When sales people assume I will just drop everything and make them my priority, it simply becomes annoying, hurting their chances to sell me anything.

I was startled not by the lawsuit itself, but rather that this kind of pricing discussion is still going on in the industry.

They believe the numbers should drive every decision. This is a massive senior living problem and it is continuing to unfold.

The only redeeming thing about this message is that I get to write about it as an example of how not to behave.

Branding is not just a logo or a tagline or a font. Branding is a decision about who you’re going to be — and who you are trying to get that message to.

It is way more frustrating when you have been working the sales process successfully. Then … they suddenly stop responding.  

Senior living can thrive if we can evolve a way to give people the trust and security they crave and to address the affordability question.

Most buildings offer the same amenities. So, how do you position your building differently than the building down the street?

An organization loses its identity when it renames, but the determinant of success or decline is its reputation for customer value.

When we get things right, people will line up to move into our senior living communities, and this could likely be true even in assisted living. 

Someone declares that boomers will not buy what the industry is offering. I lean in this direction but I also find myself thinking we actually have no idea.