As the senior living industry grows, so does the competition. In todays market, the prospective resident is likely to already be informed about senior living before they walk through your doors for a tour; and instead of looking for answers to basic questions they are looking for a wow factor.
As an informed prospect touring your community they are searching for something special that sets you apart from the other five or six businesses they’ve visited already. So how do you make sure that you’re at the top of their list? Personalize their experience! Here are a few ways to get started.
Welcome them by name!
The Cheers theme song rings especially true for prospects coming to tour your community. A simple way to personalize your guests experience is to know their name. Arrange for a place card with the guests’ name to displayed on a reserved parking space. When they enter the building greet the prospect by name and a firm hand shake. Before the tour starts give the guest a personalized welcome folder with their name on it; be sure to include your email and other contacts as well as additional information about your community.
Personalize the tour!
When the prospect schedules the tour be sure to ask them what amenities are important to them. Also inquire about their hobbies or interests. By doing this, you can be sure to highlight the features that are most important to them so it doesn’t feel like a generic tour. For example, if a potential resident states that she enjoys exercising and trying different foods. Be sure to visit your community recreation center and highlight the different exercise courses and equipment your community offers. Also be sure to put emphasis on the type of food your chef serves and bring the resident in to sample a bit of the cuisine. Adding this type of personalization will be sure to make your community memorable.
Be personable in the follow-up
After they have toured, don’t just follow up with a generic phone call. Write a hand written note. Sending the potential resident, a hand written note thanking them for viewing your community is a great way to show your wow factor. Be sure to include personal aspects of conversation you may have had, or a joke that was said. Don’t forget to sign the bottom and thank them again.
When you add a little personalization to your tours you can make your community memorable to prospects. When potential residents see you as a community that cares about their needs, they start to see YOUR community as THEIR new home.