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How Senior Living Communities Create Memorable Experiences for Residents · Hearts of Excellence

• [00:00:00] Sarah Davis: I would say to older adults, seniors, and their families, I would say you're not alone, and it's okay to be scared. [00:00:07] Do it anyway, right? [00:00:09] this is what needs to happen to live their best life, or my best life, or my parents' best life. Mm-hmm. Whatever it is, making that decision is the hardest part. [00:00:16] Once you can really wrap your head around that, the rest is kinda downhill from there. Easy. Not in a bad way. Mm-hmm. Yes. easier process of just going through the things to get someone there. Um,​ [00:00:29] Chelsey Gheyara: [00:00:29] Amanda: You are listening to Hearts of Excellence, brought to you by Majestic Care, where real stories from long-term care come to life. [00:00:37] Chelsey Gheyara: we are sitting down today with two leaders that we know and love dearly in our senior living space, um, Shannon Ammerman and Sarah Davis. [00:00:46] Shannon, with years of experience in assisted living and memory care, has helped shape multi-state communities across the country. And I can't wait to dive into more of your background and expertise. And Sarah, on the other hand, is [00:01:00] an expert in building high-performing sales teams, and has spent over 13 years developing strategies that help families make some of life's toughest decisions. [00:01:11] So together, the dynamic duo- ... they bring a deep understanding of what it takes to create truly memorable, life-affirming experiences for seniors and their families. Thank you both for being here with us today. Is this your- Thank [00:01:25] Sarah Davis: you for having us. [00:01:26] Chelsey Gheyara: Yes. [00:01:26] Sarah Davis: Thank you, Chelsea. [00:01:27] Chelsey Gheyara: Yes. Is this your first podcast? [00:01:29] Sarah Davis: Yes, it is. [00:01:30] Mm-hmm. [00:01:31] Chelsey Gheyara: I love it. I love it. Well, I'm excited for the conversation. Let's just kick us off. Um, Shannon, you started as a CNA. Yes. And now you are the VP of Senior Living at Majestic Care. Overseeing multiple states. Shannon, can you take us back to the first moment you realized this work was your calling, and what drew you in? [00:01:50] Shannon Ammerman: Sure. So, um, I originally started, um, when I was in college. my dad told me I had to work in a factory [00:02:00] because I wanted to go do something fun, work at the tanning salon, the mall, whatever. Um, so he said, "No, you're gonna go work in the factory. [00:02:09] You need to, you need to learn what work is, and if you don't do well in college, this is what you're gonna be doing." He was trying to scare me. It worked. I was working 12-hour shifts. It was, it was, it was okay. But, um, my friend was working as a CNA, and she said, "I want you to come work with me." [00:02:27] And I said, "Dad, can I go work with Sarah?" I know lots of Sarahs. But I said, "Can I go work with Sarah as a CNA?" And he said, "Yes." So, um, I went. I went through the course, and I loved it. I had so much fun. When I back, went back to Purdue, I went and got a job, um, in activities actually. I was an activities assistant, and I was thinking, "Well, I hope I can keep this job." [00:02:56] You know, every Saturday morning I had to be there at 9:00 AM, and I'm just like, [00:03:00] "I don't know if this is gonna, you know, work out with my social schedule," etc. [00:03:04] I loved that job so much. it was just the connections, and I was just... I just found I was able to have fun with these folks, that, um, a lot of people are like, "Oh, why are you working with seniors?" [00:03:19] And I was like, "They're great." Yeah. So actually, it, it was just an amazing experience, and I would never... I can't ever imagine myself doing anything else. [00:03:27] Paul Pruitt: They filled up your social calendar. [00:03:29] Shannon Ammerman: Yeah, they [00:03:29] Chelsey Gheyara: did. [00:03:29] Shannon Ammerman: Yeah, they did. They did. They filled my glass, my social calendar- Yeah ... everything. Yes. Yes. [00:03:35] Chelsey Gheyara: That's incredible. [00:03:36] Shannon Ammerman: Yes. [00:03:36] Chelsey Gheyara: I did not know that. So the factory, really quick, like, what was- What type of factory was it that he want you to work at? [00:03:43] Shannon Ammerman: Um, it, we did the, um... I had to test the windows. Like, there were these huge windows. Wow. And, you know, I'm five feet tall, so I had to, like, stack them up. But I, um, I had to do, like, some sort of test to make sure the defroster was working. [00:03:59] [00:04:00] Um, but yeah, it was, it was, fine. It was fun. And, you know, I can definitely say I did that now, so. Yeah. [00:04:05] Sarah Davis: Yeah, it taps into your operational experience [00:04:07] Shannon Ammerman: sometimes- Yeah, yeah ... you have to test temperatures [00:04:09] Sarah Davis: for things- [00:04:09] Shannon Ammerman: Yes ... in senior living. Yeah. For sure. [00:04:11] Chelsey Gheyara: That's amazing. Thank you for sharing that. [00:04:13] Shannon Ammerman: Sure. [00:04:13] Chelsey Gheyara: Sarah, you've been in sales for over 13 years, but it seems you found your true purpose in senior living. [00:04:20] Can you tell us about a specific story or moment that made you shift your focus to helping families with the major life transitions? [00:04:29] Sarah Davis: Yes, absolutely. So earlier in my career, I had done property management. So I worked for multifamily apartment communities. So I found myself really enjoying that. I did that for eight years before senior living, where I was helping people in transitions in life. [00:04:43] A lot of times when you're going into an apartment, right, maybe it's your first time moving out on your own, or you're getting married, or you're transitioning jobs. There's big changes going on. And I always felt so much passion for helping the people in those transitions, and hearing their stories, and helping them through that. [00:04:59] Then [00:05:00] when I had the opportunity to go to an independent living senior company, it just was fulfilling as well, even more fulfilling, because it was older adults, and it was seniors who maybe were lonely. They were going through