Putting the Resident Experience First: Making a Culture Shift Away from from Operations
What if the key to growing senior living occupancy isn't simply improving sales or operations, but transforming the entire organization around the resident experience?
In this episode of The Grow Your Occupancy Podcast, host Julie Podewitz, CEO & Founder of Grow Your Occupancy, welcomes Jami Van Gysel, Chief Operating Officer, and Jennifer Everding, Vice President of Sales and Marketing, of Christian Care / Fellowship Square, one of Arizona's leading nonprofit senior living providers.
Jami and Jennifer share how Christian Care has made a deliberate shift from a traditional operations-focused mindset to a resident experience culture, where every department, every team member, and every interaction contributes to resident satisfaction, engagement, and ultimately, occupancy growth.
This isn't just a philosophy on paper. Christian Care has invested in dedicated Directors of Resident Experience and created Resident Navigator positions to ensure residents feel seen, valued, connected, and supported throughout their entire journey.
The experience begins with the very first conversation with a sales director and continues long after move-in. It's not simply the responsibility of an activities director or any single department. It's an organization-wide commitment that requires intentional leadership, investment, and accountability.
Julie, Jami, and Jennifer explore how this approach:
Bridges the gap between sales and operations by aligning everyone around a shared commitment to the resident experience.
Creates meaningful connections through Resident Navigators who proactively engage with residents, identify changing needs, and help them thrive.
Drives occupancy and revenue by increasing resident satisfaction, encouraging referrals, improving retention, and reducing dependence on costly lead generation.
Helps established communities compete with new construction by emphasizing authentic relationships, experienced staff, personalized service, and a vibrant resident culture rather than relying solely on physical amenities.
Turns philosophy into action through dedicated staffing, technology, training, and measurable investments in the resident experience.
Jami also shares a powerful leadership perspective: "Margin is not our mission, but margin protects the mission." It's a reminder that exceptional resident experiences and strong financial performance aren't competing priorities. When done well, they reinforce one another.
For senior living operators, executive directors, sales and marketing leaders, and anyone committed to sustainable occupancy growth, this conversation offers a compelling case for changing not just how we operate, but how we think about the business of senior living. Because resident experience isn't just part of the operation. It's the reason the operation exists.
#SeniorLiving #ResidentExperience #GrowYourOccupancy
