our culture. It represents what we believe residents are truly looking for in a community. Aging is not just a science—it’s an art. It’s about continuing to pursue your passions, learning new things, meeting new people, and discovering how to live and age with joy and purpose.
Our approach is holistic. It’s not just about care—it’s about living well and aging well.
Trust is a key ingredient in any relationship, and in any company. At our core, we believe in building trust and transparency. We aim to continuously strengthen the symbiotic relationship between staff and residents. When you hire people who genuinely love working with seniors, they deliver exceptional service. That service is appreciated deeply by residents—and the result is long-term, sustainable success for everyone involved.
That’s what sets us apart: we consistently balance the needs and interests of three key groups—our associates, our residents, and our ownership group. And we’ve done it well, for a long time.
But more than anything else, I believe what we offer does good for people. When someone moves into one of our communities, they’re not just changing where they live—they’re gaining something deeply meaningful. And I know, without hesitation, that the level of service we deliver is one I’d be proud for my own parents to experience.