In the ever-evolving world of senior living, Wayne Langley, Vice President of National Accounts at CCL Hospitality Group, discusses the importance of collaboration, competition, transparency, and building strong relationships to meet the changing needs and expectations of seniors and their families.
NEXT BEST HOME: Wayne, can you start by sharing your thoughts on the evolving landscape of senior living and the challenges it presents?
Wayne Langley (WL): The senior living industry is in a state of constant evolution. Older Consumers and their families have different expectations than previous generations. They demand quality care, greater transparency, and a highly personalized experience. We must adapt to these changing demands while also addressing the challenges of competition for both residents and the workforce.
NEXT BEST HOME: You mentioned that some models of senior living are aging themselves. Could you explain what you mean by that?
WL: Conventional models of senior living have become outdated and no longer align with the expectations of today’s seniors and their adult children. These models often lack transparency, personalization, or a sense of community. To thrive in this new era, we need to rethink and modernize our approaches.
NEXT BEST HOME: Collaboration seems to be a recurring theme. Why is it so essential, and how can it benefit the senior living industry?
WL: Collaboration is the cornerstone of progress. By working together, senior living providers can share best practices, pool resources, and collectively elevate their practices and consumer experiences. Collaboration enables us to adapt more quickly to the evolving landscape and deliver better outcomes for residents.
NEXT BEST HOME: You’ve mentioned competition as both a motivator and a challenge. How can senior living providers strike the right balance?
WL: Healthy competition pushes providers to innovate and advance their standards. However, an excess of competition can lead to confusion for families seeking care options. To strike a balance, we should maintain high standards while fostering cooperation among providers to ensure families have clear paths to quality consumer experiences.
NEXT BEST HOME: Staffing shortages are a significant concern in senior living. How can collaboration help address this issue?
WL: Collaborative efforts can include sharing recruitment strategies, training resources, and even cross-training staff members. By working together to attract and retain talented individuals, we can mitigate staffing shortages and maintain memorable consumer experiences.
NEXT BEST HOME: What role does transparency play in meeting the expectations of the new era of adult children in senior living?
WL: Transparency is paramount. Adult children want to ensure that their parents receive the best value. Being open about pricing, care plans, and the overall experience builds trust and reassures families that they are making the right decisions for their loved ones.
NEXT BEST HOME: As someone who values a growth mindset, what advice do you have for senior living professionals looking to thrive in this evolving landscape?
WL: Embrace change and continuous learning. Stay attuned to the evolving needs and expectations of older adult consumers and their families. Be adaptable, innovative, and committed to providing the highest quality experience at the best possible price. And above all, prioritize collaboration and relationship-building, as they are the foundations of success in senior living.
Wayne Langley’s insights remind us that the senior living industry is in a constant state of transformation. To thrive, providers must adapt to changing expectations while maintaining high standards and fostering collaboration and transparency. By doing so, we can ensure that seniors and their families receive the care and experiences they deserve in this next era of senior living.