Dear Team Benchmark,
Welcome to a human connection company!
That was one of the key messages from our recent Town Hall. The day featured a review of last year’s accomplishments and a look ahead to the future.
We had great conversations, and even some fun as several associates performed entertaining skits centered around our new Service Promises. You will learn more about our new service standards in the upcoming months, so stay tuned!
Here are just a few of the accomplishments we celebrated in 2018:
Rolled out our new mission, vision, values
Completed 1,530 Radiant Acts of Kindness touching the lives of more than 7,500 people
Opened two new communities – Sturges Ridge of Fairfield and Whisper Woods of Smithtown
Developed a Project Management Office
Launched a Financial Concierge Program
Developed a new hire process and onboarding guides for communities
Revamped the community 2-day GO/Compass to become a 3-day GO that starts with a culture day in each community
Launched and implemented a new CRM system and Contact Center for sales
Implemented an “all day” dining model
Our full list of accomplishments – four pages long – speaks to the power of being aligned as a company and living our Called to Care, Better Together, and Be the Benchmark values. Here are some additional highlights from 2018:
Overall retention increased from 58% in 2017 to 72% in 2018
One Company Fund distributed $121,000 to 130 associates
Welcomed the return of 360 associates in 2018!
Returned $1.2 million of workers’ compensation savings to communities due to a reduction in work-related injuries
Our overall census increased from 88 percent in 2017 to 90 percent in 2018
Associate satisfaction scores (i.e., eNPS) increased from 37 in 2017 to 50 in 2018
The list goes on and on! And we’re not the only ones who have noticed the change. Our resident and family satisfaction levels have increased as well. We’ve received more calls and letters this year from happy residents than ever before. Our efforts to transform from a senior living company to a human connection company are taking root, and I can’t wait to see what happens in 2019.
As we look ahead to the future, it’s about deeply knowing and caring for one another. As associates, it starts with us and extends to our residents and families. As we understand each other, we are better able to meet each person where they are and connect them to what’s meaningful and possible. This is the power of our mission, and the work we do each day.
We have an incredible opportunity to change the narrative for our customers and create a different future, one that is so vibrant and meaningful that everyone looks forward to it. Can you imagine a time where moving into one of our communities is something people yearn for and view as an experience they simply can’t miss? I can, and this is the future we are all going to create together!
Our mission, vision and values remain at the core of everything we do. You all deserve tremendous credit for a wonderful 2018 as our transformation from a senior living operator to a human connection company continues.
I invite you to check out some of the photos from the Town Hall below and look forward to sharing more soon.
Oh, I don’t want to forget one final message: Go Pats!
Chairman and CEO