by Diane Masson | Sep 29, 2013
Every single one of us has had a personal family crisis, health emergency or had a dear friend that it going through a major calamity. Too much drama in our lives can be overwhelming. Then we drive to work at our retirement community and try to leave it all at home…Are you successful? It’s hard….
Some of us have personalities that envision the glass as half full and others see it half empty. Everyone has different strengths and weaknesses. Is your self-talk telling you everything will be all right in the long run or are you only seeing the worst-case scenario? How is this affecting your work?
A senior living sales person can get frazzled with numerous sales, move-ins, calls, scheduled tours and reports the administrator or their boss expects them to do. Suddenly a walk-in tour arrives. Do you share your troubles with the prospective resident or keep them to yourself?
It is always shocking to me when a stressed senior living sales person shares their personal challenges with a prospective resident. What do they hope to accomplish? The senior came into the retirement community to explore their senior housing options. Now, his or her focus is taken off making a move to your retirement community and it lands on the senior living sales person’s troubles.
A senior living sales person can actually sabotage his or her potential sales. This is turn affects occupancy. Is your senior living community’s occupancy down, because of stressed and over-sharing sales people? Have you experienced it? What tips can you share with the rest of us?
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 https://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
by Diane Masson | Sep 15, 2013
Every organization approaches goals a little differently. Some senior living communities set sales and occupancy goals that are never achieved. Each month and year the occupancy dips a little lower with constant resident attrition. How do you get ahead of the curve?
Well, someone needs to create a sales and marketing strategic plan for your individual independent living, assisted living, memory care, skilled nursing care or Continuing Care Retirement Community. The plan needs to be implemented and every sales person and operational team member needs to be on board. The focus should be on the simultaneous goals of serving the existing residents and increasing the occupancy with new move-ins.
There are twelve keys that I have developed to increase the occupancy of all types of senior housing. Some keys can be implemented immediately for quick results and other keys are a process that can take some time to develop and execute. The bottom line is these twelve keys work and it is my joy to reach 100% occupancy. Here are the keys in a nutshell; the details are contained in my book called Senior Housing Marketing – How To Increase Your Occupancy and Stay Full:
Key 1 – Attitude toward Occupancy – Turn Your Change into Dollars
- Occupancy-driven Marketing Reports that will Wow Your CFO
Key 2 – Quit Blabbing! Control the Flow of Information
- Tip: Five Steps to Controlling the Flow of Information
- Decreasing Apartment Availability
- Create Urgency for the Wait List
Key 3 – Dare to Differentiate Yourself from Your Competition
- Keep the Waiting List FULL through Branding
Key 4 – Do You Have Proactive or Reactive Marketing?
- Effective Follow-Up Inquiry Goals
- The Typical Behavior of the Average Prospective Resident
- Follow Up – When and How Much?
Key 5 – Building Value for Your Community – Giving a Wow Experience!
- “How much does an apartment cost?”
- Let them push up the price point
Key 6 – Great Events can fill Your Building
- What is the timing of an effective program?
- Step-By-Step Event Planner Guidelines
Key 7 – Never Say to the Customer…
- Use health services words that add value and differentiate you from the competition!
Key 8 – Selling to Personalities
- Are you selling to their personality type—or yours?
Key 9 – Hard or Soft Closing?
- Hot Buttons
- Objections
- Recognizing Buying Questions
- Types of Closes
- Make Urgency!
Key 10 – Internal Customers – no need to worry about them, right? Wrong!
Key 11 – Join the Twenty-first Century with your Website, E-mail Blasts, and Social Media
- How can you save money building a website?
- “I just don’t have time to be responsible for social media…”
Key 12 – Media Buying, Public Relations, and Community Relations with a Skinny Piggy Bank
- Keeping the costs affordable in the marketing plan
- The magic three to build attendance at an event
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 https://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
by Diane Masson | Sep 8, 2013
Senior living sales people fall into two different categories:
Proactive sales people in senior housing call their database – the hot ones, the warm ones and yes even the older cold leads. Reaching out and touching a senior every three to four months can fill your building.
Did you know that a senior’s life can change dramatically every six months? It’s true. They may have just been diagnosed with a degenerate disease like Alzheimer’s, Parkinson’s, diabetes or some type of cancer. Suddenly they realize that they are vulnerable and may need to live in a more supportive environment in the immediate future.
