Six Lessons Learned Touring 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.
2.
How much information do you ask for before the tour? How much information do you give?
The Tour
. Questions 1.
2.
If you were a prospect or prospect family what would an ideal tour look like? 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.
2. 3. 4.
5. 6.
Create an amazing first impression – treat Everyone as if they could sign a contract today. Spend more Create an amazing tour experience Know what makes you the best choice Be transparent Tell stories about what it is like to live in your community