Your community gets leads from form fills and phone calls, but somehow it can feel like pulling teeth to go from prospect to move in.
That’s because senior living communities don’t have a lead problem, they have a lead management problem.
If you are sick of chasing down leads, juggling tours, hiring new caregivers, all before your morning cup of coffee, there is a way to manage leads better by understanding key behaviors from your prospects.
Here are three pieces of data that are impacting your bottom line:
90 percent of the time, a prospect will not leave a message when transferred to a sales team’s voicemail
Why does this happen? Usually, the prospect has had an emotional event with a family member and needs solutions fast. Instead of leaving a message and waiting for you to call back, the family is more likely to keep calling around through their curated list of options.
Another reason this happens is because of the state of technology we live in today. We expect everything to be instant, including our services. We can order something on Amazon and have it delivered the next day to our doorstep, have our groceries delivered in hours, can watch any new show on demand, and even visit the doctor on FaceTime in the palm of our hand…the list goes on and on.
Every industry must adapt, including the Senior Living Industry. With this in mind, consider how your community can provide “instant” services, or just faster services, to your potential prospects.
3 out of 4 times, the family often goes with their first “live” connection
This is especially true as the holidays approach. Families spend time gathered together and afterwards, realize it is time to start looking for new care solutions for their loved ones. Family members can be in a high emotional state after the visit and feel as though their loved one needs immediate care.
Ask yourself, how can our senior living community start preparing now for the holiday influx of leads? What are the gaps you need to fill in order to serve more families this holiday season?
It takes more than 12 attempts on average to connect with a missed lead
SeniorVu data shows that for senior living communities, most leads are not reached until 24 to 48 hours after the initial inquiry. By the time your sales community does get a hold of a prospect, they most likely will have already gone to their first live connection.
Another hurdle to calling a prospect back is that no one likes “spam” calls, so if your sales team misses the initial contact and then calls back, it’s likely a prospect will think your call is spam and not want to pick up.
So, how can your community interrupt these buyer behaviors and capture more leads?
One solution is to understand a prospect’s “digital first” mentality. It is likely a family has already done research on communities for their loved one, so make sure your website is up to date with key drivers a prospect would need to know before moving in. Make it easy for them to fill out their information or schedule a tour.
Another solution is to increase your sales team, especially as we head into the holiday season. You could hire an additional salesperson to work full time for your community, or you could partner with SeniorVu, a US-based contact center that acts as an extension of your sales team.
The Family Advocate Mentor (FAM) team provides the family with a caring professional who is college educated, and trained in emotional intelligence and senior specific information. FAM is an extension of your sales team, answering every single inquiry as if they’re a member of your community.
* Tracks call volume
* Tracks lead volume
* Tracks the length of call
* Lets you listen to the full conversation of our FAM team and your prospects
* Schedules tours for you
Take a look at how your community can save money by partnering with SeniorVu over hiring another full-time salesperson.
Since SeniorVu connects with prospects when THEY reach out, your sales team is free to devote their attention to your highest priorities instead of chasing leads.
Whether or not you choose to partner with SeniorVu, these three behaviors tell us the Senior Living Industry needs to continue to focus on emerging technologies as we head into 2022.
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