You can always have a beautiful building and good furnishings, but if the staff are not providing friendly service to guests, then forget it. We need to be offering guests more than what they expect.

It is important for directors to do a good job in communicating with staff members and empower them to make their own decisions. Good, instinctive services can only be possible when staff members have confidence.

Airlines are not a social service industry. Everyone expects the airlines to take a financial hit then criticizes them when they don't make money.

We let them know about the information they can get from social service agencies and local chapters of the National Association of Geriatric Care Managers.

It's really hard to walk into any social-service agency as an outsider, especially when working with kids.

The maintenance building serves a need, but not the higher need the social service groups can provide to the people in that neighborhood.