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Senior living writer Steve Moran shares lessons learned on his tour of senior living communities around the country. By the end of 2014, Moran had visited close to 40 communities and says a few visits have been “amazingly wonderful” while some have been “alarmingly terrible.” This session will look at six solid lessons Moran learned from his tours that he will share to help communities engage with each visitor, translating into higher occupancies, waiting lists, happier residents, and team members. Participants will get a better understanding of common failures and successes that take place in first impression situations, and simple lessons communities can implement that will make a spectacular impression to first time visitors. Lori Juneau-Alfordm, COO, Avanti Senior Living; Steve Moran, Publisher/Blogger, Senior Housing Forum; Kent Mulkey, Chief Operating Officer, Keystone Senior Management Services.
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Six Lessons LearnedTouring Assisted Living Communities
Steve Moran - Senior Housing
Forum
Kent, Mulkey - Keystone Senior
Living
Denise B. Scott - As herself
Lori Alford - Avanti Senior Living
On Tour
My Assumptions About
Assisted Living Providers
And Team Members
1. Every Management Organization wants to do a great job caring for residents families and staff
2. Every team member wants to do a great job (or at least they started out that way)
And Yet . . . . Things Go Wrong
An Hour From Now
1. How to inspire your team to create great experiences for prospects . . . And residents.
2. An understanding of where as an industry we can do a better job telling our story.
3. Specific strategies you can implement in your communities to better sell your community and have happier management and team members.
4. What doing it right looks like.
Expectations – 2 Questions
1. What is a families initial expectation when they walk into their first assisted living community?
2. What would you like those Expectations to be?
First Impressions
Questions
1. If I were to walk through your front door would the experience be like?
2. What are you doing or what could you do to create a mind blowing experience?
Think Surprise
. The Minimum/ Right Information
1. How much information
do you ask for before
the tour?
2. How much information
do you give?
The Tour
. Questions
1. If you were a prospect or prospect family
what would an ideal tour look like?
2. Maybe a better question: What are you
doing, what can you do to create a mind
blowing tour experience?
What Makes Your Community The Best
in The Marketplace?
What’s it Like to Live Here?
. Question
1. What is it like to live in your community?
How does it feel?
Six Lessons
1. Create an amazing first impression – treat
Everyone as if they could sign a contract today.
2. Spend more
3. Create an amazing tour experience
4. Know what makes you the best choice
5. Be transparent
6. Tell stories about what it is like to live in your
community
