Posts

Senior Living Marketing Perspectives: Welcome Home- A CRM Platform Designed Specifically for Senior Housing and Care

Topics Discussed and Key Points:

  • How John came to develop a CRM platform specifically for the senior living space
  • Welcome Home’s five, non-negotiable pillars for an industry-friendly CRM
  • Giving operators greater freedom of choice through integration
  • The impact of Welcome Home’s CRM on a community’s bottom-line

Episode Summary:

In today’s episode, Debbie speaks with John Lariccia, founder of Welcome Home, which provides a CRM platform designed specifically for senior housing and care.

John identified the gap in the market upon understanding that the sales process is particularly difficult within the senior living space. He points to the fact that “there are so many constituencies that you have to interact with”. The emotional layer of the process is also particularly unique due to the nature of the industry. John realized that traditional CRM technologies did not adequately account for the complexities of the human element of closing sales that is especially important in senior living.

John had to solve for a solution that covered all the considerations of an operator in the senior living space. Being a newcomer to the industry, John took the time to dissect traditional CRM platforms to identify missing features which can be highly useful to a senior living operator. He spent over a year speaking to experts in the industry and honed in on five, non-negotiable pillars for their technology: automation, customization, reporting, mobility, and simplicity.

Asked how adopting Welcome Home’s CRM makes sense from a business standpoint, John says that his team tracks engagement and adoption, time savings, time allocation, results from that allocated time, and other expenses. 93% of users, his team found, are using the entire functionality of the CRM within the first month, and this jumps to over 99% by the second month. Operators are also saving thousands of dollars in training budgets due to the CRM’s simple and intuitive interface. Finally, rote tasks are being successfully automated, allowing sales directors to reinvest that saved time into outreach. All of these factors, among others, are resulting in better conversion ratios. “The CRM is working for them,” says John. “They are not working for the CRM.”

 

Links:

WelcomeHomeSoftware.com

Senior Living Marketing Perspectives: Learn About Senior Living Growth Advisors with Scott McCorvie- How the Pandemic has affected the Senior Living Industry


Topics Discussed and Key Points:

  • How Scott’s passion for senior living led to the founding of Senior Living Growth Advisors and his podcast
  • The impact of COVID-19 on Senior Living Growth Advisors
  • How the pandemic affected design in the senior living communities, both existing and in development
  • Adapting to restrictions and other lifestyle changes brought about by social distancing measures
  • Emerging technologies operators are using to redefine the senior living experience

Episode Summary:

In today’s episode, Debbie speaks with Scott McCorvie, President of Senior Living Growth Advisors, and host of The Inner Circle of Senior Living podcast. With 15 years of experience in the senior care space under their belt, Senior Living Growth Advisors assists everyone from owners to developers to investors to operators in optimizing their platform and achieving their desired growth success. Scott’s podcast is dedicated to providing value to the senior living investment industry by hosting discussions and interviews with experts and thought leaders in the field.

Scott believes that the senior living industry has remained resilient in the face of the pandemic and the impact it has had to the economy for the past several months. Investment and development projects have been put on hold and due diligence for acquisitions are delayed. On the other hand, Scott has seen more action in the asset management department as organizations adapt and even innovate amid the various challenges.

To remain competitive, independent living facilities had to have over 50% of their space dedicated to common usage or amenities. This can include anything from movie theaters, libraries, exercise rooms and yoga studies, to even woodworking. But it is those communities whose facilities are expertly designed who have the greatest edge over others who have activity rooms in place but receive little engagement from residents.

Scott recommends, particularly for those communities still in development, to establish centrally located, multipurpose common areas that, on the same day, can be reorganized from a lecture hall into an exercise studio. Marketing a senior living community, after all, is showing off a potential “lifestyle upgrade”, and that impression is sold if prospects can see a thriving, activity-filled space.

In addition to adding infrastructure to bolster the health and safety of residents, especially during the pandemic, Scott says that Innovating the senior living experience also relies on improving engagements between caregivers and residents. This can be accomplished through such implementations as voice-activated technologies which make communication more efficient, or TV screens which display the day’s activities or messages from staff and fellow residents. There are many ways to improve the senior living experience, but Scott encourages operators to be particularly bullish on leveraging as much technology as possible to increase resident engagement.