something, too, but it was different than multifamily senior, or housing. But they also needed care, and they may have been alone, completely alone in their homes. [00:05:20] And they were also going through a- Mm-hmm ... major life transition. And I really found that to be very fulfilling and just natural for me- Yeah ... to connect with seniors and with their families, and really just providing that guidance. You know, the major life transitions, it's not easy to decide to move into a community setting- Yeah [00:05:38] maybe at an older age when you have been living at home alone. [00:05:42] Chelsey Gheyara: Mm-hmm, yeah. [00:05:42] Sarah Davis: But just learning how those things can benefit someone. Um, talking about social life and social calendars, we all need that, whether we're nine or 99 or 19- Mm-hmm, yeah ... or anywhere in between. So I think that's what really helped, um, shape me into that calling. [00:05:56] And from there, I was able to do different settings of sales in [00:06:00] senior living. Yeah. And wouldn't change it at all, and wanna keep doing it forever. Yeah. [00:06:04] Paul Pruitt: That's fascinating. Well, you know, when you think about, um... My wife and I have only had to live in an apartment one time when we were building a house. [00:06:12] Sarah Davis: Yeah. [00:06:12] Paul Pruitt: That's a whole different experience. Yeah. [00:06:14] Sarah Davis: Mm-hmm. [00:06:15] Paul Pruitt: But again, there was a beginning and an end. [00:06:16] Sarah Davis: Yes. Yeah. [00:06:17] Paul Pruitt: So you think about our seniors, though, that's a hard decision. Yes. You know, I think about if my wife and I, today is actually our 35th wedding anniversary. Oh, happy [00:06:26] Sarah Davis: anniversary, [00:06:26] Paul Pruitt: y'all. Wow. So 35 years, so. [00:06:28] Yeah. Wow. But I can't imagine, you know, her and I living... You know, we've been married 35 years. And then if you even take that and go further in our lives- Having to make that decision to leave our home- [00:06:38] Sarah Davis: Yes. Mm-hmm ... [00:06:39] Paul Pruitt: and go to a smaller place, a community, and what is that gonna be like? And it's kinda like going back to school. [00:06:45] Shannon Ammerman: Yeah. [00:06:46] Paul Pruitt: Like, are you... Who's all gonna be there? Yeah. Are you gonna fit in? Where's the thing? Are you- Right, yeah. 'Cause, like, right now we're in our own little community, our own home with our kids. Mm-hmm. But now you walk into this community where your meals will be provided. It's just so different, and it, what a great opportunity to [00:07:00] help someone transition through that and take that fear away. [00:07:02] Yes. 'Cause that, that must be very scary for our seniors to have to leave a home and go into an assisted living or an independent living- [00:07:09] Sarah Davis: Yes ... [00:07:10] Paul Pruitt: to give up that freedom- Yes ... that they feel they have. [00:07:12] Sarah Davis: And Paul, you talked about kind of a beginning and an end. And so, you know, some sales can be considered transactional, right? [00:07:18] Paul Pruitt: Yeah. [00:07:18] Sarah Davis: Mm-hmm. Um, and there's transactions, there's paperwork, there's things that have to be done- in senior living, but it is, it's about relationships, and it's more about taking away that fear. Yeah. It's about trust. It's about y- those building relationships among the staff, the people who are gonna be caring. [00:07:32] Those great CNAs. So, in sales, you know, the purpose is to help them to be attracted to maybe the community, and share with them the features, but then those relationships are what are the selling factor if you will. Yeah. Um, helping to remove those fear, removing those barriers to get a greater understanding and trust of what happens in a senior living community. [00:07:52] Paul Pruitt: You know, it's interesting you brought up a third point, 'cause I always think about senior living, that it's food. [00:07:57] Shannon Ammerman: Yep. [00:07:57] Paul Pruitt: Food's very important. [00:07:58] Sarah Davis: Yes. [00:07:59] Paul Pruitt: Yes. [00:08:00] Social, um, activities- Mm-hmm ... is very important. Yes. But the third one you brought up I never thought about is the relationship side. [00:08:07] Shannon Ammerman: Yes, [00:08:07] Paul Pruitt: yes. Is making those connections. [00:08:09] And I'll go back to, it's just like anything. It's like, whether it's church, whether it's, y- you know, a lot of universities say if they can get the kids connected into the university when they're living on campus- Mm-hmm ... the likelihood of them staying and finishing- Mm-hmm, yes ... is, exponentially goes up statistically. [00:08:27] Yes, [00:08:27] Sarah Davis: yes. [00:08:28] Paul Pruitt: So you think about it, how do you build those connections, and how do people feel connected- [00:08:32] Sarah Davis: Yep ... [00:08:32] Paul Pruitt: when they move into one of our senior livings, which again, I didn't even think about that til you just brought it up. That's right. [00:08:36] Sarah Davis: And even during the tour process, you know, someone coming in to take that tour, and that's why it's really important for them to come in and take the tour, is feeling that connectedness to the staff and to the other residents that live there as well. [00:08:47] Mm-hmm. So some of the people think, you know, we talked about, like, um, am I gonna fit in, and all of that. So you've got the, the peers there. Mm-hmm. And then you also have the staff, you know? Yeah. And the staff sometimes really connect, too, and they, those can be friends, too, um, of our- Yeah ... of our residents. [00:08:59] So- [00:09:00] Yeah ... it's a great opportunity to get that connection socially. [00:09:03] Chelsey Gheyara: And I love the approach that you two share. That's something really beautiful to watch, just the thinking outside the box, right? Mm-hmm. Like, all the ideas both of you have had. And, um- It's just really, really cool. Like, at one time, you know, talking about bringing kittens in, right? [00:09:18] Mm-hmm. Yeah. Like an adoption. Yeah. How cool is that, right? Mm-hmm. Like, being, having those seniors be a part of... Just because they are, their environment looks different- Yeah ... their opportunities and their joy should, should not