Seniors and Sales People Wearing Masks

Seniors and Sales People Wearing Masks

MaskAlmost everyone wears a mask out in public. It can be exhausting to hide behind a fake exterior and pretend we have it all together. I meet seniors and sales people everyday that seemed poised and polished to the world and yet they are terrified inside.

Many seniors and sales people have lost the ability to be real and authentic. They have worked hard to create the illusion that everything is fine, because they fear showing their vulnerability.  

Seniors walk into retirement communities everyday announcing that he or she is fine and “not ready yet” to make a move to senior housing. If you could pull off the mask, you might see a frightened senior who knows their memory is slipping, had a recent fender bender in the car or is just extremely lonely. That’s why they are exploring senior housing options.

Is this you?

Sale people may be dealing with an angry teenage daughter, a new baby, or ailing parents. They have to leave their breaking heart in the car and arrive for work with a mask of happiness. 

Is this you?

Here are the three most common masks:

The I’m Fine Mask: You smile and say that everything is fine when your heart is breaking. It appears that you have it all, but you may feel lost inside. It is safer to hide, because people expect it.

The Performance Mask: You have the “to do” list. You keep up a frantic pace.   If you stop performing then you are not worth anything at all. You want to matter and count.

The “I don’t care” Mask: You don’t bother with your looks. You do not seem to care. You are desperate to not be seen. You are certain that others will reject you.

Masks can be exhausting.  

I know because I am usually wearing the performance mask. On top of working full time as a regional marketing director at two Continuing Care Retirement Communities:

My personality has always been driven. I have always increased the occupancy of any senior living community I was working with. I love achieving goals. It’s also important to create balance in my life so I don’t burn out. I just started a women’s bible study called, “Keeping the Balance.” It is already changing my life and helping me recognize the real me, so I can be authentic with you. Today, I had some me time. What a treat. Tonight I will be dancing with my husband at Oktoberfest.

Balance in life is important. The opposite of wearing a mask can be seniors and sales people who over share. They want to dump all their problems on you and it may not be at an appropriate time.    

When my mom was in in later stages of dementia, her mask of pretending to be okay was gone. She just said whatever was on her mind.

How about you? What’s your mask? Have you found your balance?

Diane Masson has 19 years experience, both personally and professionally in senior housing.  She is an author of two books with 5-star ratings, a weekly blogger and a regional marketing director of two Continuing Care Retirement Communities.  Follow her newsletter on Tips2Seniors.com or Tips2Seniors on Facebook.

Un-engaged at Work? Only 30.5% are Engaged. 10 RECHARGING TIPS!

Un-engaged at Work? Only 30.5% are Engaged. 10 RECHARGING TIPS!

UN-ENGAGED EMPLOYEES HAVE CRACKS THAT NEED REPAIR!

UN-ENGAGED EMPLOYEES HAVE CRACKS THAT NEED REPAIR!


Is there a crack in your armor? Are you living on empty and have nothing left to give your family or job? Maybe you are a full-or part-time caregiver for an aging parent or a senior with dementia? Perhaps you are in a senior living sales slump?

You can’t help anyone else or be productive at work unless you take care of yourself first. Look for joy in the moments. You may be going through a dire time. Maybe your parent or one of your senior patients is dying. Perhaps your daughter or son has some kind of health or school trauma. Possibly you just learned that someone scheduled to move into your retirement community has changed his or her mind. It may have been the one you needed to hit your sales goal this month. Sigh…they are going to stay home and wait for a crisis. You start asking why over and over.

Don’t become jaded and harden yourself with a giant wall to protect your emotions. It’s mentally checking out and called un-engagement. Your family, senior prospective residents and coworkers can feel your wall.

If you work in senior living sales, we can’t help every senior. Only the ones who choose to plan ahead. Do you feel overwhelmed with what’s happening in your personal life? Is your lack of sales getting you down? Well it’s time to go find your rainbow. Are you wondering how to get started?  Feed your mind with positive thoughts. Schedule time to heal yourself!

10 Recharging Tips:

  1. Go to a live concert, stand in your shower or drive down the road singing at the top of your lungs.
  2. Sit by the ocean and wiggle your toes in the sand.
  3. Fly down the road with the wind in your face on a bike or motorcycle.
  4. Hold a baby or play with small children.
  5. Take a Saturday to read a book.
  6. Hang out with your friends.
  7. Spend time in nature – amongst the trees, watching the river go by or gazing at a lake.
  8. Soak in a bubble bath surrounded by candles.
  9. Go to a sports game in person. Cheer on your favorite team.
  10. Build a fire and make s’mores!

