After more than two decades serving in the Senior Services industry, one of the most troubling observations I’ve made is this: customer service has all but disappeared. Whether you’re calling your insurance company, visiting a bank, or dealing with a government agency, it often feels like you’re being pushed off, redirected, or outright ignored. The […]
Customer Service Isn’t Dead—But It’s on Life Support Read More »
After more than two decades in the senior services industry, I’ve had the privilege of helping hundreds of families prepare for one of life’s most important responsibilities—building a plan for the future. But there’s a recurring theme I’ve seen far too often: people wait too long. Just recently, I met with a couple—she was 82
Too Soon is Better Than Too Late Read More »
I’ve had thousands of conversations with older adults and their families. Some happen in my office, others in living rooms or at community events—but one of the most memorable occurred in the waiting room of a doctor’s office. I was there for a routine appointment, simply waiting my turn, when an older woman nearby struck
We’re in the Transportation Business — Just Not the Kind You Expect Read More »
After more than two decades in the senior services industry, one of the most evident truths I’ve come to recognize is this: people don’t like change. Especially as we grow older, change becomes less welcome, more intimidating, and often completely avoided. “This is the way I’ve always done it” becomes a guiding principle—even if the
Finish Strong: Embracing Change in Estate Planning Read More »