Despite your staffs’ best efforts to provide exceptional service to your residents, an anonymous user feels differently. You’ve received a one-star review.
Now what? If you’re a facility that frequently receives four- and five-star reviews, getting a negative review can be nothing short of a headache. Not only does it bring down your average rating, but now you got to try to rectify the relationship. You don’t want to lose out on business. So, how do you manage your community’s reputation?
Compare yourself to other facilities
Although there’s often disgruntled users posting unwarranted reviews, you need to recognize when there’s truth in the text. You should compare how your community holds up to the competition! You can go on Medicare.gov to check out competitive local long-term care facilities and their ratings. You should also check out the Google and Yelp reviews to look out for recurring themes in reviews.
Not only will this be the first step in identifying problem areas, but you’ll find the weak spots in your competition. Once you get a clear picture of what needs improvement, it’s time to get to work!
Don’t forget your staff
Yes, residents are a priority, especially during times like these. That doesn’t mean that you should ignore staff members. Sites like Glassdoor can give you insight into what being an employee is like. When the staff is happy, resident satisfaction goes up. No resident wants to live in a community with anxiety-ridden staff. High turnover in staff will result in high resident turnover.
Showcase positive reviews
Whether you find a good review on Google or if you gather testimonials from your current residents – showcasing your positive reviews can bolster a good rep. You can insert them on the front of your website, social media, or even your marketing materials.
Ask for reviews
You would be amazed at the number of communities that don’t ask for residents to leave a comment online. You can ask residents individually if you think they’d be a solid advocate. You can also take the broad approach of leaving a sign up that encourages reviews. (Although you should also be prepared for the potential negative reviews in addition to the good ones.)
Hire the best talent
Your team is the foundation for your community’s success. As demand grows, and Senior Living communities offer heightened levels of service and amenities, finding the right leadership is crucial. JDI’s Senior Living practice brings a unique blend of access to the top talent in the Senior Living while leveraging 15 years of experience placing executives in the hotel industry. JDI is uniquely able to offer organizations a blended talent pool comprehensive of top talent from both Senior Living and Hospitality, giving their clients an offering they cannot get anywhere else. This gives JDI, and its clients a competitive edge. If you’re interested in learning more, reach out to one of our recruiters here.