Links:

Email: scott@srgrowth.com

www.srgrowth.com

How COVID-19 Can Help Make Your Senior Living Sales Process Better

How COVID-19 Can Help Make Your Senior Living Sales Process Better

Editor’s note: The following senior living sales content was inspired by discussions during our COVID-19 Webinar, which you can access for free here.

COVID-19 has forced all of us to change many aspects of our personal and professional lives, and this is especially true for senior living sales pros.

But here’s the good news: The adjustments you make to your sales process right now can serve you well over the long haul. Below are just some of the adjustments to consider:

1. Senior living sales tips: Stop selling. Start helping.

You’ve likely heard this advice before, especially if you’re a regular reader of our blog and newsletter. This isn’t a new strategy, by any stretch. But now is a great time to try it, especially if you’ve been skeptical of the concept.

So what do we mean by “stop selling, start helping“? No one likes being sold to (and definitely not during a global pandemic). But people do tend to be grateful for genuine help and concern.

Whenever you speak to a “prospect,” particularly during these uncertain times, forget the word “prospect.” Don’t think “how can I move this person to the next stage in the journey?” Instead, think of the word “human” and think about how you can help this fellow human.

Begin by asking questions…

  • How are you and your family adjusting to social-distancing measures?
  • What sort of activities are you doing?
  • What do you miss most?
  • Have you watched or read anything good lately?
  • What do you need help with?
  • What supplies are your running low on?
  • How can I help/be of service to you right now?

Listen to their answers. Share your experiences as well. And if they need help with something, help them—get them answers to their questions, follow up in a meaningful way, drop off a care package at their door.

And guess what? If you build stronger relationships by making a real connection and demonstrating genuine empathy, you will naturally move people closer to a purchase decision when the time comes. And when the pandemic is over, you’ll find that most of the prospects will see you in a very different (and more positive) light. You’ll have created a much stronger and enduring bond than you ever could have done when you were in constant selling mode.

A final note on this strategy: Yes, these sorts of conversations with prospects will take longer. But you’ve got the time, right? And here’s an important tip: try having these conversations face-to-face via virtual methods.

Which brings us to our next point . . .

2. Senior living sales tips: Make an effort to move from voice-to-voice contact to (virtual) face-to-face.

In the “old” days of just a few months ago, making follow-up phone calls to prospects was the norm. And it worked fine. A phone call was more personal than an email—hearing someone’s voice and all that. But given social distancing and the isolation we’ve all found ourselves in, we’re all craving VISUAL contact right now.

You already know that seeing someone’s face (and being able to read nonverbal gestures) can be critical to the sales process. You now have the opportunity to make visual contact a regular part of your sales follow-up process.

Use apps like Zoom or Facetime to connect with prospects. This visual contact better enables you to develop a relationship with a person, rather than a prospect. It also allows the person to see YOU as a human being rather than merely a sales rep trying to sell them something.

Suggesting video calls right now isn’t a hard sell, either. People around the globe are using these modes of communication to keep in touch with family and friends, so they are poised to accept this sort of communication from businesses as well.

In fact, Axios reports that this year’s Easter and Passover celebrations forced many older Americans to take the plunge and try video conferencing, like Zoom, for the first time. And Axios also wisely notes, “Older generations are usually slow to adopt new technologies, but history shows that when they finally do learn, they’re hooked.”

3. Senior living sales tips: Include more virtual events in your overall event planning.

Why have more virtual events, especially once things have improved? Well, COVID-19 has taught all of us that how we interact with brands and companies—including how we buy from them—can and will continue to evolve.

Not every sale—even for big-ticket items, like new living quarters—has to be done in person, thanks to technology. This is true, even for senior living communities. Some of our clients are reporting to us that they’re still making sales and move-ins during this time, albeit creatively and with much less in-person contact.

And now that consumers are seeing that they don’t need as much in-person time with sales people in order to successfully purchase something, demand for virtual sales processes will likely increase.

As a result, senior living sales and marketing teams will need to get creative and offer more virtual ways to engage prospects. This will be especially true for so-called “bottom of the funnel” events, like in-person tours, open houses, and lunches.

An important caveat: We don’t think virtual events are going to replace in-person events. But including virtual events in your offerings gives people (aka, your prospects) more choices—and ultimately more control.

