According to Forbes, businesses that integrate Reputation Experience Management (RXM) are winning in the marketplace. “Outside-in businesses recognize that digital marketing and customer success are really two sides of the same customer journey coin.” These organizations are “laser-focused on the customer journey, making for happy customers, a successful business and, ultimately, higher shareholder value.”
SeniorVu offers built-in integration with your CRM, which tracks when our contact center reaches out to your leads and how often. You then get email alerts in real time when a tour is scheduled, so you can begin to plan a well-prepared, comprehensive showing of your community.
Customized approach for each community
No community operates exactly the same way, and we get it. Maybe you’d like a detailed story for every lead who contacts your location or maybe you’d prefer limited info until a tour is booked. We work with you however it works best with your schedule and team.
Think about it like this: We treat your leads like we’re inviting them into our own home…and we host it the way you want. It makes a real difference when future residents are simultaneously bombarded by third parties like A Place for Mom or Caring.com. Instead, our approach is, to warmly greet them as soon as they walk into the door, offer them our assistance, and sit down for a meaningful conversation.
And you’re in charge of the next step. We can help you get to know them and their story immediately, or wait until they’re ready to take the whole house tour with you.
Caring conversations and good notetaking
Customer Experience consultant, Colin Shaw, says, “People are driven by feels and emotions” and that “Research shows over 50% of a Customer’s experience is about how a Customer feels.”
Once we get your lead on the phone, SeniorVu makes proper introductions for your community and extends warmth and hospitality to your future resident! We let them talk and listen to what will enrich their golden years. We also share what makes your community the right fit based on their list of needs. Our Senior Director of Call Centers and Family Advocate, Julie Kerr, says, “People remember how you make them feel.”
At this point, we’re also building a story for your lead. We document important conversation highlights that load into your CRM, including:
- Name and age
- Actively involved loved ones
- Medical and emotional health needs
- Required amenities
- Hobbies
- Values
- Personality
- Move-in timeframe
- Preferred location
- Budget
- Concerns and questions
Anything that’s pertinent to the success of you and your lead making a lasting connection is added into their personalized profile. This way, you can go into your tour with knowledge of who this individual is, their passions, and how you can best serve their needs. For example, if you know your lead loves music, you can share info about your community’s band or chorale singers. If you lead requires massage therapy, you can recommend your fabulous on-site LMT.
People are impressed when you remember them and what they’re about. When your lead doesn’t have to tell their story all over again, it makes the experience so much better. We cover that, so you can go straight into a friendly, engaging conversation during your tour.
Read this glowing experience to understand what we want for every one of your residents. Our favorite part? “This isn’t an old folks’ home; it’s a place where very active people are getting older with happy friends.”
After-hours and weekends
What about all of the calls coming in when people are off work and can talk? Without an after-hours system in place, you’re missing nearly 25% of your lead opportunities. For example, 9.2% of SeniorVu’s calls come in after 5pm on weekdays. Our weekend call volume is at 13.3%. These numbers add up to thousands of dollars you could be adding to your profit margin.
Of course, your sales team needs time away to rest, be with their families, and enjoy their hobbies and other interests. Our contact center takes the reins when it’s time for your team to call it a day. Our open hours:
Monday-Friday 7am-10pm
Saturday 8am-10pm
Sunday 9am-10pm
Not only are we there for your leads, we incorporate speed-to-lead technology. No one likes to wait, and knowing that, we don’t make them. For urgent care situations, it’s even more critical to respond quickly, so that anxieties are eased, and loved ones are able to locate a good place for their senior.
Our promise is to return a lead’s call or inquiry in less than ten minutes. Even waiting an hour is a good indication your lead is already chatting with another community.
Always on alert
Our follow-through and follow-up system keeps you notified of any status changes on lead timelines, health updates, and even if they choose another community. In the event a competitor wins out, we have the opportunity to share with you the factors that helped make their ultimate decision. Kerr says, “There are benefits to knowing who the winning competitor is.” It may be as subtle as the other dining room had softer chairs or as significant as an offering of a particular health provider. When you know these details, this helps your community grow and adjust to the needs of the next future residents. Maybe it’s time for a remodel or to hire a chiropractor to join your staff. Even when you don’t get a conversion, we help with the why.
Ready to take some things off your plate and delegate? Contact SeniorVu today. We’re excited to meet you!
