3 BIG Senior Living Sales Mistakes

3 BIG Senior Living Sales Mistakes

3 MistakesMANY senior living sales professionals selling continuing care and retirement communities make three common mistakes:

  1. Believing only older need driven seniors will move into an independent retirement setting.
  2. Only focusing on seniors who want to move now.
  3. Not doing enough “discovery” to tailor a tour to a senior’s lifestyle.

After the financial world turned upside in 2008 and real estate took a dive, younger seniors remained in their own homes.  Now, younger seniors are moving into retirement communities again.  Senior living communities must have amenities and lifestyle choices that attract younger seniors.  Does yours??  As a sales person, you must believe that younger seniors will move in too!  I have acutally heard a senior living sales person say, “They are only 83 years old and not ready yet.”

Only 20% of seniors will walk in and say, “I am ready to move in now.”  The order taker marketers love this type of prospect.  Well guess what?  The majority of seniors need handholding and relationship building over a period of time.  They need to come into your senior living community four to six times to visualize themselves living the lifestyle.

Discovering the passions, pursuits and interests of a senior seems so obvious to the “A” player senior living sales professional.  This allows the sales person to tailor the “Wow Tour” to each senior.  It may mean having the senior meet other residents who share their common interests.  It could involve meeting and touring each adult child, so they can support their parents moving into your community.

Senior living sales takes more time and effort than it did six years ago.  Why do so many senior living sales people simply give a tour?  What have you witnessed or experienced?

Please share your strategies, successes, failures or comment below to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.

Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available at Amazon.com with a 5-star rating.  The book is required reading at George Mason University as a part of its marketing curriculum.  Within this book, the author developed a sales & marketing method with 12 keys to help senior living providers increase their occupancy.   Masson developed this expertise as a marketing consultant, sought-after blogger for senior housing and a regional marketing director of continuing care retirement communities in several markets.  She has also been a corporate director of sales and a mystery shopper for independent living, assisted living, memory care and skilled care nursing communities in multiple states.  Currently, Masson is setting move-in records as the regional marketing director of two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California.  Interestingly, this career started when she was looking for a place for her own mom and helped her loved one transition through three levels of care.

© Marketing 2 Seniors| Diane Twohy Masson 2014 All Rights Reserved. No part of this blog post may be reproduced, copied, modified or adapted, without the prior written consent of the author, unless otherwise indicated for stand-alone materials. You may share this website and or it’s content by any of the following means: 1. Using any of the share icons at the bottom of each page. 2. Providing a back-link or the URL of the content you wish to disseminate. 3. You may quote extracts from the website with attribution to Diane Masson CASP and link http://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
98 Move-Ins

98 Move-Ins

Moving-VanHow many move-ins have you produced in the last 12 months?  Are you staying ahead of the move outs?  There seems to be a heavy attrition in all levels of senior living from independent living, assisted living and skilled nursing care.  Is this what you are currently experiencing in your city?

Older and frailer residents are moving into all levels of care.  They stay for a shorter amount of time.  As a regional marketing director at two Continuing Care Retirement Communities in CA, I have experienced new independent residents move through three levels of care in less than a year and expire.  At the same time, I am seeing a new wave of younger senior couples moving into our communities.

Maybe the senior housing industry has turned a page since 2008?  Since that epic stock market drop, seniors moving in their 70’s and low 80’s had literally evaporated.  Have you witnessed a come back of younger seniors moving into your retirement community or not?

Can you share what is happening in your city and state, so we can all understand senior housing from a national perspective?  It’s as easy as making a comment below.  Thanks in advance for joining the conversation and sharing this blog with other professionals in the senior living world.

Diane Twohy Masson is currently writing a new book for seniors on how to select senior housing options.  Her first book, “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” is available at Amazon.com with a five star rating.  Masson continues to set move in records as the regional marketing director of two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California.  Her mom’s struggle with dementia is inspiring Diane to pen a third book to support adult children.

© Marketing 2 Seniors| Diane Twohy Masson 2014 All Rights Reserved. No part of this blog post may be reproduced, copied, modified or adapted, without the prior written consent of the author, unless otherwise indicated for stand-alone materials. You may share this website and or it’s content by any of the following means: 1. Using any of the share icons at the bottom of each page. 2. Providing a back-link or the URL of the content you wish to disseminate. 3. You may quote extracts from the website with attribution to Diane Masson CASP and link http://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
Do You Call Back Every Prospect Who Toured Yesterday?

Do You Call Back Every Prospect Who Toured Yesterday?

Copyright Marketing2seniors.netThe prospect may say, “I want to think about it.”  “I am one or two years away.”  “I am not ready yet.”  “I am not interested in a pushy salesperson.”  Will you still call them back promptly the next day? If not, why not??

The senior living prospect walked in your door for a reason.  They need your services or are considering your services.  They should automatically be classified as warm if they walked into your senior living community.  They may be eating cereal for dinner or sleeping in a recliner chair because the alternatives are too much effort.  This is a viable lead that deserves your time and attention, even if they say, “I am not ready yet.”