A senior who once told you it would be at least five years until they move, can suddenly turn into a one month move-in. For those of you that call your database regularly, your phone call will spur the prospect into moving to your community sooner. For those of you that don’t call your database, you are missing out. That prospect will move somewhere and the community who advertises to them first will probably get the business.
Anyone who has been in this business for any length of time has had a prospective resident die. It sucks and you feel horrible for them. Congratulations, you know they died, because you are a proactive sales person.
Yesterday, one of my retirement counselors shared that his hottest prospect, he toured last week, had died. He found out after he called and left a message. The woman’s son called him back to say his mom had passed away. The good news was by the end of that same day the retirement counselor had holds for two other apartments. They are putting deposits down next week. Your occupancy can increase with phone calls period. Do you know if your prospects are dying?
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 https://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
by Diane Masson | Sep 1, 2013
I can’t stop thinking about my surprise visit with my mom yesterday. I arrived Sunday afternoon about 2:30 PM to Freedom Village Healthcare Center in California. She was not in her usual places – where was she? A caregiver said, “Oh, your mom is down in the activity room.” I said to my husband Chris, “We really need to pay more attention to the activity calendar, so we don’t visit during those times. I want her to enjoy all the social times and I can visit her when nothing else is going on.”
We happened upon the activity calendar and all the activities were done for the day. So what was she doing? As we turned the corner, we saw my mom’s beaming face. She was playing bingo. The caregiver smiled at me and said, “Oh, do you want to take your mom?” I said, “Absolutely not, let her enjoy herself.” It was great to see pure joy – when she said, “Bingo!”
What was interesting to me was her interacting with the other residents and helping them play too. My mom has severe vascular dementia. When she speaks it is about 70% non-reality. What a great activity to really stimulate her brain. The caregiver said to me, “We decided to put on a bingo game for them, they like it and it gives them something to do.”
Well, bless those two caregivers who created an unscheduled resident activity to help with the resident’s quality of life. This was a huge “Wow” for me and I can’t stop thinking about how happy my mom was. For those of you who follow my blog, I moved my mom 1000 miles to be near me about three months ago. This was the best day of my mom’s life here in California.
After each resident said bingo, the caregiver would call the resident by name and say, “You won a cookie.” No cookies appeared. I thought to myself, well the residents have dementia – they won’t remember the cookie promise. To my utter surprise – cookies appeared at the end of the last game. One cookie for each resident. When the caregiver was handing out the last cookie, the resident said, “I don’t get one – I didn’t win.” The caregiver said, “That’s okay, you are a winner for even being here.” There are tears in my eyes writing this, because these staff went above and beyond!
As the afternoon progressed – my mom continued being animated and talking nonstop. It did not matter that 60% was non-reality. She was having a great time and I loved spending quality time with her. Some people think people with dementia have nothing to offer in life, well, they are 100% wrong.
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 https://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
by Diane Masson | Aug 25, 2013
Please share in the comment section below – how your residents either support or sabotage the marketing efforts of your senior living community.
Are you embarrassed to introduce some of your residents on a tour? Why?
Do you fear what some of your residents might tell prospective senior residents? Why?
Here is a 5-Step Program to on-board your residents through communication:
- Dine with key residents to gain their buy-in for marketing.
- Listen to their stories and build relationships with residents.
- Create goodwill that will spread through the rest of the community.
- Speak at the next resident council meeting.
- Share how important residents are to the marketing effort.
- Explain how they can help encourage guests to become residents.
- Teach them the right language to use – such as “community,” not “facility.” Please don’t say, “Do you want to become an inmate in this institution.” (This has seriously happened to me.)
- Write an article for the next resident newsletter.
- Have a different theme every month – such as refer your friends and receive $500 on your next monthly bill or thanking them for dining with new residents.
- Praise supportive residents and how they helped marketing.
- Create a memo about your next event and post it through your in-house mail system.
- Residents like to know who and why someone is coming to their home.
- Invite them to attend the event, if they bring a prospective resident.
- Apologize to them, if there is not enough room for residents to participate.
- Start a resident contest for a testimonial – on why they enjoy living at the community.
- Generate positive energy.
- Share the top five answers at the next resident council meeting or in your next monthly article.
Communicate with your current residents. They love to be in the know. Hopefully you are blessed with great residents who support all the marketing efforts, programs and events. I love the residents that I work with – they are the best – how about yours?
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 https://www.marketing2seniors.net For any other mode of sharing, please contact the author Diane Masson.