Recharge today, so you can change your world one senior or family member at a time.

Let your family and job see your heart when you speak. They will be moved and feel your sincerity. Seniors can tell if you want what’s best for them. Suddenly seniors who were “not ready yet” become ready to move into your retirement community. Conviction in your voice can move a mountain.

Shake off the negative. Don’t focus on the junk. I created a spiritual foundation of faith that can sustain me when I have a tough day. You can too. We all have moments of weakness. Believe in your ability to change a senior’s or family member’s life today.

In every encounter with family or at work, we either give life or drain it.

Do you give life to those around you at work and at home? Are you so worn out from working that you have nothing left to give your family? It’s your choice to be a giver or taker to those around you. Have you taken time to recharge yourself recently?

Exciting news!  Diane’s CCRC teams are breaking records and hitting aggressive occupancy goals this quarter.  They all participate in a weekly book review led by Diane.  The book review helps the teams stay on track, improve sales skills and build team camaraderie.  They just completed learning the 12 keys in Senior Housing Marketing: How to Increase Your Occupancy and Stay Full for senior living professionals.  It was written by Diane Twohy Masson.  

Credit to Gallop: Only 30.5% of employees are engaged at work.

Everyone of us knows at least one senior that needs to move now.  Here is a resource to help you or them make an informed decision.  Diane Twohy Masson’s new guide book for seniors, “Your Senior Housing Options,”  is available on Amazon.com with a 5-star rating.  It reveals a proactive approach to navigating the complex maze of senior housing options. It will help you understand the costs and consequences of planning ahead or waiting too long.  Learn firsthand tips from someone who is currently advocating for two aging parents.

Among the thousands of seniors she and her teams have assisted in finding the right senior living community, the most difficult case has been helping her own parent. Masson spent two years exploring senior housing options with her mother before finding the ideal Continuing Care Retirement Community for her. After eight years in this independent living setting, she helped her mother transition into an assisted living community. Seven years later, even as a senior housing expert, Masson struggled with the decision to move her mother into a skilled nursing community.

More related articles by Diane can be found at  Tips2Seniors.com or like Tips 2 Seniors on Facebook.

Where is Your Attitude Meter Today?

Where is Your Attitude Meter Today?

Attitude Meter in Senior LivingYour attitude meter can subconsciously be affecting your sales performance.  If I gave the same 10 leads to three senior living sales people with different types of attitudes, the sale results would vary widely.  See where your attitude falls today.

Poor Attitude

  1. “Oh no, another walk in, I am so busy.”
  2.  Complains, “Everyone is simply not ready yet.”
  3. Very low repeat tours.
  4. Major thoughts – I’m tired, the leads are terrible and the sales goals are too high.
  5. Dreads follow up phone calls and people saying “No.”
  6. Believes the senior prospect when they say, “I am not ready yet.”
  7. Cares mostly about themselves.

Average Attitude

  1. Takes a few minutes to gear up to go meet the walk-in tour.
  2. “I have a few good prospects, some are not ready yet.”
  3. A few repeat tours per week.
  4. Major thoughts – I can do this, there are some good leads, I want to hit the sales goals.
  5. Some days feel great doing follow up phone calls and other days are a struggle.
  6. Believes the senior prospect 70% of the time when they say, “I am not ready yet.”
  7. Cares equally about the prospect and themselves.

Great Attitude

  1. Excited to greet the walk-in tour within moments of arrival.
  2. Continually plans strategies to turn warm and hot leads into move-ins.
  3. Lots of repeat tours.
  4. Major thoughts – I am excited, the leads are great, I can exceed the sales goals.
  5. Has enthusiasm in their voice as they eagerly make follow up phone calls.
  6. When a senior prospect says, “I am not ready yet,” they know the prospect is scared, but close to a transition.  Believes they will move forward in the near future.
  7. Cares mostly about the senior prospect and helping them find a solution for their needs.

Where do you and your senior living team members fall on the attitude meter?  What else can you add to differentiate the three attitudes?

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 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.
Are You Enabling Senior Prospects to Stay Home?

Are You Enabling Senior Prospects to Stay Home?

"I'm not ready yet!"

“I’m not ready yet!”