I find it appalling that some senior living sales people will only give the time of day to a senior that can move in now.  Ultimately, they are neglecting potential sales.  In my experience, only 25% of the seniors say, “I am ready now.”  “My home is on the market.”  “My kids say I have to move immediately.”  “My doctor recommends that I move to assisted living right away.”

So this means that the other 75% of potential seniors are too scared to express their needs.  They say a quick statement in the beginning to protect themselves from being SOLD by you.  They have lived in their home for 40 or 50 years.  They don’t WANT to move.  They are just beginning to UNDERSTAND that a move would be beneficial to their health and well-being.

Educate this scared senior and show how your Retirement Community, Assisted Living or Continuing Care Retirement Community is the best choice for them.  Then watch your occupancy rise.  The end result will be providing solutions to improve the quality of life for a multitude of seniors.

Do you call EVERY tour back the next day?  If not, why not??

Your tips could help others improve on a national basis, so please share by commenting on this blog.  If this weekly blog can help your sales and occupancy – why not invite your team to sign up today so no one misses a single tip to improve the occupancy? 

Diane Twohy Masson writes this weekly blog to support and engage with other senior housing professionals.  Her first book is Senior Housing Marketing – How To Increase Your Occupancy and Stay Full.  Many sales teams and organizations have used the 12 keys contained in this book for their weekly book review.  Diane is working on her second book to help seniors select their senior housing options.

© Marketing 2 Seniors| Diane Twohy Masson 2014 All Rights Reserved. No part of this blog post may be reproduced, copied, modified or adapted, without the prior written consent of the author, unless otherwise indicated for stand-alone materials. You may share this website and or it’s content by any of the following means: 1. Using any of the share icons at the bottom of each page. 2. Providing a back-link or the URL of the content you wish to disseminate. 3. You may quote extracts from the website with attribution to Diane Masson CASP and link http://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
How To Move Someone Saying, “No!”

How To Move Someone Saying, “No!”

no-mdIt would be very interesting for independent, assisted living and group homes to share examples of people who moved into your senior living community who initially said, “No, I don’t want to leave my home!”  How many senior living residents have you experienced in this situation?

Two weeks ago, I heard the story of an independent couple whose Boomer children moved them one hour closer to them.  The dad said that he had left heel marks all the way up the freeway, because he didn’t want to move.  Now, both he and his wife love living at their new Continuing Care Retirement Community that is located by their children and grandchildren.

Tonight, I heard about Jim and Joan’s dad.  He was clinically depressed and stayed in his pajamas all day.   He only put on clothes when Jim picked him up (drove him one block) to spend time with his wife and grandchildren.  Once his dad, Dwayne, got to their house and had dinner, he didn’t want to leave, even at 11:00 PM.  Jim and his wife Carol both had to be at work at 7:00 AM.  They literally had to take a resistant Dwayne back to his home each evening.  This went on every night for one year.  Jim finally reached the breaking point.

Jim and his sister Joan went to find a retirement community for their dad.  They had it all set up and then drove their dad to his new home.  The entire way there, Dwayne kept saying, “No, no, no!”  They said, “Dad, you will love it, give it a chance.”  They showed him his new home and he was still resistant.  Jim kept saying, “Dad, give it a chance,” and left.  Two weeks later the dad was happier than he had been in his own isolated home.  Dwayne spent five of the happiest years of his life there.  Medication management and socialization had improved the quality of his life.

Nine years ago, my own mom was struggling (for over a year) in the independent living area of a Continuing Care Retirement Community.   My sister, husband and I moved all my mom’s stuff to assisted living while her granddaughter took her to lunch.  My daughter drove my mom back to her new home in assisted living.  We were all there to greet them.  My mom was shocked, but what could she do?  We had moved her.  It was done.  The staff was all on board and had acclimated her before we left.  Oh, the guilt I felt, but knew it was the right thing for her.  We got a call in the night, because my mom had peed in a garbage can.  Was it defiance or dementia?  We will never know, but two weeks later she was happy and content.   She steadily improved with three nutritious meals a day and medication management.  My mom enjoyed seven years in that supportive environment.

Is it mean to move someone saying no?  Or is it the best thing in the world?

Please share your successes, failures or comment below to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.

Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available at Amazon.com with a 5-star rating.  The book is required reading at George Mason University as a part of its marketing curriculum.  Within this book, the author developed a sales & marketing method with 12 keys to help senior living providers increase their occupancy.   Masson developed this expertise as a marketing consultant, sought-after blogger for senior housing and a regional marketing director of continuing care retirement communities in several markets.  She has also been a corporate director of sales and a mystery shopper for independent living, assisted living, memory care and skilled care nursing communities in multiple states.  Currently, Masson is setting move-in records as the regional marketing director of two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California.  Interestingly, this career started when she was looking for a place for her own mom and helped her loved one transition through three levels of care.

