A focus on customer service
Published 8:59 am Monday, October 19, 2015
Chalet of Niles owners hope to bring many improvements to former Silverbrook Manor
A Chicago man and his South Bend business partner say they plan on bringing many positive changes to the former Silverbrook Rehabilitation & Nursing Care Center in Niles, which they purchased in the spring.
The business, which is located at 911 S. Third St., has been renamed the Chalet of Niles.
Owner Michael Elkes, of Chicago, said Chalet will still offer the same services — skilled nursing and rehabilitative care — but with a renewed focus on customer service.
“Our mission is to create a vibrant environment so we would achieve overall patient and family satisfaction,” Elkes said. “That’s what we are doing here.”
Elkes is a licensed nursing home administrator with more than 25 years experience.
His business partner, Jess Sax, of South Bend, is handling the finances.
Elkes said this is their first and only business venture together.
“We got together and decided to mesh our talents of operations and finance,” Elkes said. “My role here working with administration and the management of the skilled nursing facility is to systemize the operations here and work towards a strong customer service model.
“Jeff’s role is to maintain financial systems and make sure the budgets are implemented and the financial statements are completed.”
Elkes said improving customer service starts with the staff.
“When someone is hired, and even before, we share our commitment toward customer service excellence,” he said. “Treating people with dignity and respect. Making sure that we knock on doors and maintain privacy and dignity and seeing that through throughout their stay here.”
Chalet has approximately 100 employees and Elkes said they are in the process of interviewing new nurses and support staff.
Elkes said the facility would undergo some changes in the near future, including getting new signage, aesthetics and upgrades to rooms and common areas.
Chalet is a member of the Four Flags Area Chamber of Commerce and was the site of the chamber’s most recent eye opener breakfast Friday.
Chalet can be reached by phone at (269) 684-4320.