look- And purpose. Yeah ... and purpose, shouldn't look different too. Mm-hmm. So I know we'll get into more of that, but kudos to you two, because not, I think that's so important in our industry to think, "Okay, this is the next chapter of their life." [00:09:43] Mm-hmm. "And it's a really great chapter." Sure. "And how can we create that joy for them?" Right. So, um, okay. Sarah and Shannon, tell us something our listeners may not know about senior living. [00:09:55] Shannon Ammerman: I, I think back to exactly what you were saying, so good food, expectation, [00:10:00] good care, expectation, but it's the lifestyle, it's those connections that have to be there, have to be present for them to want to, want to be there long-term. [00:10:12] It's just like, I mean, we, we both just started new jobs. Mm-hmm. You have to have those connections- Right ... to wanna stay, so you feel like you're part of something bigger. [00:10:21] Sarah Davis: Yeah. [00:10:21] Shannon Ammerman: And, you know, taking care of the kittens or, being the, you know, some gentlemen go in and they like to do the paint touch-ups. [00:10:29] It's just whatever makes them feel like that is their community, and that's what's gonna be really important, or that's what is really important- Yeah ... to our residents. [00:10:38] Sarah Davis: Absolutely. Mm-hmm. Yeah. Yeah. Absolutely. And it can seem scary, but it's not as scary once you come in. No. It's very comfortable. Right, right. [00:10:47] and people may have a vision in their mind, or they think certain things, right? But again, coming out, taking the tours, taking a look around, connecting, seeing that senior living is really very comfortable, and it's simply [00:11:00] an apartment. It's an apartment designed for those who may need a little support or just don't wanna be lonely in their own home, or just don't wanna take care of their own home anymore, have that support of a friendly maintenance man to come fix something for you. [00:11:12] We talked about temperatures- Mm-hmm ... and checking things, right? Yes. Maybe my air isn't blowing out right. Well, someone on site, that's their job, to come into the room and check that out for you. Yeah. And it's all included. Yeah. So that's the other thing, too. It just really helps. It's like an all-inclusive vacation- [00:11:25] everyday- Mm-hmm ... um, that, uh, they can ev- evolve as well. Yeah. You know, if they make, not need care at all, and then they may evolve into needing care, so we, we provide both. [00:11:35] Paul Pruitt: you know, I've been thinking about, 'cause I do live in an apartment currently, because I come down here to Indiana. [00:11:40] I live in Michigan, but I come to Indiana Monday through Thursday, so I live in an apartment. Mm-hmm. And it's interesting as you talk about connections, and, and my wife said, we were talking about something, and she said something about the apartment, I said, "Well, it's just an apartment." 'Cause I have no connections- Uh-huh. [00:11:55] too. Mm-hmm. what I do see in the apartment is they brought technology in. Ah. So now on my [00:12:00] phone there's an app, and I can go in- Cool ... and it shows all the social things going on, or they do surveys. [00:12:06] They do all those different things on my phone. Yeah. Now, I don't participate, 'cause again, it's, it's- You [00:12:12] Shannon Ammerman: go home for the weekend ... [00:12:13] Paul Pruitt: I go home where my family is, where my home is. But again, you can see where they're trying to build that community- Mm-hmm ... that connection. Interesting. Even the amenities they offer. [00:12:22] So how do you guys see technology, 'cause again, back in the day, I'm an old-school- Mm ... paper, pencil, typewriter guy- ... advancing and for our seniors to really help them feel that connection? [00:12:33] Sarah Davis: I mean, I already see texting. I mean, even like on the sales side, right? Mm-hmm. We are communicating through text messages. [00:12:38] We're creating graphics to send out visual things in, in text messages. Um, Alexas, seniors I know- Mm-hmm ... are using Alexas in their apartment. There's funny, on social media there's a lot of funny, they're talking to them and asking them all kinds of stuff. It's so cute. But it's fun. Yeah, it's cute, and it's a way to interact. [00:12:53] Um, FaceTiming- Yeah ... you know, or Google Voice meetings, however you do them, with the grandkids, things like that. [00:13:00] And staff can help someone with that if they need that. Um, but those connections as well, just using- Yeah ... using the technology, I think- Yeah ... j- just that growth that we're gonna see in the population, that they're more savvy. [00:13:11] Shannon Ammerman: Facebook, social media. Facebook. They love seeing their photos on Facebook. Yes. They, I mean, they can't wait. If you take their picture and you tell them it's gonna be for, on social media, they're like, "When is that gonna be posted?" Yes. They're, like, asking. On their- So, yes. Yeah. Yes. [00:13:24] Paul Pruitt: Wow. So do you think, like, as we see, like, like, a, our community starting to have, like, a community app that has- Mm-hmm [00:13:33] more things on it, more... You know, they can- A portal. [00:13:36] Sarah Davis: They can [00:13:36] Paul Pruitt: see activity. [00:13:37] Sarah Davis: Yeah. Yeah, I [00:13:37] Paul Pruitt: think that's- Activities. They can see their, like, their world- Yes. Mm-hmm ... within the four walls of their assisted living. Yeah. But they can see what's going on or somehow maybe connecting to other people within their communities or- Absolutely [00:13:50] again, just seeing how- Great idea ... to advance technology. Yeah. [00:13:53] Sarah Davis: Mm-hmm. Like their own little Facebook page- [00:13:55] Paul Pruitt: Yes ... [00:13:55] Sarah Davis: and it could be, like, the community's page or something. Mm-hmm. [00:13:57] Paul Pruitt: Yeah. [00:13:58] Chelsey Gheyara: whether it's church, [00:14:00] whether it was college, whether it's even at the apartment it's like, wow. [00:14:03] Sarah Davis: There is a lot of connecting points here. [00:14:04] Yeah. Yeah, that's even connecting, even though you're seeing it, you're, you're still connecting. You're seeing it. Correct. You know that it's there, you know, and