Key Terms
Type of moments that are expected of us & we must consistently do
What is Core
Name of our senior living brand
What is Aleris Life (5 Star Senior Living)
Having this helps us better understand how we can create moments for our customers
What is Empathy
What is the ratio for positive to corrective feedback
What is 6 to 1
A term used to remind us not to jump to conclusions and to instead listen to understand
What is Be curious
Type of moments that differentiate us
What is Micro Moments
VP of National Engineering
What is Dan Melia
What type of team delivers a reliable result and experience for the customer while avoiding burnout
What is High Functioning Team
This is an ideal time to regularly assess and increase an employee's level of intrinsic motivation
What is 1-1s
As part of email communication, this should only be used if all parties are necessary to solving the issue at hand
What is Reply all or copy all
An intentional action that creates a meaningful sticky memory
What is Moment
EVP who oversees RMR Residential and also CFO/Treasurer of The RMR Group
What is Matt Jordan
Sweet spot for effort productivity (hint:percentage)
What is 85%
What job (or TV show) did Casey Guittarr talk about when giving an example of intrinsic motivation
What is Deadliest catch or crab fisherman
These are created to ensure that all departments understand the guidelines for consistency in the things that we do
What is Process
What we are trying to build and maintain here at RMR Residential
What is Momentum
VP of IT
What is Ben Grippi
Who can we create moments with other than residents?
What is Employees or Stakeholders or Owners or Investors
What does SBI-R stand for
What is Situation, behavior, impact, and redirect (or recognize)
What is the name of the RMR's internal version of Chat GPT
What is CoPilot
Internal drive that compels an individual to perform well because they find it satisfying or enjoyable
What is Intrinsic motivation
What type of capital does RMR Residential fall under?
What is Private Capital
Name at least 6/10 of the core moments that happen onsite
What is brand messaging, lead contacted, tour scheduled, visit, apply, approval, move-in, maintenance, renewal, and move-out
What are the three things that employees need to be intrinsically motivated
What is Direction, competent (or competence), and belonging
When communicating with others, one of the best ways to demonstrate that you are trustworthy is by having ______ and showing _______?
What is empathy and support.