Getting to Know Your Prospects & Residents

It’s the middle of the month, do you know who is moving in this month? Here is a new way to hit the phones this week. Try asking your customer, "When was the last time we spoke?"  

It is amazing how COVID has fried our brain when it comes to time. Does it still feel like 2021 to you? Does it come as a surprise that it is 2024? I love to open a phone call or a message with the question, "When was the last time we spoke? Goodness, in my notes it says it has been XX months. What exciting things have happened in your life during that time?"   

This is a great way to avoid the dreaded, "how's your mom doing," question... Which is really asking, "has your mom fallen lately?"  This rephrasing of the question brings back your personal connection to the customer, the key to building trust and moving forward.  

Really getting to know your customers and their lives is so important, especially in this industry. Senior living communities don’t just offer care options, they offer a  new lifestyle. 

It’s crucial that your residents, prospects, and their families truly feel that they can trust your community and its staff members to take care of them and treat them like family. 

In senior living, it makes sense that prospects often end up going with the option that they feel has the best customer service and takes the most care to learn about the senior’s needs and family dynamics. Hopefully, when planning a move into a retirement community, this is where they’ll stay for the rest of their days. They have to feel comfortable and cared for on a personal level to ensure they’re making the correct decision. 

Getting to know your customers and showing them how much you care about them can be a huge factor in their decision to move into your community over another. This is a massive decision, and you should do your best to make them feel comfortable and satisfied with their choice to pick your community by proving that they will be well cared for.