There is a reason that a family member decided to pick up the phone when they did and call you. Finding out the reason is key in selling memory care. Here are the 6 basics to remember when selling memory care:
1. Listen, Listen, Listen, and then Listen Some More.
- Allow the family time to vent and explain their frustrations.
- Make sure to give them an opportunity to ask questions.
- Ask open-ended questions. This will give you more information regarding their situation and concerns.
- Learn about the potential resident and stress points. Why did they pick up the phone and call you?
2. Selling Memory Care – Educate and Inform.
- The more they understand, the more control families have over the decision making process.
- Don’t overwhelm families with too much information.
- Use different resources. Some people learn more from books and pamphlets, others from videos or lectures.
- Build a resource library.
- Offer support groups and educational programs.
3. Help Solve Their Problems.
- Reduce stress during the decision making process – providing the right amount of support.
- Offer respite services.
- Know your Community Resources:
- Alzheimer’s Association
- Elder Law Attorneys
- Counseling Professionals
- Geriatric Medicine Professionals
4. Listen…Yes Again! Mark Twain once said, “You have two ears and one mouth, so you should listen twice as much as you say.”
- Listen to what is being said as well as what is left unsaid.
- Don’t jump to fill pauses in the conversation.
5. Remember it’s an Emotional Process.
- Families may not always be rational. Provide patience and don’t judge.
- The decision to call you is often filled with guilt. Guilt can be the main hurdle to overcome.
6. It’s All About the People.
- Physical Environment is important – but it’s all about who is going to be taking care of mom.
- Engage with residents and associates on tour.
Things to keep in mind during the tour and move-in process:
- Encourage families to make a decision before a crisis (fall, wandering) occurs.
- Make the decision process less daunting by providing support for the Move-In process.
- Recognize and understand what each family is going through and recognize that each family and each situation is unique.
- You do this every day – for families, the tour and move-in process is often unknown and overwhelming.
What are the most important factors that your community emphasizes when selling memory care? Let’s Chat!