In today’s competitive senior living market, exceeding expectations isn’t just a goal—it’s a necessity. Here is a list of how your community can stand out and create lasting impressions for prospective residents and their families.
1. The Journey Begins Online
Did you know that over 70% of senior care decisions start with an online search? Your relationship with Google matters. Prospects are searching for communities like yours, so make sure your digital presence is strong, accurate, and inviting.
2. Your Website: The Digital Front Door
Your website has three essential jobs:
A well-designed website is more than a brochure—it’s a resource and a lead generator. Ensure it’s easy to navigate, visually appealing, and packed with useful information.
3. Responding to Leads: Speed and Care Matter
When your website or advertising converts a lead, the next steps are crucial:
Every interaction shapes the prospect’s perception of your community.
4. The Campus Visit: Making a First Impression
A campus visit is your opportunity to shine. Be yourself, listen with open-ended questions, gather and present information, and serve as a trusted advisor. Personalize the tour experience—remember, you only have one chance to make a first impression.
5. Comprehensive Sales Materials
Provide prospects with all the information they need in one place:
Transparency builds trust and helps prospects envision their future in your community.
6. Guiding the Decision
Help prospects understand their path forward:
Offer clear guidance and support throughout the decision-making process. Understand the competition and pricing in the marketplace as well as pros and cons for your community and the competition. If a prospect is not the right fit for your community or needs accommodation sooner than you can provide, refer them to another community. Making referrals helps to build trust in the marketplace.
7. Personalization and Freedom
Highlight the choices and amenities available, allowing residents to pursue life with freedom and purpose. Address internal moves and additional options to meet individual needs.
8. Financial Transparency
Provide a clear overview of costs, plans, and financial requirements. This transparency helps families make informed decisions and builds confidence in your community.
9. Leveraging Technology and Tools
Use customer relationship management tools like Aline to gather information, take notes, set reminders, and measure your work. Technology can help you tell your story and stay organized.
10. Ongoing Engagement
Keep prospects engaged with meaningful events, resources, and regular invitations to visit. Building ongoing connections is key to nurturing relationships and converting leads.
11. Closing the Deal
Remove barriers, use your toolbox of resources, and don’t be afraid to ask for commitment. A smooth transition from prospect to resident is essential for long-term satisfaction.
12. Teamwork Makes the Dream Work
Supporting sales goals takes a village. Understand the players, serve as a trusted advisor, support your executive director and marketing team, and connect with your local community and peers. Engaging a mentor can provide valuable guidance.
13. You Are a Change Agent
Every day, your work makes a difference. By exceeding expectations, you help families find peace of mind and residents discover purpose and belonging.
Ready to exceed expectations? Start with these steps and watch your community thrive. ForgeWorks is here to support you and your team with tools and training to help you thrive. Feel free to contact us for additional resources.