Your loved one is our loved one…
As I drove home from a meeting with Mr. Andrew Slakey, owner of Visiting Angels Senior Homecare, I found myself reflecting on a motto that would truly define his company and set it apart in the growing field of senior home care.
I recalled the timeless credos that shaped some of the world’s greatest hospitality brands—The Ritz- Carlton’s “Ladies and Gentlemen serving Ladies and Gentlemen” and Shangri-La’s “We embrace every stranger like kin, like family.”
In that quiet moment, the words came to me with absolute clarity:
“Your loved one is our loved one.”
A warm, direct, and emotionally honest statement. One that goes beyond business—it expresses purpose.
Andrew and I worked together years ago at The Ritz-Carlton, San Francisco, before he ventured into entrepreneurship to open his Visiting Angels franchise in Alameda. When I returned from Hong Kong in 2018, he reached out, eager to establish a Quality Culture that would bring Ritz-Carlton- level care into the world of home care. I helped him design the first steps of that vision, but then the pandemic arrived, and, like many great plans, it was placed on hold.
This month, we reconnected—at the same place we met in 2018, The Ferry Building of the Embarcadero Center. Under the bright San Francisco sun, our conversation picked up exactly where we left off—but this time, with greater maturity, insight, and intent. Andrew spoke with depth and conviction about the next phase of his company’s growth, and I was reminded why I chose to dedicate my consulting work to helping organizations define who they are through how they serve.
Now, as Visiting Angels prepares for expansion in 2026 and beyond, I look forward to helping them create their Service Culture Commitments and Service Standards—anchored on a promise that embodies both compassion and excellence:
“We will treat your loved one as our loved one.”
It’s a simple yet profound statement of care—and a reminder that great service, whether in luxury hotels or senior home care, always begins with a genuine human connection.
If your organization seeks to define its own Service Culture, Promise, and Standards—I would be delighted to help you uncover what makes your brand truly exceptional.
Let’s create something that not only serves—but touches lives.