4. Senior living sales tips: Clean up/update your CRM—and keep it updated.

No more excuses. You have the time to clean up your CRM, so do it.

Of course, the real problem isn’t the cleanup, though; it’s maintaining a clean database by getting in the habit of logging all details after every call on a go-forward basis

Again, you have the time right now. So after every call—even the long ones—get in the habit of immediately updating the contact record in your database with notes, info on the follow-up call, and any relevant tasks. For example, if you were talking to someone who was unsure about senior hours at the area grocery stores, assign yourself a task to get a list to the person ASAP. This goes back to the “stop selling, start helping” point above.

Note: Don’t have a CRM? (Or maybe you’re thinking of making a switch?) Here are six crucial elements to consider when choosing the right CRM.

5. Senior living sales tips: Focus less on lead volume and more on conversions.

Listen, we get it. You’re in sales. You live and die by the numbers. But consider this: would you rather have a ton of leads that never convert or a smaller amount of leads with a high conversion rate?

Lead volumes are down across the board due to the pandemic—some of our clients are reporting by more than half. But our most successful clients are working the leads they have in a sensitive and empathetic manner (see point #1 above) and seeing an increase in conversions as a result.

Think about that, because it’s a powerful point. Nurture leads in a more authentic, real way, and possibly convert more of the leads you already have. That’s not a bad approach right now—or in the future when we’re (hopefully) back to normal.

Need help thinking through your sales process post COVID—and aligning it better with marketing?

We can help. We’ve been in your shoes. We understand the enormous pressures you’re facing! Let’s chat.

MORE HELPFUL TOPICS:

What Can Sales People Do If They Cannot Sell?

Tips for Creating Virtual Sales Experiences in Senior Living

Senior Living Sales Tips: Characteristics of Super Star Sales Talent

May-2020-2-blog-1-772x340-1_d23f3974ccff838272ca42a495b13497

Senior Living Marketing & Sales: It’s a Great Time to Experiment

[Editor’s note: The following senior living marketing & sales content was inspired by discussions during our COVID-19 Webinar, which you can access for free here.

So many businesses, including those in the senior living industry, have had to throw their marketing and sales playbooks out the window due to the COVID-19 pandemic.

While many people are mourning the loss of the “old ways,” we’d like to take a more optimistic view. Now is a good time to experiment and get creative, especially when it comes to senior living marketing and sales.

No, not everything you try will work for your community. But you might uncover some fresh approaches that you’ll want to adopt for the long term.

1. Virtual Tours for Effective Senior Living Sales

One of the challenges right now is figuring out how to replace or augment some of the more traditional high-touch tactics, like tours and marketing events, with other kinds of tech-supported and virtual tactics.

As an industry, we tend to rely A LOT on the personal tour and other in-person events. How often do you say things like “Schedule a tour, come to an event, join us for lunch”? It’s easy to make those offers, because senior living sales reps see them as easy ways to engage with people. But have you ever considered if these things are what perspectives want to do? Now is a great time to test whether virtual tours (and other virtual events) can be just as effective as in-person tours and events.

Note: when we say virtual tours, we don’t simply mean those slick, professionally shot videos, either. You probably already have some sort of virtual tour on your site (if you don’t, you should, regardless of  COVID-19). We’re talking about taking virtual tours to the next level.

For example, maybe the director of dining services uses his/her phone to record a message and a walk through the kitchen as the team is preparing dinner. Show that well-stocked pantry, introduce people to the sous chef, show the staff plating the food. You get the idea.

Don’t worry about an occasional shaky video—people know the difference between slick and highly produced videos and off-the-cuff authentic ones. Which ones are going to be more believable or have the biggest impact?

Lather, rinse, repeat. Do the same sort of video tours with activities, with the facilities team, with the director of nursing, etc.

  • PRO TIP: We recommend Heart Legacy to create these sorts of brand experiences. Note: if you have a library of compelling pictures from your community—for example, all of the architecture/buildings—you can create a video tour out of the photography.

2. Facebook Live.

People are glued to their devices right now and incredibly active on social media, Facebook in particular (Facebook has seen its already-high usage soar since the start of the pandemic).

Facebook Live events are great ways to create “must-see” TV. The best part? You can repurpose this content and share via other social channels, embed on your website, and share in emails.

