You just can't win

Twice monthly I host what we call a "Jelly Donut Meeting" with the all the residents. It's an informal townhall style meeting where we sit around sharing a box of krispy kreme donuts, and I answer any question the residents want to throw at me. "Why did you move the table that used to be under the mailboxes?" "Can I set up a yard sale outside to sell off some of my old things?" "Can we get a new cover for the ironing board?"

By far, most of the questions center on the main attraction at a retirement home, the food. For months at least 30 minutes of each meeting was spent on which meals were not up to their satisfaction. For a while we tried to fix the problem by throwing more money at it. Better quality ingredients, more choices, etc. However, this we just a temporary fix that we could not sustain on our limited budget, and it didn't seem to put an end to their complaints. So we got creative. Now our meals are being catered in from our sister community (the one where I used to work). There they have a large kitchen overseen by an executive chef along with several sous chefs. For them, adding 70 portions to their meals is small potatoes (no pun intended). By not having to carry the inventory for such a small community and with the savings in labor costs, we're actually coming out way ahead financially as well.

While cutting costs we were able to improve quality and service. Before, there was one option for each meal. If you didn't like what was on the menu you had to call hours in advance to order something off the alternate menu. Now we offer 2 hot entree choices at every meal in addition to a salad bar and soup of the day. In the near future we will be adding a few choices that can be cooked to order if for some reason you don't like either option. We were also able to expand meal service on the weekends. Before, the residents would have sack meals on Sunday evenings consisting of sandwiches a few picnic type sides. Now there is a full Sunday evening dinner like any other day. Even my most change averse residents didn't complain about that last one.

At yesterday's jelly donut meeting I braced myself when a resident asked, "Can we talk about the food?" You could tell from the tone that this was not going to be a commendation. Imagine my surprise when the biggest complaint was, "You're serving too much food. I've never eaten this much." Several residents jumped into the conversation all complaining that the food was too good and that we needed to serve smaller portions or they would all gain weight. They were being serious. This discussion lasted about 10-15 minutes. The food is too good? That's a new complaint.

I had to fight back my smile when I met with the executive chef later that day. "Chef, I had my Jelly Donut meeting and the residents had a long discussion about the food. They're really upset. The food is too good, and we need to serve less of it." He looked confused for a moment and then said, "That's it? That's the big complaint?! Then we're winning!" I think he's right...for now. I'm sure they'll have a new complaint for next time. With any luck it will be that the lobby is too pretty after the remodel.