you can, you can use it however you need to use that, you know, whether you do or you don't, but it's there for you. Mm-hmm. Yeah. And that's very comforting and reassuring, um, to anybody. [00:14:17] Yeah. [00:14:18] Shannon Ammerman: All righty, I love this question. So as you both have worked across multiple markets and levels of care, was there a challenge early on that made you question your path? [00:14:30] Chelsey Gheyara: And second part to the question, how did you overcome it, and how did that experience shape the way you approach your work today? [00:14:38] Shannon Ammerman: That's easy. Um, at the end of life. [00:14:43] Chelsey Gheyara: Mm-hmm. [00:14:44] Shannon Ammerman: And I think, um, when you lose your first resident- Mm-hmm ... it's, it, I mean, it can be- Yeah ... devastating, especially when you are a GM or you're running a community. [00:14:54] I mean, you see their first moments. They walk in, they're afraid. You know, you get them, they're [00:15:00] acclimated, they're busy, they're, they're part of your life. and you do. You spend more time at work than you do at home. so I absolutely remember, I'm probably gonna start crying. [00:15:11] Um, but I absolutely- It's okay ... remember the first time, and it was terrible. But, I think what is important and what has helped me is we just have, again, we have to create that experience for those f- for those folks. We, you know, we know them. We, we know when things start to slow down. We see those signs, so, so, you know- Yeah [00:15:30] get an extra layer of support in to help them, to help with the families, to help with the staff, the team. Because again, this is different than going to a hospital or skilled nursing. Mm-hmm. This is, I mean, this is day in, day out, seeing these people ev- you know. [00:15:47] Sarah Davis: Again, they're part of your lives. So I think just having that support in for the resident and everyone is just, that has been what- Mm-hmm [00:15:56] Shannon Ammerman: I guess kind of, yeah, definitely. Mm-hmm. I was like, "What am I doing? This is [00:16:00] terrible." Then I was like, "No, we have to turn this into a positive experience." Because unfortunately, death is part of life, so- [00:16:06] Sarah Davis: That's right. [00:16:07] Chelsey Gheyara: Yeah. That's beautiful. Thank you for sharing that. [00:16:08] Shannon Ammerman: Yeah. [00:16:09] Sarah Davis: It is. [00:16:09] Shannon Ammerman: Yeah. [00:16:10] Sarah Davis: Oh my goodness. Yeah, for me, I think it would just, you know, not having all the answers. [00:16:14] When I went from- multi-family housing into senior living, it was very intimidating to me. 'Cause I thought I had to know everything medical. I had to know anything they were gonna come with, you know, tell me about. And you, you you don't have to have all the answers. You learn it. You learn it quickly. [00:16:27] I remember in my first independent living, I downloaded a medical app, a medical dictionary is what it was. And if I didn't know something, I would look it up and I would learn. And that is also where, in the great beauty of senior living, there's teams around you. So there are- the CNAs, there's the nurses. [00:16:42] There are the directors of the departments that are there for all of those specific things. So creating those, you know, team environments with all the different levels of expertise is not something someone can just get at home. Mm-hmm. So, um, just not, not being afraid to not have the answers. [00:16:55] Mm-hmm. Relying on the team around you, figuring it out, and being genuinely [00:17:00] interested in what is going on in that person's world when they come to us, to learn how to make it better for them. Mm-hmm. In all the c- any way we can. Um, say yes, and figure out the rest as long as it's- Right ... safe and Yes. Yes. [00:17:10] All of that. Absolutely. Um, so that, that would be what I would say. Just, you don't have to have all the answers. No. Mm-hmm. Just always relentlessly try to figure it out, and be genuinely helpful. And do [00:17:18] Shannon Ammerman: the [00:17:18] Sarah Davis: right thing. Exactly. [00:17:19] Chelsey Gheyara: Yes. Just do the right thing. Absolutely. Absolutely. I love that. Very beautiful. [00:17:23] Shannon,can you tell us about a time you helped a resident fulfill a personal goal, or even a dream that they wanted, right, that you made come true, um, that went beyond their care? [00:17:35] Shannon Ammerman: it was actually here in, in Carmel. And, um, this lady, her, we have the same birthday. Mm-hmm. So, um- That's cool ... she and I were always, always buddies. We were, we're both very petite, and she would always say, "How are you so tan?" And I would say, "Well, it's tan in a can." And I mean, we just would have so much fun. [00:17:56] So, um, she had this little poodle that she would walk around, and [00:18:00] her dog died. and she was devastated. Oh my gosh. She was like, " My daughter will not let me get another dog." And I was like, "What?" So, um, I helped her find another dog. That's precious. Of course I did, right? Yes, of course I did. [00:18:16] Chelsey Gheyara: That's adorable. [00:18:17] Shannon Ammerman: But yes. Uh-huh. I [00:18:18] Chelsey Gheyara: love that. [00:18:19] Shannon Ammerman: Yes. [00:18:20] Chelsey Gheyara: And how did she receive that? [00:18:22] Shannon Ammerman: oh my gosh, she was thrilled. And then actually, Great but not so great sad story. Um, she did end up passing. I mean, I no longer work for that company anymore. And, um, the building, actually, they reached out to me when she passed and, said, you know, what a great experience she had had, and, you know, she was with her mom when she passed. [00:18:42] Aw. And yeah, it was just, we, we were just buddies. So anyway. That's precious. Yes. Yes. [00:18:48] Chelsey Gheyara: That's very heartwarming. [00:18:48] Sarah Davis: Love [00:18:49] Shannon Ammerman: that. Yes. [00:18:50] Chelsey Gheyara: What about you, Sarah? [00:18:52] Sarah Davis: Yes. I just think about times where, I remember back to this one family, um, when they came in to take the tour, we're first getting to know each [00:19:00] other. The mom was very just sad and down. [00:19:03] Just, you could just see, like, the gray all over her. She was just sad and didn't