Finding skilled nursing inspiration at Buc-ee’s and beyond

Life plan community sales and marketing director Jill Chang had a customer service encounter at a Chick-Fil-A last month that moved her to take to social media and pose a question for her peers: What could senior care providers take from the restaurant’s often-praised customer service playbook?

“I have had consistent exceptional customer service from Chick-Fil-A over the years and I enjoy going back with the reassurance and confidence that I will receive stellar customer service and delicious food,” she wrote on LinkedIn. “I would love to go behind the scenes to see what their team culture, training, and hiring practices are like.”

Chang, a 2025 McKnight’s Women of Distinction honoree and an employee of Bayview in Seattle, WA, underscored the idea that branding matters, and what’s represented by LTC leaders and staff leaves patients and visitors leaving a certain way — good or bad. 

Aside from Chick-Fil-A, there are plenty of lessons to be learned from those who’ve already nailed effective strategies. Following Chang’s lead, McKnight’s Long-Term Care News asked several nursing home sector leaders what non-senior care companies have inspired their approach to customer service, business or operational efficiency, or hospitality.

What follows are their lightly edited responses and some resources skilled nursing leaders may want to add to the summer reading lists.

Bernie McGuinness, president and CEO of Journey, discovered Buc-ee’s more than four years ago on a trip with his family. It’s become a must-stop for him now.

“I’ve drawn inspiration from Buc-ee’s — a convenience store and travel center chain that’s become iconic for its commitment to exceptional customer experience, spotless facilities and team member engagement,” he told McKnight’s. “Everyone has visited a travel center at some point and formed expectations around the experience. Buc-ee’s has taken those expectations and turned them into the standard. While we’re in vastly different industries, Buc-ee’s proves that a relentless focus on operational excellence and a people-first culture can truly set a company apart.”

He said long-term care providers can take a page from Buc-ee’s attention to detail and consistency. Clean restrooms and friendly people are their priorities, but solid training it takes to perfect those goals can be translated to skilled nursing settings. 

“They invested in the basics — their non-negotiables,” McGuinness said. “In long-term care, it’s not enough to meet expectations. We must exceed them with every resident interaction, every shift and every detail. We must go beyond what people think we should do. 

“From a culture standpoint, Buc-ee’s also shows the power of investing in team members through higher wages and clear expectations, which fosters pride and ownership in the work,” he added. “We believe the same: If you empower your care team, they will deliver better care. … A core part of our approach is empowering our Care Team members with the tools, training, and heart to make a meaningful impact. That support extends across every level — from local teams to regional markets to our home office. We believe empowered leaders make better decisions when they have the right resources and data in hand.”

Learn more about Buc-ee’s here.

Lynn M. Hood, CEO & President of Principle LTC, has been lucky to find mentors from within the sector. That includes one vice president who moved into a struggling building and stayed there until Hood came aboard and he was sure that she was set up for a successful takeover.

Maybe that’s why she connected so well with the story of US Navy Captain D. Michael Abrashoff, who has described his arrival on the USS Benfold as similar to inheriting a business “that had all the latest technology but only some of the productivity.”

“I only met him once in person, but his book, ‘It’s Your Ship,’ profoundly shaped how I lead,” Hood said. “His belief that structure, clarity and accountability drive performance aligned perfectly with my own. In long-term care, people are depending on us. Systems matter. Follow-through matters. Leadership matters.”

She said Abrashoff’s quote, “The most important thing a captain can do is to see the ship through the eyes of the crew,” has stayed with her for decades.

“It reminds me that leadership isn’t just about setting expectations. It’s about understanding the day-to-day realities of those expected to meet them,” Hood added. “Captain Abrashoff knew his crew, cared about his crew, set high expectations and always made sure he supported them during difficult times in their personal lives. He was a true leader. He didn’t thrive off of salutes and once said, ‘If all you do is give orders, then all you will get are order takers.’ So true.”

Hood, McKnight’s Women of Distinction 2024 Lifetime Achievement Award winner, said she tries to surround herself with experts who are talented and driven “and don’t need me to hold their hands.” But she will, if there’s a crisis.

She’s also tried to build that strategy into Principle LTC operations, including through a nonprofit support system that lifts employees up when they’re facing a crisis. 

“You, as a leader, represent both the best and the weakest parts of your team. Grow people, but set boundaries if growth isn’t happening,” she said. “At Principle LTC, our guiding principle of integrity holds us accountable to that work. We don’t sugarcoat reality; we face it. We don’t shift blame; we take responsibility.. We don’t chase shortcuts; we invest in systems that create sustainable success.”

Find “It’s Your Ship” and other books on leadership by Abrashoff on Amazon.

Editor’s Note: In an upcoming installment, we’ll share thoughts from more executives on business leaders from other sectors whose strategies might be useful in skilled nursing.