Six Lessons Learned (Good and Terrible) While Touring Senior Living Communities
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Transcript of Six Lessons Learned (Good and Terrible) While Touring Senior Living Communities
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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
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On Tour
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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)
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And Yet . . . . Things Go Wrong
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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.
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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?
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First Impressions
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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
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. The Minimum/ Right Information
1. How much information
do you ask for before
the tour?
2. How much information
do you give?
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The Tour
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. 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?
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What Makes Your Community The Best
in The Marketplace?
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What’s it Like to Live Here?
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. Question
1. What is it like to live in your community?
How does it feel?
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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