really wanna talk or answer questions. Mm-hmm. Just very, very sad. Didn't wanna be there. Um, but she did end up moving in, and about a week later, the family came in and they came to my office, and they were like, "Have you seen her? [00:19:19] She looks different. She looks better." Oh, wonderful. And I was like, "Oh, my gosh." And you realize that she did. And I just remember she was dressed, and she was more sitting up properly, and she had makeup on, her hair was done. And I will never forget that moment and how many times that has happened over- Yes [00:19:37] like, after that was pointed out to me. It is so true. If we could get a photo of them, like, before they move in and then, like, a week later- Yes ... they are different, because- That's a great idea ... they have a purpose. They're getting- Mm-hmm ... they even have to just get up o- of a morning to say hello to someone. [00:19:52] Yeah. Someone might be coming by to provide meds or check on them or whatever it is, and they have a reason to get up and get dressed, maybe get out of their pajamas. Come [00:20:00] down to the dining room- Mm-hmm ... have breakfast with friends. Yeah. You know, come to exercise, um, anything. It just, they, they blossom, is... [00:20:07] What I always say is they, they really, truly- Mm-hmm ... blossom into a whole new person- Yeah ... uh, once they come in and get acclimated and just find that purpose. Yeah. [00:20:16] Paul Pruitt: I love that. You know what's fascinating is, you're telling that story, um, so back in the day when I was a therapist, I worked for an organization that I was able to do skilled nursing, subacute rehab, and then we opened a home, our own home health. [00:20:31] So I was able to follow one of my patients from the skilled nursing to home health, which was assisted living. Mm-hmm. He moved back to his assisted living. And the importance of that purpose- Mm-hmm ... because I remember w- when he was in the skilled nursing, he was really independent. Like, there was no need for him to be there. [00:20:49] Medically, he was stable. He could get up, walk down to the dining room. Like, all the things that we would say s- nursing home care, he really didn't need. So he was [00:21:00] appropriate to go back. But what I saw was he lost his purpose. [00:21:03] Shannon Ammerman: Mm-hmm. [00:21:04] Paul Pruitt: For whatever reason, and I remember being, again, early in my career as a therapist, and I'm like Uh, this guy that I treated, and he'd get up, he'd walk down to the dining room. [00:21:14] He was very social, very just lively. Mm-hmm. Moved back to his assisted living, and then I'm like, "Oh, my gosh. He's declining. He won't get up out of his chair." So again, connections- Yeah ... purpose. Yes. What's the value- Yes ... that he brings, or what brings value to his life- Right ... to get him back up moving, because- Right [00:21:33] so obviously we missed the mark s- somewhere in that transition. Mm-hmm. [00:21:37] Sarah Davis: Sure. [00:21:38] Paul Pruitt: Because he wasn't thriving like we were hoping he would. [00:21:42] Sarah Davis: so it's interesting as you bring that up, because again, I think it's so important, those connections and all of that, because that's going to give them a purpose to get up in the morning, go down and have breakfast- Mm-hmm [00:21:52] Paul Pruitt: have lunch, whatever those things are. [00:21:54] Sarah Davis: Yeah, and that makes me think about our calendars, too, that we- Right ... talked about, is, you know, having those resident committee [00:22:00] meetings where we talk about what do they like, what do they want to see? We don't have to just have the standard activities- Mm-hmm ... on a calendar. [00:22:07] Um- Yeah ... we want them to be exciting and engaging. Like, are we having kittens to foster? Mm-hmm. Are we having the Boy Scouts come in and helping us build planter boxes? You know, are we having yoga come in, a yoga studio come in with a little sound thing? Mm-hmm. Things that we might want to do. You know, people in senior living communities are older adults. [00:22:26] They're, they're adults- Yeah ... just like we are. [00:22:28] Shannon Ammerman: Right. We have to find- They- ... the personality of the community to figure [00:22:31] Sarah Davis: out what- Yes ... [00:22:32] Shannon Ammerman: what appeals to them. [00:22:34] Sarah Davis: You know- Absolutely ... that maybe this person, you know, he didn't feel like [00:22:36] Shannon Ammerman: he- Yeah ... [00:22:36] Sarah Davis: wanted to go to, um, a bingo today, or- Right. Yeah ... noodle wall. He wanted to go to something different. [00:22:41] Maybe he wants to talk about baseball or football or something- Yeah ... different. So finding those things out, to Shannon's point, that personality of a community, we want that to be robust and personalized, not just, "This is just what we do." We want it to be very- Right ... um, engaging and exciting and things that people want [00:23:00] to do. [00:23:00] Yeah. [00:23:00] Chelsey Gheyara: And do our- Not just going through the motions. [00:23:02] Sarah Davis: Right. Mm-hmm. [00:23:03] Chelsey Gheyara: Yeah. [00:23:03] Paul Pruitt: And do our assessments and tools. [00:23:05] Sarah Davis: So when I think about it, and I think this was before, um, Shannon, you had started, I had gone to a s- um, a two-day seminar or something, I can't remember. [00:23:15] Paul Pruitt: But they were talking about the, like, when they do the assessment, it helps pull that data forward- Mm-hmm ... so then you can start seeing what people like. [00:23:23] Shannon Ammerman: Sure. [00:23:23] Paul Pruitt: So as you're doing the assessment, it's helping almost build your social calendars. So it's really meeting the needs of the community versus- Right [00:23:31] me thinking, "Okay, everybody's gonna want bingo. Everybody's gonna want- Mm-hmm ... this, that, and the other," when I could be completely missing the mark because the whole community's pulse is something completely different. So do we- Yeah ... do, do anything like that yet, or are we planning to? [00:23:46] Shannon Ammerman: So we have started that. [00:23:50] Yeah. S- we, we've not brought it 100% to the finish line yet. Sure. But to your point, yeah, we just have to figure out what the personality is of