3. Video conferencing check-in calls with prospects.

Doing video calls right now isn’t a hard sell, either. People around the globe are using these modes of communication to keep in touch with family and friends, so they are poised to accept this sort of communication from businesses as well.

Encourage the sales team to do these sorts of calls with prospects and to focus on helping, not selling.

  • PRO TIP: Zoom is a popular and budget-friendly app. Skype works, too, as does Facetime.

4. Live chats hosted by real humans, not a bot.

If someone comes to your website with a question or concern, but they’re NOT ready for a phone call, a true “live chat” with a real human, not a bot, can be a great option.

Why not use a bot? Well, a bot can answer a question, but they can’t empathize. They can’t offer the all-important human touch.

  • PRO TIP: SiteStaff is our very favorite chat company hosted by college educated Americans who were hired for their empathy. We train them on senior living discovery skills.

5. Interactive tools/surveys.

Sales reps love engaging with people in person during tours or lunches, but that’s not necessarily what all prospects want or need. Interactive tools and surveys (and other apps) provide a way to engage while delivering what a prospect might need in that moment.

So a senior living sales rep could send an email to a prospect saying, “I’ve really been thinking about you, and I know that you’re struggling to know if senior living is right for you or if it’s the right time to make the move. Here’s a link to an insightful interactive survey that really dives deep and helps people understand what’s best for them and their situation. There’s no obligation and it’s free to use. Give it a try and see what it says. Happy to discuss your results with you if that helps.”

The other nice thing about interactive tools/surveys is that they help create a “sticky” website (meaning people hang out on the site longer), and they provide another opportunity to convert anonymous website visitors into leads you can nurture.

  • PRO TIP: Roobrik is our go-to for awesome, insightful surveys.

6. Senior Living Marketing Automation

Marketing automation will allow you to nurture leads in a way that’s meaningful to the prospect.

For example, let’s say the prospect has been interacting with a tool/survey on the memory care page. You can automatically follow up with helpful info, such as an article, related to memory care. On the other hand, if they download a financial guide, they’re going to get very different nurturing. In this case, the message should reassure and provide information regarding how affordable senior living can be.

And when we use the word “automated,” we mean exactly that: the system will automatically trigger a series of emails based on the actions a person takes on the site.

Give prospects lots of opportunities to choose how they want to engage with you (so a mix of chat, guides, surveys, etc.). And once they submit a form—meaning once they “opt in” based on their comfort level and where they are in their journey—then marketing automation takes over and nurtures them, encourages them, builds trust, and gives them more resources that are relevant to what they’ve expressed interest in. Over time, the nurturing will move them into a sales qualified interaction of a phone call or a tour or a virtual tour.

  • Pro Tip: We highly recommend HubSpot (we’re a HubSpot certified partner) for marketing automation.

Need help trying new ideas? We’re the app for that! :)

Seriously, we’ve been in your shoes, and we can help. We keep our eyes on the latest and greatest technology. This gives us a sense of if and how it could work for the senior living industry. Get in touch and let’s talk about how we can help.

How Facebook Live Can Change COVID-19 Perception Issues in Your Senior Living Community

How Facebook Live Can Change COVID-19 Perception Issues in Your Senior Living Community

[Editor’s note: The following content was inspired by discussions during our COVID-19 Webinar, which you can access for free here.]

COVID-19 has forced everyone to rethink how they communicate with their customers and prospects—and this is especially true for senior living communities.

Anyone who’s worked for any length of time in our industry has had to face troubling perception issues, such as “old folks’ homes” and the like. Given the recent pandemic, however, these problematic perceptions have increased exponentially, thanks in large part to the media breathlessly reminding viewers/readers that senior living communities serve as ground zero for the coronavirus.

How’s a community supposed to combat THAT sort of image?

Here’s one idea: Facebook Live.

What is Facebook Live?

HubSpot shares this solid definition: “Facebook Live is a feature of the Facebook social network that uses the camera on a computer or mobile device to broadcast real-time video to Facebook. Live broadcasters can decide who on Facebook can see their video and use this content to engage their audience during the moments and events that are important to them.”

You’ve likely encountered Facebook Live videos and not even realized it. Reporters use them in the field all the time. And even “regular” people will use Facebook Live to chronicle aspects of their day-to-day lives.

