we have a program at work called 'making a difference.' it's geared toward any business, not just nursing homes, so it uses the word 'customers,' but we're to understand that in this case, 'customer' means 'resident.' not only do we have to go to these oh-so-informative training meetings (which we never go to), there is a weekly oh-so-inspirational quote from it by the timeclock. awhile ago the quote was, 'if we don't take care of our customers, someone else will.' really?! promise?! sweet daddy, i'm outta here! :D