the- of the community- Yeah ... and [00:24:00] make sure that we're fulfilling their wishes and their needs. We go to, uh, Carmel, and we've been working on a, um, a commercial- Mm-hmm [00:24:08] uh, with Carmel with, and the residents there. Those residents are so busy they barely have time for us. [00:24:14] Sarah Davis: Yeah. Yeah. They're, they're like- Yes ... [00:24:15] Shannon Ammerman: super booked. [00:24:16] Sarah Davis: They're like- [00:24:16] Chelsey Gheyara: Yeah. [00:24:17] Shannon Ammerman: Yes, they are. "Sorry, we're booked. Come back another day." Yes, yes. We want to do it, but... [00:24:20] Chelsey Gheyara: But [00:24:21] Shannon Ammerman: that's what we want. Right. We want them to be- Yes [00:24:23] so busy- I love it ... and so entertained all day long that- Yeah ... you know, they have to fit us in, not vice versa. [00:24:29] Chelsey Gheyara: Yeah. [00:24:29] Paul Pruitt: Well, that's our lives, right? Mm-hmm. So you want- Right ... it to be no different than what I do at home. Right. So I always think about at my house, I mean, today I could be just badging and- Yeah. [00:24:40] Well, if you came to our house on a s- um, I'll pick what, a Saturday or whatever day, my wife's a big Tigers fan. So- [00:24:49] Shannon Ammerman: There you go ... [00:24:49] Paul Pruitt: if the game's on, we're watching the game. So, but again, if I'm in a community, that would be important to us. [00:24:56] Shannon Ammerman: Right. Sure, is it- [00:24:57] Paul Pruitt: Or it would be important to my wife if she was in a community [00:25:00] to be able to watch those things or have those things. [00:25:02] But if people don't know- [00:25:03] Sarah Davis: then obviously it could lead to isolation, socialization, you know, those type of things, where she may start decline because, again, those things aren't there- [00:25:12] Right ... [00:25:13] Paul Pruitt: sparking her interest. [00:25:14] Sarah Davis: Absolutely. Yeah. Yeah, we've been talking a lot about getting to know you- Mm-hmm ... surveys- Yeah [00:25:18] and questionnaires. We're talking about surveys, right? And just some questions to, to really get to know people more, and even our staff, each other, you know? Mm-hmm. Yeah. And including our residents, too, that will help guide that relationship, too. Right. As, as far as, you know, um, teammates and everything could benefit from knowing more and knowing what- Yeah [00:25:34] someone likes and making those connections. [00:25:36] Chelsey Gheyara: Absolutely. That's really cool. So as we talk about the community personality, per se- Mm-hmm ... um, Majestic Care, as we all know, is significantly growing our senior living portfolio. I know we have the new Sagamore Hills coming up. Yes. We've got some, a grand opening coming. [00:25:54] What can you tell us and our listeners about this exciting thing? We, we wanna [00:26:00] know all the deets, but only share what you can tell us. So we're very excited. [00:26:04] Sarah Davis: We're excited, too. [00:26:05] Shannon Ammerman: Yes. Yeah. It's not gonna be a grand opening like anyone's ever experienced- Exactly. Hopefully. I love it. So it's very important to us that we're bringing in the c- the community- to be part of this because w- that, I mean, that's what we're all about as a community. [00:26:21] So- Yes ... we're, um, joining forces with the local high school. We've got the, um, a kitten fostering, uh, group coming in. We're gonna be doing some, um, on-site yoga cl- uh, classes, um, perhaps some Tai Chi. We're bringing in some latest, some of the latest technology, the vibration plates, red light therapy. Mm-hmm. [00:26:40] So we've got all kinds of really fun and interactive, um, components. [00:26:46] Sarah Davis: Wonderful. [00:26:46] Shannon Ammerman: And I do wanna add that our, um, our sales director that we hired, and this just kind of fits in, loves Taylor Swift. [00:26:55] Chelsey Gheyara: So [00:26:56] Shannon Ammerman: fun. So, yes, so she has figured out [00:27:00] how to incorporate the eras into- Oh, how cool ... into senior living. So she's got some really great concepts that she's gonna be implementing. [00:27:08] That's awesome. So it kind of fits in with the kittens- Yes ... and all that good stuff. [00:27:11] Sarah Davis: And the live music. [00:27:12] Shannon Ammerman: Yes. [00:27:13] Sarah Davis: And the fact [00:27:13] Shannon Ammerman: that it's- Clevelands. Yes ... [00:27:15] Sarah Davis: Rock & [00:27:15] Shannon Ammerman: but yeah, tons of community partnerships. [00:27:16] Sarah Davis: We have been so excited, and the team is so excited. Mm-hmm. They are just going out into the town, sharing the word that we are on the way, that we're coming. We've had a lot of great reception from the local community as well, um, being excited about Sagamore Hills and Majestic Care opening the community again. [00:27:30] Yeah. They wanna see inside that building. Yes. It's a big mystery right now. They cannot wait. Yes. Yes. They cannot wait because it's been some years that it's been open. And so we, we're talking a lot about the renovations and how beautiful it is. And so we can't wait to welcome people in for that. [00:27:45] Chelsey Gheyara: Mm-hmm. [00:27:45] Yes. Absolutely. Coming soon. [00:27:46] Sarah Davis: Yeah. [00:27:46] Chelsey Gheyara: So do you mind telling our listeners where this is located, so that way if they're listening and they're looking for a new job or they know someone that needs care, where they can find this brand new, beautiful building? [00:28:00] Yes. [00:28:00] Shannon Ammerman: Sure. Northfield, Ohio. [00:28:02] Chelsey Gheyara: Awesome. [00:28:03] Shannon Ammerman: Yes. [00:28:04] Chelsey Gheyara: It is going to be spectacular. [00:28:05] I've seen a few photos- Yes ... of all of the beautiful designs and everything, and you're definitely not gonna wanna miss it. It's stunning, [00:28:14] Paul Pruitt: so. I think this is our first, building that's using our, our design palette. Our... [00:28:19] Shannon Ammerman: Oh, yes. It sure is. Our design standard. Yes. Yeah. [00:28:21] Paul Pruitt: Yes. So this'll be the first building that's kind of the, between the fabrics, the furniture- Mm-hmm [00:28:27] the paint colors- Yes ... and all that, so. [00:28:29] Chelsey Gheyara: Yes. [00:28:30] Paul