In senior housing or home care we often sell a product that is used for a very long time. Unlike any other big ticket or extended use products, we will be present with the customer during the entire time she uses it. Think about it. Imagine if you sold someone a car and then had to drive around with them in the car the whole time they owned it. We promise an experience, results, or an outcome and then hope it will happen the way we presented it. We must take an active part in seeing that this service is delivered.
When is the last time you evaluated your collateral? What does it say about your business? How recent is it? What's the quality of the photography? Are you using stock images that may appear on someone else's website? Think hard before you create your materials.
I was meeting with a client recently to talk about training their front line staff. You know, the people who operate the front desk, answer the phone, serve in the dining room or park cars in the garage. The mood in the community was a bit sullen. The staff had become relaxed in their appearance. The calls and visitors coming in to inquire were not being greeted graciously or with sufficient or accurate information.
When you get an internet inquiry for your community or your business, how is it answered? Recently, I was in a community and discovered that fifty percent of the people who had received electronic replies had no memory of receiving them. 50%! How can you ensure that you're not wasting 50% of your efforts?
My insights for your success.