The most important part of bringing in new residents is the initial phone call, and right now, senior living sales have never been harder. In the already competitive world of assisted living, potential residents have MANY options. Most are hesitant to move to a facility and the others have already aware of competitors. That’s why you must refine your phone strategy. Here are 4 ways to convert your senior living phone leads.
Have a friendly voice on the line
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 at the forefront of people’s minds. If a lead feels pressured into an on-site tour, they may back down. 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.
Make the ask
Many receptionists forget to ask about scheduling and assume that people will ask themselves. You could be missing out on dozens of leads! Always ask if you could schedule them for an in-person or virtual tour.
In-person tours are not always viable due to social distancing practices. While posting a video is an option, it’s best to have an on-call virtual tour where staff members can walk through the facility and answer questions.
Keep 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 them on the phone.
Also, make sure they know how they can reach on-site staff or get back in touch with the individual they spoke with.
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. With COVID concerns, people have a lot more 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.