Do Residents Give Better Tours Than Senior Living Sales People?

After touring 11 retirement communities in the last several days, I say yes – to residents being the best!  The senior living sales people who gave me tours – only focused on the real estate.  It was all about showing apartments, casitas and duplexes.  They only asked enough questions about my mom to determine if she could live independently in one of those choices.

The resident tour guide was fabulous!  She wanted to know about mom as a person.  Her questions were geared toward learning about what my mom enjoys now and then proceeded to explain how my mom could experience an even better life and social connections at the retirement community.  The resident brought the lifestyle to life first, by describing all the fun activities in every single community space that I was shown.  For example, when she showed me the swimming pool, she proceeded to describe how the residents enjoy water volleyball and how she personally enjoys it twice a week.    I was blown away.  The life she described was so exciting that I wanted to move in immediately.

After the resident painted the dream of the lifestyle, she then showed me her own beautiful home.  It was one of the best tours that I have ever been on.  She apologized that there was no brochure to give me.  The sales people don’t let her give them out.  She made sure she captured my contact information too.  Now here is the icing on the cake, she called me back two hours after I left to tell me something she forgot.  She shared again, that she would truly love to meet my mom in person.  This resident got an A+ in my view.  Too bad the senior living sales people did not trust her to give out brochures or talk price – maybe they would be full…

Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at  If your curiosity is piqued to inquire on Diane’s availability to coach your senior living marketing team (CCRC, independent living, assisted living, skilled nursing or memory care) or have her put on a sales retreat for your organization – please call: 206-853-6655 or email  For more information: Twitter: @market2seniors Web: Blog: