Finding Harmony in Senior Living: Why Syncing Sales, Ops, and Programming Isn’t Just Nice, It’s Necessary

Last week, I had the privilege of moderating a panel at the Senior Living Executive Conference that felt more like a jam session than a traditional conference talk. Titled Harmony in Senior Living: The Synchronized Symphony of Sales, Operations, and Programming, this panel brought together three of the most inspiring voices in the industry: Christy Van Der Westhuizen, Rebecca Sturtz, and Amber Dahle. What made it exceptional wasn’t just the wisdom; it was the authenticity, the humor, and the clear commitment to creating better outcomes for residents.

This was not a tech pitch, a product demo, or a one-way dialogue. It was a conversation grounded in shared experience. We explored the real-world challenges of cross-departmental alignment in senior living communities and celebrated the practical wins that occur when teams get in sync.

Let’s be real: the phrase “breaking down silos” gets thrown around a lot. But in our world, it’s more than a buzzword. When Sales doesn’t talk to Programming, or when Operations feels out of the loop with Care, we all suffer, most of all, the residents. But when we work together? That’s where the magic happens.

Three Powerhouses, One Common Thread: Collaboration

Each of our panelists brought a unique lens to this discussion.

Christy, who leads with both strategy and heart, reminded us that sales isn’t just about filling rooms, it’s about telling a story, one that’s only believable when every department plays their part.

Rebecca brought her training mindset and infectious energy, sharing how even the best systems fail without culture. Culture, as she noted, is built one interaction at a time, and it starts with internal alignment.

Amber, fresh off an award win (yes, we celebrated her “Best of the Best” moment live!), shared how her programming team elevates memory care not just through structure, but through spontaneity and joy.

Highlights from the Harmony

Here are just a few of the takeaways that had heads nodding and people scribbling notes:

1. The Resident Experience Should Feel Like a Favorite Vacation
   That means paying attention to detail, maintaining a sense of ease, and experiencing moments of delight. This isn’t just about fancy amenities, it’s about consistency and personalization, made possible when departments communicate seamlessly.

2. Happy Residents Drive Business Results
   Stronger referrals, better reviews, longer retention. It’s simple math: when people love where they live, they tell others. And when they stay longer, everyone wins. But none of that happens if departments aren’t rowing in the same direction.

3. Experience is a Team Sport
   It’s not just care or sales that shape the resident journey—it’s culinary, maintenance, programming, housekeeping, and everyone in between. When all these roles align around the resident experience, the results are extraordinary.

4. Playfulness Has a Place in Serious Work
   One of the most memorable moments? Amber talked about bringing llamas to events. Yes, llamas. Because joy matters, whether it’s a petting zoo or a themed dinner night, these are the moments that stick. And when staff enjoy the fun too, morale gets a significant lift.

5. Focus on One Wildly Important Goal (WIG) at a Time
   Borrowed from the 4 Disciplines of Execution, this concept reminds us to avoid the trap of doing too many things poorly. Want better alignment? Start with one goal. Measure it. Celebrate it. Then move to the next.

6. Sales Blitzes and Cross-Department Competitions Can Spark Unity
   Need to break out of the usual routine? A playful competition can light a fire. Teams collaborate, KPIs get a boost, and most importantly, everyone feels like they’re part of the mission.

7. Off-Site Collaboration Works Wonders
   Want to eliminate silos? Get people off-site. When staff engage in planning days or brainstorming sessions outside of the usual walls, creativity flows and relationships deepen. Sometimes, simply changing the venue can change the conversation.

8. KPIs Are Not Just for Executives
   Visibility creates accountability. When teams know the score, occupancy, engagement rates, referral traffic, they play smarter. Share the data. Talk about it often. Let it drive decisions.

Beyond Occupancy: Creating Belonging

One theme that kept resurfacing was this: when we talk about alignment, the goal isn’t just operational efficiency or increased sales (though those are great outcomes). The real goal is belonging, for residents and staff alike.

Because when people feel seen, supported, and part of something bigger, everything changes. Engagement goes up. Turnover goes down. And your community becomes more than a place to live—it becomes a place to thrive.

Final Thought: Harmony is Hard—But Worth It

I’ve seen many communities over the years, from the vendor side and beyond. The ones that stand out aren’t the ones with the newest tech or the most significant budgets. They’re the ones where people trust each other, where departments talk. Where teams share credit and responsibility.

Harmony doesn’t happen by accident. It takes intention, communication, and a willingness to put ego aside in service of something greater.

Massive thanks again to Christy, Rebecca, and Amber for showing us what alignment really looks like—and how fun it can be along the way.

Until next time, keep making music together.

Editer’s Note: This post brought to you by Plaud.AI, MattGPT, and Matt’s Brain