 

© Marketing 2 Seniors| Diane Twohy Masson 2013 All Rights Reserved. No part of this blog post may be reproduced, copied, modified or adapted, without the prior written consent of the author, unless otherwise indicated for stand-alone materials. You may share this website and or it’s content by any of the following means: 1. Using any of the share icons at the bottom of each page. 2. Providing a back-link or the URL of the content you wish to disseminate. 3. You may quote extracts from the website with attribution to Diane Masson CASP and link http://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
Senior Living Communities Are Open 365 Days A Year

Senior Living Communities Are Open 365 Days A Year

Diane and Mom

Mom and Diane

Here is a shout out to all the special senior living employees who are working on Christmas this year.  Every Boomer child who cares about his or her parent appreciates your dedication.

You may be cooking or serving the grand holiday buffet in an Independent Living Community, passing medications in an Assisted Living Community, calming anxiety in a Memory Care Community or providing 24-hour care in a Skilled Nursing – Thank You!

This Christmas, my mom is in Freedom Village Health Care Center.  When I visited her on Thanksgiving morning, I saw smiles and joy in the eyes of the skilled nursing staff.  Today, I am grateful that quality staff surrounds her and that she will be savoring her favorite coffee on Christmas morning.

Are you working on Christmas this year?  Share your community name and what you do!  Let’s spread some Christmas cheer!

Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available at Amazon.com with a 5-star rating.  The book is required reading at George Mason University as a part of its marketing curriculum.  Within this book, the author developed a sales & marketing method with 12 keys to help senior living providers increase their occupancy.   Masson developed this expertise as a marketing consultant, sought-after blogger for senior housing and a regional marketing director of continuing care retirement communities in several markets.  She has also been a corporate director of sales and a mystery shopper for independent living, assisted living, memory care and skilled care nursing communities in multiple states.  Most recently Masson was recruited to consult for two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California.  Interestingly, this career started when she was looking for a place for her own mom and helped her loved one transition through three levels of care.

© Marketing 2 Seniors| Diane Twohy Masson 2013 All Rights Reserved. No part of this blog post may be reproduced, copied, modified or adapted, without the prior written consent of the author, unless otherwise indicated for stand-alone materials. You may share this website and or it’s content by any of the following means: 1. Using any of the share icons at the bottom of each page. 2. Providing a back-link or the URL of the content you wish to disseminate. 3. You may quote extracts from the website with attribution to Diane Masson CASP and link http://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
What is a Senior Living Sales Person’s Deepest Desire?

What is a Senior Living Sales Person’s Deepest Desire?

Appreciating Senior Living Sales PeopleOne of the greatest human desires is to be appreciated.  A lack of appreciation is the number one reason why a senior living sales person takes a job at another retirement community.  Did you know that a person could literally go insane with a lack of appreciation?  It’s true!

Have you analyzed yourself lately?  How are you at appreciating your senior living co-worker, your family or even your spouse?

Are you already defending yourself inside your head?  I thought that I was doing a good job too, until… my senior living sales teams started a new book review.  Yes, we started reading one of the greatest books every written – “How To Win Friends and Influence People,” by Dale Carnegie.

Do you have a favorite book that you refer back to every year or two?  This book is mine.  It suddenly puts me back on track to be a caring human being again.  It’s funny how we can get in a rut without knowing we are in a rut.  We get so busy and focused on accomplishing the goals that we forget to treat people the way we would wish to be treated.

The book suggests highlighting key phrases to refer back to and reading each chapter twice.  Here are three great principles that I need to utilize everyday:

  1. Don’t criticize, condemn or complain.
  2. Give honest and sincere appreciation.
  3. Arouse in the other person an eager want.

Every single one of my team members commented on how he or she treats a senior living prospective resident better than a co-worker or family.  Do you?  Do you want to start a new habit today?  It is up to you…

Please share your success, failures or comment below to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.

Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available at Amazon.com with a 5-star rating.  The book is required reading at George Mason University as a part of its marketing curriculum.  Within this book, the author developed a sales & marketing method with 12 keys to help senior living providers increase their occupancy.   Masson developed this expertise as a marketing consultant, sought-after blogger for senior housing and a regional marketing director of continuing care retirement communities in several markets.  She has also been a corporate director of sales and a mystery shopper for independent living, assisted living, memory care and skilled care nursing communities in multiple states.  Most recently Masson was recruited to consult for two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California.  Interestingly, this career started when she was looking for a place for her own mom and helped her loved one transition through three levels of care.

© Marketing 2 Seniors| Diane Twohy Masson 2013 All Rights Reserved. No part of this blog post may be reproduced, copied, modified or adapted, without the prior written consent of the author, unless otherwise indicated for stand-alone materials. You may share this website and or it’s content by any of the following means: 1. Using any of the share icons at the bottom of each page. 2. Providing a back-link or the URL of the content you wish to disseminate. 3. You may quote extracts from the website with attribution to Diane Masson CASP and link http://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.