Could Facebook Live really make a difference when it comes to challenging people’s perceptions of senior living communities during this pandemic?

We think so. Regular, reasonable communication can have a huge—and positive—effect on people.

Consider this current example: New York Governor Andrew Cuomo’s midday news conferences have become legendary the last few weeks. His briefings are highly anticipated (they occur at roughly the same time each day). They’re also highly informative, but down to earth and accessible by lay people. And—most important—they are calming and rational. He doesn’t sugarcoat what’s happening in his state, but at the same time, he responsibly shares info and even finds opportunity for levity and humor.

The result? People are tuning in. Why? Because people crave reliable info, and they want to know what’s going on. (Plus, they’re a captive audience right now!)

Now, granted, Cuomo’s press briefings are broadcast via good old-fashioned television, but the concept is the same as Facebook Live: regular, real-time communication with an audience during these unprecedented times can be an excellent way to combat misinformation and troubling perceptions.

But don’t take our word for it. One of our clients, Vitality Senior Living, has been doing regular Facebook Live events with the CEO and President, Chris Guay—to great effect. You can see one here.

How do Facebook Live events work?

Here’s the good news: they’re easy to do! If you have a smartphone, you can conduct Facebook Live events for any Facebook page where you’re an admin or editor. You can also go live from a desktop equipped with a web cam (and, again, for pages you’re an admin or editor).

From there, it’s a matter of simply hitting the “go live” or “start live video” buttons/prompts. But we recommend doing a couple of private videos first, just to get comfortable.

Note: we know being “on camera” can be nerve racking for people. No one is expecting Meryl Streep or Brad Pitt. What we all want right now is a real person speaking real, unvarnished truths. If you stumble or um or ah at times—IT’S OK.

Need further guidance on how to get going? Check out the following resources:

We’ll wait here while you check ’em out. Then, come back for tips on what YOU should be talking about regarding your senior living community and COVID-19.

Who should do Facebook Live events?

Executive directors are a good choice. And yes, we get the executive directors might not WANT to do it, but it makes sense for them to be the “face” of your community. But it doesn’t need to simply be the EDs. You could also have your Wellness Director, Facilities Director, Activities Director, and so forth host their own Facebook Live videos and talk about the specifics related to their role/department.

For example, here’s Vitality’s Regional Vice President of Wellness. This video currently has over 2000 views and 25 shares—that’s excellent engagement!

How often should you do them?

The pandemic is changing daily, sometimes hourly. Right now, it might make sense to do regular “briefings” (ideally at the same time every day—don’t forget, most of us are stuck at home, so you’ll have a captive audience).

But as the situation improves, you could move to a few times a week. Here’s the thing: because Facebook Live is such a great way to connect with people and communicate about your brand, you might discover that you want to continue doing these events long after the pandemic is over.

What should you talk about?

Use this “all eyes on you” opportunity to reframe some of the scarier messages that are out there about COVID-19 and senior living communities. Yes, older people are vulnerable to COVID-19, but that doesn’t mean every senior living community on the planet has become a death trap.

Instead, educate viewers regarding the following items…

  • The current status in your community; be transparent about any cases and how your community is responding; if you DON’T have any cases, LEAD WITH THIS.
  • How your community handles social distancing.
  • How residents are still living full lives during these unprecedented times
  • What you know, what you don’t know (no one knows everything about this situation, and it’s OK to say that—honesty is paramount here)
  • Protocols in place for cleaning/disinfecting.
  • Walk-throughs of certain areas—show that you’re well-stocked with toilet paper and food; people like seeing these visual reassurances.
  • Happy, positive stories, such as milestone birthdays, anniversaries, and so forth.
  • The measures your community takes every day to create a place that supports older adults in living rich, purposeful lives in a healthy, safe environment.
  • When appropriate (and with permission, of course!) include an occasional live event with a senior and let them talk about how they’re dealing with things; for example, if your community is encouraging residents to Skype their loved ones, you could do a Facebook Live that shows a resident doing Skyping in the background.

And that’s just the tip of the iceberg. No doubt, as you continue to get comfortable and do more videos, you’ll come up with other topics. Not to mention, people will post questions during your videos. Be sure to address them—either during the live event itself or in a future Facebook Live video.