Pruitt: That's very exciting. [00:28:31] Chelsey Gheyara: It's gonna [00:28:31] Shannon Ammerman: be beautiful. It's beautiful without the furniture. Yes. So I can't wait to see what the furniture brings. [00:28:35] Paul Pruitt: Yeah. Yes. I mean, I've seen photos. I haven't been there- Yeah ... to tour, but I've seen photos, and it is a beautiful location. [00:28:41] Shannon Ammerman: Absolutely. Beautiful. Very [00:28:41] Chelsey Gheyara: much. And it's June 9th, is that the grand opening? Yes, that's right. So everyone that's listening to this, if you're in the area, in Ohio, June 9th. Or if you're not, we would love to have you. Hitch a ride with one of us from, from Westfield here. That's right, yes. Yeah. Get some buses. [00:28:55] Yes, that's right. Definitely. I can, I can take a few people with me. We're going. It's gonna [00:29:00] be a lot of fun, and you guys should be really proud of yourselves- Yeah ... for all the hard work that's gone into it. So those residents are very, very lucky. All righty. Both of you have dedicated your careers to improving the senior living experience, as we've been talking a lot about. [00:29:16] Where do you think the future of senior living is headed? [00:29:19] Shannon Ammerman: I think that, again, kind of what Sarah's alluded to, we, we have to evolve as our, our population evolves. So we have to be, um, innovative and forward-thinking, and be able to bring and introduce concepts that the people that are moving into our communities want to see. And whether that be, um, again, I know talking about the kitty cats, like the cats that we've got. [00:29:45] Um, I've had a community in the past that had the chickens. Like, what... Gardens, um, you know, making salsa. Just, whatever people want to do in their homes, we want them to be able to bring in and [00:30:00] incorporate that- Right ... into, into their new apartments. Yeah. Their new home, too, because that's what's gonna make them feel- [00:30:06] connected. [00:30:06] Sarah Davis: Yes, and that's the great honor that we have as Majestic Care- Mm-hmm ... as Paul was mentioning, and Shannon just did, right? It's the things we all wanna do is the things they wanna do. And then if they just need a little support to do it, that's what we're here for. Yes. Yeah. So they don't have to stop wanting to do those things or doing those things, because it m- may just take a little bit of support, whether that's from friends in the community or the staff or whatnot, um, that they can continue to live and do that. [00:30:30] Yeah. Mm-hmm. That's the beauty of moving into a community. Yeah. Is they have that support. [00:30:33] Paul Pruitt: if you listen to, like, NCAL, the National Center For Assisted Living- Mm-hmm ... or, um, the American Healthcare Association- Mm ... which is AHCA. Mm-hmm. So they're the national associations that we belong to. [00:30:45] But I mean, the seniors population is going to be booming. [00:30:49] Shannon Ammerman: Yes, it is. Yeah. [00:30:50] Paul Pruitt: Significantly. And you know, and again, if I go back to just my generation, my generation being, you know, paper, pencil, [00:31:00] typewriters, the Dewey Decimal System. You know, like, the old school, to now, you know, my kids, you know, they wouldn't even know what Dewey Decimal is, and they're 21. [00:31:10] Well, soon to be 21 and 25. So again, their world is so different, so how do we continue to evolve and continue- Yeah ... to evolve with. [00:31:18] Shannon Ammerman: And there's so many generations that cross over different thresholds, that how do we continue to meet all of their, the changes? [00:31:28] Paul Pruitt: 'Cause what I was brought up on is different than what my kids were brought up on, that was different than what someone of an older generation was brought up on. But how do we continue to build those gap, fill those gaps with our tools, resources, technology- Mm-hmm ... and help people through that journey? [00:31:43] Sarah Davis: Yeah. ' [00:31:43] Paul Pruitt: Cause it is quite expansive. [00:31:46] Sarah Davis: It is. Mm-hmm. [00:31:46] Paul Pruitt: podcast or what to do or how to get to it or listen to it? Mm-hmm. That's even different than the Facebook, the Instagram, the- Yeah. So true ... TikTok. All the things ... all of it. [00:31:55] Chelsey Gheyara: Yeah. [00:31:56] Shannon Ammerman: Mm-hmm. [00:31:56] Chelsey Gheyara: That's a great point. If there is anything else you [00:32:00] would want our listeners to hear today, what would that be? [00:32:03] Shannon Ammerman: I think assisted living is amazing. It is. And I really, to be really honest, I cannot wait to go to assisted living. Me either. You have one bill to pay. Yes. You're surrounded by your friends 24/7. The food. All you do is you go to events, you get to eat good food, you get to go to good parties, you get to go on trips. [00:32:24] I mean, who wouldn't want to go live in an assisted living as far as I'm concerned? Yeah. It's kinda like going back to college. It is. Having- That is a great point ... very little responsibility. Yes. Yes. [00:32:36] Paul Pruitt: You get up when you want. Yes. Yeah. You fill your social calendar- That's right. Yes ... with what you wanna do. [00:32:40] Shannon Ammerman: Yes. Yes. Or you don't [00:32:41] Paul Pruitt: wanna do. That's [00:32:42] Shannon Ammerman: right. Right. It's all, yes. 