One of the most important parts of bringing in new residents is the initial phone call. In the already competitive world of assisted living, potential residents have a variety of options. Most are hesitant to move to a facility and the others have already investigated the competition. That’s why you must refine your phone strategy. Here are 4 ways to convert your senior living phone leads.
Pick the right person to answer the phones
Having the right talent is crucial to converting phone leads. Right now, empathy is what will take you to the finish line. When the receptionist or salesperson answers the phone, they need to understand the mentality of the prospective resident. Safety is still at the forefront of seniors’ minds. By understanding their concerns and addressing them head-on, you’ll establish yourself as a trusted community leader. Never undervalue the importance of a friendly tone.
Ask and schedule a tour
Many receptionists forget to ask about scheduling and assume that people will ask themselves. You could be missing out on dozens of leads this way. Always ask if you could schedule them for an in-person or even a virtual tour. The best way to secure a lead is to have a staff member walk through the facility and answer questions.
Stay in touch
If they’re unsure about making the move, ask for their contact information. Email communications can offer a personal and professional touch without being invasive, However, it’s even better to call them back to get an update. If they come up with any concerns, you can quickly address it over the phone.
Keep track of the most frequently asked questions
If you have multiple people manning the phones, answers to questions shouldn’t vary from person to person. Keep track of anything that has come up more than once. People have a lot of health-related questions that staff members should be well versed in answering.
If you’re unsatisfied with your senior living sales staff, we got you covered. You can find our consultant’s contact information here. JDI is uniquely able to offer organizations a blended talent pool comprehensive of top talent from both Senior Living and Hospitality, giving clients an offering they cannot get anywhere else.