At the end of the day we are in a people business. That’s it!

By Steve Moran

I am attending the Global Leadership Summit, which is being telecast from Chicago. It is a two-day line-up of world-class leadership wisdom from names you would know and names you would not.  

One of the recurring themes that a number of speakers talk about is this one question:

How do we make them feel?

This turns out to be an amazing question that is rich and complex but perhaps more than anything the question that determines the difference between success, failure, and mediocrity.  

We need to look at this question in 5 dimensions:

  1. How do we make residents feel?

  2. How do we make families feel?

  3. How do we make team members feel?

  4. How do we make prospects and our marketplace feel?

  5. How do we make our vendors feel?

Do Feelings Matter?

At the end of the day, we are in a people business. That’s it! When we get the people thing right we have success and when we get it wrong we ultimately have failure. I started to write that in some cases feelings don’t matter, but when I started to figure out some examples, the only thing I could come up with was government services and tow trucks, where you take what you can get because you don’t really have any other choice.   

When they feel good:

  • When team members feel good . . . they make residents feel good; they don’t look for new jobs; they invite their friends to work with them; they work more efficiently; they make fewer mistakes.

  • When residents feel good . . . they live longer; they require less staff time; they complain less to their families; they tell other elders about how great it is; they don’t move out.  

  • When families feel good . . . they make the team feel good; they complain less (or not at all); they tell their friends.

  • When vendors feel good . . . they tell other people, which helps with marketing; they give you better deals; they give you better service.

  • When prospects feel good . . . they become residents and their tell their friends.

At the end of the day, almost every decision we make is mostly or at least largely feeling driven. Yet it matters.

How are you making people feel?