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2016 Spring Conference Think Tank
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When: Wednesday, March 9, 2016
Where: United States

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Managing Service Recovery- A day in the life of the assisted living professional

An Executive Think Tank Session from WALA

The Wisconsin Assisted Living Association (WALA) is delighted to invite you to an exclusive event offered at our 21st Annual Spring Conference.The goal of this executive Think Tank event is to bring together industry leaders to discuss agents of change in the assisted living industry:




Good supervisors, managers and caregivers do the best they can. But real people in real life sometimes do not meet expectations and responsibilities. When things go wrong, when systems and care break down, all hell can break loose.


Many times, when there is a service failure, the manner in which it is handled by the facility staff compounds the problem. The results are predictable. The customer (resident or family members) becomes more upset, loses confidence in the facility and escalates the response. The outcome is a more irate resident or family member, negative word of mouth in the community, a call to the state, or even a call to an attorney.




This highly interactive session, based on research and real life experiences, uses humor, case studies, and interactive exercises to cover the basis for customer satisfaction (and dissatisfaction), techniques on how to respond to upset customers, and the steps for service recovery. You will have tools to create a stronger team with a new perspective on residents & families and a concrete plan of action to implement.



When:Wednesday, March 9, 2016prior to the opening of the WALA Spring Conference


Where:Kalahari Resort in Wisconsin Dells


Time:4:00 - 5:30 pm

Meet our guest presenter:


Dr. Ronald E. Retzke is a recognized healthcare executive with over 25 years of experience in marketing and sales, customer service, training, and strategic planning. He founded Retzke & Associates in 2000 and has provided services to national long term care companies, regional companies, trade associations, risk management organizations, and community nonprofit organizations.


Dr. Retzke has held senior management positions from 1980-2000 with Extendicare Health Services, with over 240 skilled facilities in 14 states and $1.3 billion in revenue. As VP of Sales and Marketing, he directed the overall sales and marketing strategy, directed the consumer satisfaction survey process, and responded to high-risk complaints and situations.

Early in his career, Dr. Retzke was a senior partner with a management and program development consulting company. He has also served as an instructor at Marquette University in Milwaukee, Wisconsin.





Registration for this event also offers you registration to theWednesdayMeet and GreetNetworking event (an $85.00 value) from 6:00 - 7:30 p.m.This is a two-for-one exclusive offer! If you already signed up for the networking event, so indicate on the sign up form - there is no additional cost.We encourage you to also support the WAL-A-Wine to provide scholarships for future assisted living leaders.


Thank you to our 2016 Fall Symposium Sponsors!

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