Scenario One:  The senior prospect says, “I am not ready yet.”  And you say, “Okay!”  You might even try to call them a second or third time, but you get the same answer and give up.  So you schedule a call out for six months or a year.

Scenario Two:  The senior prospect says, “I am not ready yet.”  And you say, “Okay!”  Then you change tactics and start inviting them to events or a lunch at your senior living community instead of expecting them to make a decision to move over the phone.  You schedule an invitational call every couple weeks or once a month.

You can’t sell someone over the phone.

Are you trying to sell a senior over the phone?  Nobody is ever ready to move, particularly a senior who tends to live in the present moment.  Quit enabling seniors to live at home, by giving up on them or believing the “I’m Not Ready Yet” mantra.

Instead, do everything in your power to get them to come for an enjoyable visit that holds no pressure.  If you pressurize them over the phone, every time you call, it makes people cling to their armchair a little harder and not leave the house.

How about gently pulling them to an entertainment event, a luncheon or an outing with the residents.  Remember that most seniors are lonely and will venture out if you are not going to pressurize them.

Every senior that DECIDES to move has to determine for himself or herself that they will gain more by living in your retirement community than what they will give up in their precious home.  Sometimes it just takes patience and persistance.

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.
Scrooge or Sales with Holiday Calls??!!??

Scrooge or Sales with Holiday Calls??!!??

Don't Be a Scrooge in Senior Living Sales

Don’t Be a Scrooge in Senior Living Sales

All you have is the present to increase your occupancy.  Resident holiday parties, festivities, live entertainment and decorating the retirement community can distract senior living sales from the purpose of filling the building.  It’s easy to get stinking thinking and decide that no one wants to move right now and every senior is busy preparing for Christmas.  Wrong!!!

If you are reading this blog today, it is not too late to get humming again.  Let me give you some current examples from two successful Continuing Care Retirement Communities (CCRC) in Southern California:

  • 11 CCRC move-ins scheduled during December at one CCRC and another has six move-ins set.
  • A $5000 deposit was collected yesterday for a December CCRC move-in.
  • One senior living sales person, who had 139 calls for the week said, “This is the best time of year to make calls and learn vital information about prospective seniors families.”
  • When a senior came in for a holiday event, they shared that it was their holiday meal, because they had sat at home eating a “Lean Cuisine” on Thanksgiving.
  • Another senior shared that this was her last year to host Christmas for the entire family.  She was exhausted and said she was ready to sell her home and move in early 2014.
  • Many calls said, “I am not ready, let me get through the holidays and let’s talk the first week in January.”  (Whom will this senior be talking about with his or her adult children over the holidays?  The family will most likely come in to tour around Christmas.)

You can learn so much if you make calls this time of year.  Don’t be a scrooge and not believe.  Be Tiny Tim and make a lonely seniors day by reaching out with a holiday phone call.  Create an emotional connection with a senior now and watch how quickly they move into your senior living community in 2014.

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.  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.
How Self-Image Can Effect Your Senior Living Occupancy

How Self-Image Can Effect Your Senior Living Occupancy

Self-Image Can Effect Your Senior Living OccupancyWhich type of self-image describes you or your senior living sales team members?

Low Self-Image

  • “I don’t have anyone interested in moving in.”
  • Sits in their office and complains about a lack of leads and has no energy.
  • They feel frustrated and think all the prospects walking in the door are poor quality.
  • When a senior says they are not ready yet, this senior living sales person believes them 100% and will put them at the bottom of the database.

Average Self-Image

  • “I have a few people interested in moving here.”
  • They have part time enthusiasm in the office.
  • This person has a desire to build relationships with prospective senior residents and nurture move-ins.
  • When a senior says they are not ready yet, they “kind of” believe them.

Great Self-Image

  • “I have a lot of great leads, they just need to come back to our retirement community a few more times and fall in love with the residents – then they will move in.”
  • Looks forward to each walk-in appointment or call in – as a possible quick move in.
  • Believes in themselves and sales ability to help anyone move in.
  • When a senior says they are not ready yet, they know the senior is just scared and continue nurturing the relationship to build trust.

As a manager, you can coach someone with an average self-image.   A sales person with a great self-image can be coached to be a super star in sales.  A senior living sales person with low self-image will not increase your occupancy.  Let them go…

Please share your success, failures or comment 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 for sale at Amazon.com.  Masson’s book will be required reading at George Mason University in the Fall as part of the marketing curriculum.  She is currently consulting with two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net