For many of our customers, we get a bonus in that they often come with families concerned about that loved one. Yes, some of them can be difficult and can induce extra stress and tasks to our staff, but remember that this is not an easy time for them either, just like if you had a loved one in a similar situation where you wanted to ensure quality of care. If we can address these situations proactively and successfully, there is a great chance that the family will sing your praises to others (great marketing), and just as great a chance they will negatively discuss your organization when we let them down. Get some techniques for making the most of these opportunities today!