"Ron Retzke trained all of Region 1 for Beverly Healthcare consisting of about 100 facilities in California in 2003. The initial training was with our Directors of Operations, District consultants and Regional staff. From there, Dr. Retzke provided training to our management teams in all of our facilities and conducted facility audits in about 15 of our high risk facilities. We saw a substantial shift downward in the number of upset families who ended up bringing lawsuits against the facilities.  I would recommend Dr. Retzke to anyone interested in improving customer service and reducing claims."
Mike Jeffries, Regional VP

"Our program is a continuing success and I'd be happy to recommend Dr. Retzke to anyone interested in implementing an effective program of service recovery."

"We contracted with Retzke and Associates the past three years to implement a program of service recovery and customer service. He worked closely with our legal department to craft policies and procedures. The initial training sessions were in Florida, a highly litigious state. Based on our positive experiences there, we expanded the program across our entire company to over 400 facilities. As part of the process, Dr. Retzke conducted over 60 workshops to our management teams. Our program is a continuing success and I'd be happy to recommend Dr. Retzke to anyone interested in implementing an effective program of service recovery."
John Benavides, Corporate attorney

"We saw a renewed focused in our sales, and most importantly, our occupancy rose nearly five percentage points."

"Ron Retzke provided sales and marketing direction to our 300 Alterra residences for 18 months. He worked closely with our division and regional sales managers, coordinated two of national sales meetings, designed incentive programs and revised our sales training and orientation programs. We saw a renewed focused in our sales, and most importantly, our occupancy rose nearly five percentage points. He has a good grasp of LTC marketing and is able to develop and motivate sales managers. I would recommend him to other companies."
Mark Ohlendorf
Co-President, Brookdale Senior Living

"We saw improvement in our ability to respond to complaints and service failures and reduced our risk to claims and litigation."

"Ron Retzke worked with our management teams in all of our Florida facilities from 2001-2005. During that time we saw improvement in our ability to respond to complaints and service failures and reduced our risk to claims and litigation. The service recovery workshops that Ron conducted taught our teams that to err is human but to admit it and correct it is divine."
Lynn M. Hood, Vice President, General Manager

"All five of these facilities have earned the Quality Award from the AHCA. Your assistance and coaching was invaluable."

"Thank you for the training and assistance you provided for five of our facilities on quality improvement and the quality criteria contained in the Baldrige award. All five of these facilities have earned the Quality Award from the AHCA. Your assistance and coaching was invaluable."
Karen Forrest, Regional Director of Operations

"Beverly Healthcare has worked with Ron Retzke the past three years. Based on our initial positive experiences in California, we have used Dr. Retzke to implement service recovery programs and training in all of our regions. We have been able to show measurable improvement in reducing claims and liability expenses. In a nutshell, he teaches how to treat the customer, i.e., the family, in such a way that they bond with the facility staff and are less likely to bring their grievances to outside agencies or attorneys."
JoAnn Beard, General Counsel

"Dr. Retzke developed materials which he presented to our facilities in the pursuit of quality. He has in-depth knowledge of the Baldrige criteria. His follow up coaching was essential to our administrative teams as they completed the AHCA application process. We would not have won these quality awards had it not been for his support. Without hesitation I would recommend Dr. Retzke for consultant services in long term care."
Gerard Bodalski, Regional Director of Operations