Inspiration can be planned or it can come from out of the blue. As I was setting up for a pancake breakfast at church, I was encouraging the other volunteers. Then another volunteer inspired me – Michael said, “We are working as a “T.E.A.M.,” which stands for TOGETHER, EFFORT, ACCOMPLISH, MISSION.”
As we start this New Year with each of our senior living teams, are you going to give an inspirational talk to build a team approach toward filling and marketing your retirement community? Why don’t you discuss T.E.A.M. (TOGETHER, EFFORT, ACCOMPLISH, MISSION) with them?
TOGETHER – we can support marketing! It’s all about the first impressions each of us can provide the future resident and their family. From the receptionist standing to greet every guest with a smile; to every director “accidentally” running into future residents on a tour; to housekeeping/maintenance paying special attention to the front entrance area, community spaces, restrooms and hallways; to a caregiver or staff member greeting guests in the elevator/hallway to say, “We look forward to you choosing to live here!” or “This is a wonderful place to work.” or “I would love to take care of your mom.”
EFFORT – is going the extra mile to be welcoming! Can every employee smile and greet the customer who passes them in the hallway? Out of the hundreds of communities that I have toured, only one retirement community in California blew me away when – every single staff person smiled at me during a tour. A dining room server said, “We would love to spoil your mom.” This community wide impression of caring and a happy staff was a huge “wow factor” for me. I would want to visit my mom at this assisted living community any time. That particular tour experience is forever itched in my “good moments” memory.
ACCOMPLISH – the occupancy goal! With everyone working together to make residents, future residents, guests and family members feel welcome – it creates an atmosphere of positivity, good energy, compassion, homelike warmth and a feeling that everyone is happy and well cared for. Does every staff member know the names of all the residents and continually use them? Residents love this and they are your best referral sources too! Your senior housing community will fill to the brim.
MISSION – is your retirement community’s purpose come to life! Do marketers speak about your mission and/or values during a tour? It can say a lot about your community when any resident will volunteer how much they enjoy living there. Discuss how your team can live/show your mission, so future residents can see that your team walks the talk. Differentiate your senior living community from competitors by showing how your unique staff is enhancing the lives of your residents through excellent service and compassionate care.
Showcase your senior living community through the T.E.A.M. approach! Here is wishing your community 100% occupancy in 2012!
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. For volume discount pricing or to inquire on Diane’s availability to coach and/or train your senior living marketing team (CCRC, independent living, assisted living or memory care) – please call: 206-853-6655 or email firstname.lastname@example.org. For more information: Twitter: @market2seniors