'Cause I feel like our lives now, it's like, "I've gotta do this, I gotta do this, I gotta do this." When you go to assisted living, it's like, "I wanna do this." Yes. "I don't wanna do this." [00:32:53] Paul Pruitt: Yeah. Yeah, you're right. [00:32:55] Shannon Ammerman: Yeah. [00:32:55] Paul Pruitt: Absolutely. I mean, it, it does get to be where you get to fill up your calendar for how you want it to look. [00:32:59] Shannon Ammerman: [00:33:00] Yes. [00:33:00] Paul Pruitt: As long as we as the, um, the leadership team, we put, uh, the right things in place. [00:33:07] Sarah Davis: Yes. [00:33:08] Paul Pruitt: They can fill it up or they don't have to. [00:33:10] Sarah Davis: Right. That's right. And that's why we're here. Yes. [00:33:12] Paul Pruitt: That's awesome. [00:33:13] Sarah Davis: Yes. I would say to older adults, seniors, and their families, I would say you're not alone, and it's okay to be scared. [00:33:21] Do it anyway, right? [00:33:23] when we talk to our sales teams, and when that phone rings for the first time in a senior living or someone fills out that form, they've been thinking about that for a while, right? Yeah. Just think about that in your own life. Mm-hmm. How long might it take you to actually pick up the phone and talk to someone about- Right [00:33:36] moving your loved one, right? Or moving yourself out of a home that you love- Yeah ... the things that you have. So I would just say, uh, if there's fear, just kinda overcome that. Have those first conversations. Come out and see a community. Connect with the teams. Um, and, and you're not alone. And there's so much guidance available. [00:33:55] That's something else I think I've learned working with families and, and everyone, is that they [00:34:00] don't realize what they don't know. You don't know what you don't know. Right. [00:34:02] Shannon Ammerman: [00:34:02] Chelsey Gheyara: Right? Right. [00:34:02] Sarah Davis: Um, so just sharing there are so many resources and valuable information out there that, um, an assisted living community, Majestic Care employees can share and help guide in that process. [00:34:13] And I just wanna talk about, too, kind of that sigh of relief. A lot of times that I identify with when working with a family and helping them through the emotional times, it's like, "Oh, okay. They can have help with this?" Yes. Uh, th- it's, this happens there. This can be done, and it's only one bill. And, oh, I don't have to wake up at this ti- no. [00:34:30] You know, it's just, it's just an apartment. I don't have to clean my [00:34:32] Shannon Ammerman: apartment. [00:34:32] Sarah Davis: You don't have to clean your apartment. Yeah. You have someone [00:34:34] Shannon Ammerman: to clean your [00:34:35] Paul Pruitt: apartment. Right there. Sold. Yeah. [00:34:36] Sarah Davis: Yeah. I could go [00:34:37] Shannon Ammerman: on for days. [00:34:38] Sarah Davis: Yeah. Yes. So it is scary, for sure. Again, not, uh, but it's, I- Change is always. It's scary. [00:34:44] Exactly. Yes. But it's such a good change, and kinda getting to that top of the mountain with it, and just, that's the hardest part- Mm-hmm ... is kind of thinking about it, making that decision that this is what needs to happen to live their best life, or my best life, or my parents' best life. Mm-hmm. Whatever it is, making that decision is the [00:35:00] hardest part. [00:35:00] Once you can really wrap your head around that, the rest is kinda downhill from there. Easy. Not in a bad way. Mm-hmm. Yes. Uh, easy pr- easier process of just going through the things to get someone there. Um, you can bring your belongings from your home. You're not, you know, you're not giving certain furniture, too. [00:35:15] Mm-hmm. It's a, you can make it your home, um, from top to bottom, wall to wall. You can, all of that, so. Surround [00:35:22] Shannon Ammerman: yourself with all of your treasures. All of your- That's right ... treasures. [00:35:24] Sarah Davis: Yes. [00:35:24] Shannon Ammerman: That's [00:35:25] Paul Pruitt: and the positive is, we do sh- typically have a model room in our buildings- Yeah. Mm-hmm ... so that- So you can have [00:35:30] again, for someone that's not, I'm space-challenged, so I- ... if you walk in a room, I sometimes need to see things in it- Mm-hmm ... to understand- Yes ... what to do. So again, but we have that. Yeah. So if somebody says, you know, I don't know if w- they can walk in and see, oh, okay- Yeah ... a queen-sized bed will fit in here- Mm-hmm [00:35:47] or a king or whatever. Or- You got it ... oh, my couch will fit in here. And maybe, yeah, I can't bring everything, but okay, I can p- bring in the pieces that mean the most to me. Yeah. Sure. And they will fit. Exactly. Because I can see it by- Yes ... a [00:36:00] model room that we have set up. You [00:36:01] Sarah Davis: got it. [00:36:02] Paul Pruitt: Cool. [00:36:02] Chelsey Gheyara: Yeah, I love it. Well, I'm gonna ask the last question. [00:36:05] This is something we ask to all of our guests, and you can both answer it individually. What does excellence mean to you? [00:36:13] Shannon Ammerman: I think excellence just means, like, you're walking away, and kinda like Sarah just said, a sigh of relief. Like, you're happy. You've been able to sigh that sigh of relief. You just feel good. think it's that simple. Yep. Yeah. Yeah. [00:36:27] Sarah Davis: Yeah. I think excellence is all of that, and I would say ownership, right? [00:36:31] You know, owning something. So nothing's not our job in senior living. Nothing. You know, nothing. It is my responsibility if I walk past and someone has a need to either take care of that if I'm able or ask the therapist to please come help with this person. Mm-hmm. Um, so just, um, ownership and just responsibility to care for the people that we g- get to care for. [00:36:53] Um, that's excellence. And, and again, relentlessly pursuing that. Mm-hmm. Not, not... That's not an option. It's, it's going above and beyond, [00:37:00] uh, to make sure someone's cared for [00:37:01] Chelsey Gheyara: What a good note to end on. It's very good. Anything else, Paul? [00:37:04] Paul Pruitt: No, I'm excited. I, I am so excited to have a senior living division. [00:37:09] I always say this d- part of our organization always sat on the corner of our desk. [00:37:13] Shannon Ammerman: And now it's taken on a life and becoming its own freestanding, um, senior living- Yeah ... and meeting the need of the communities that they serve, so I think it's phenomenal. [00:37:23] Chelsey Gheyara: Thank you. Yes. Well, thank you so much, Shannon and Sarah, for being our guests today on the Hearts of Excellence podcast. [00:37:31] thank you for listening to Hearts of Excellence. Shannon and Sarah's stories remind us that senior living is more than just providing care. It's about creating experiences, building relationships, and offering families peace of mind during difficult transitions. To learn more about working at Majestic Care, visit majesticcare.com/contactus. [00:37:50] Or if you or a loved one needs long-term care, senior living, or memory care, reach out to us and discover how we can support your next chapter. Thank you, and have a [00:38:00] wonderful day.