What else can you do with the Facebook Live videos?

 Here’s the real beauty of these broadcasts—you do them live, but then they’re saved on your Facebook page (in the Videos tab) so people can watch them on demand.

Here’s what you can do with the videos:

  • Send out a daily/weekly email with a link to the video and a reminder about when you’ll be broadcasting next.
  • Share the video link on other social media channels, like Twitter and LinkedIn.
  • Keep a “library” of video links on your COVID-19 page/section on your site. (You have one, right?)

Need help getting started with Facebook Live?

We’re always happy to help you shine! You can test drive some videos on us and/or ask us for talking points if you’re feeling nervous. Don’t hesitate to get in touch.

And be sure to check out our COVID-19 resource library—everything is free to download.

Utilizing Voice Technology in Senior Living Communities Webinar

Utilizing Voice Technology in Senior Living Communities Webinar

Here’s what you’ll learn: 

  • How to increase resident attendance at activities by up to 40%
  • Solutions to easily keep the visual and hearing impaired seniors engaged in the community
  • Easily Increase staff productivity
  • Increase health and safety using Amazon Alexa enabled devices and voice technology
  • Increase resident and family engagement
  • Easy ways to inform stakeholders during emergencies
  • How leading communities are increasing prospect attendance at events and tours

senior living marketing

Senior Living Websites: 6 Questions to Ask Digital Agencies

Almost anyone can “build” senior living websites, thanks to YouTube tutorials and free website templates. But that doesn’t mean the website will work from a sales and marketing perspective. Why? Because an effective website needs a strong strategy that shows an understanding of the senior living industry.

Here are six strategy questions to ask agencies before choosing one to build your senior living website.

1. How will you drive the right prospects to my website?

Not all traffic is good traffic. The right digital agency will ask YOU about your ideal prospect: who they are, what they care about, how they search. If the agency doesn’t demonstrate a keen interest in your senior living community’s buyer personas, walk away. Otherwise, you might end up with a generic “one size fits all” website that doesn’t attract targeted traffic.

2. How will you attract ideal prospects to my senior living website?

Your digital partner should conduct keyword research. In addition, the agency should have experience with search engine optimization (SEO) for senior living. This involves understanding…

  • The search terms that prospects use when looking for senior living options
  • How often each term is searched monthly
  • How difficult it is to rank for these prized terms
  • Where you and your competitors currently stack up

Note: Senior living SEO is also a skill. Don’t be shy about asking the agency to show results that they can quantify.

3. What is your strategy to turn anonymous website visitors into contacts and leads?

Driving qualified prospects to your senior living website is just the beginning. The website also has to convert visitors into tours and move-ins. Ask the agency how they plan to accomplish this.

4. How will you nurture the early stage leads to keep them engaged?

If you generate 100 form requests, you might have 10 that will make a decision in the next 30 to 60 days. The other 90% of these contacts are “not ready.” But if you put all 100 into your senior living sales CRM, your sales team will get frustrated. They will disqualify most of the leads and move them to cold since the leads are not ready. The chances of the sales team ever returning to those “not ready” leads are slim as well.

What a good agency partner will do is make sure you have a good lead scoring plan in place. The urgent leads will go to sales. The not-ready leads will be nurtured until they are ready.

5. How will you get the right information to the right prospect at the right time?

Prospects are in different stages within their journey. Again, your digital partner should be able to identify where each prospect is and provide relevant content for each stage. Having high quality blogs and premium content (e.g., guides, checklists, and e-books) aligned with your keyword strategy is incredibly important.

6. How well does your digital partner understand your sales process?

A strategic partner will be able to articulate your prospect’s journey from the point they begin their research online through their path to conversion and move-in. Marketing strategy must be aligned with sales strategy. Most digital agencies only understand marketing, but that is not enough. Understanding the discovery, advancing, and closing process is critical in designing the right experience for prospects and for the sales team.

Bottom line: Don’t hand over the keys to your senior living website to just any ol’ agency.

Remember, building a new senior living website is going to require an investment of scarce resources: time and marketing budget. Operators expect to see results, which is why you need to make a good decision when choosing the right strategic partner.

The Senior Living SMART team has years of experience on the operator side of the industry. We understand buyer personas. Not only that, we’re experts in digital marketing. Let’s chat about your website project.

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