Leadership Series: From Airman First Class to First Class Client Success

Most of SeniorVu’s client communities know Trinessa Fisk, Client Success Manager, more than any other team member in our company.  She’s the one who keeps a pulse on client needs, desires and satisfaction level with our results. It’s a role that requires detail, discipline and sometimes thick skin – three valuable skills Trinessa honed through some of her previous careers. 

Trinessa is a former Airman First Class in the military and a Healthcare Risk Manager for a major hospital. Plus, she is a wife, mother of three children and four dog children.  All of that incredible experience, plus her warm and caring personality, makes Trinessa a valuable team member and results driven Client Success Manager.

  • What is the key to building and then maintaining great relationships with your clients? Give us some tips! 

The most important key is be intentional in your relationship building. Get to know each client individually, understand their needs, and come prepared to those meetings and conversations.  It’s important to understand the channel and how often the client wants to be communicated with, and the process for requesting items/asking questions in between those times. ALWAYS go above and beyond for your clients, they are the reason you are in business. They have the ability to choose a competitor, but they chose you. Show up for them always! 

  • What is the one thing your clients are needing support with as we begin 2021? 

Their biggest issue is lead generation during the ongoing pandemic. They need back-up and support in efforts. Tour generation, both in-person and virtual, is so important because that is the first step into a potential lead becoming a community prospect. I want to us to do everything we can to help them with occupancy.

  • You’ve gone from the military to healthcare and now into senior living technology. What are you doing to ensure you continue to grow and develop as a leader?

Each position I’ve been in has taught me something new and with learning comes growth. With every position, I take those bits and pieces and add them to my knowledgebase for when, and if, I need them. It’s amazing how something I’ve learned from a previous role actually helps in another position; I think in part because I’ve always held a position that provides a “service” to a client.  I’m not afraid to ask questions so I can better understand how a process or areas/people work together.  It develops me across the board. Plus, I have a servant’s heart, and I will do whatever I can to continue to grow that part of me. 

  • You seem to have a lot of dogs in your life?  How come? 

Dogs are so loyal and love you unconditionally. It’s funny because I was always a cat person growing up, but my husband isn’t at all.  I have come to love dogs so much, and our four canines have such different personalities which makes life more entertaining. They are our “furry children.” 

Happy Holidays

Answering inquiries for your community is what our Family Advocate Managers (FAM team) love doing, even on most holidays. Thanksgiving and Christmas Day are the only two days we close up shop. We believe all of our team members deserve time with their families. By the next morning, FAM is right back at it to follow up on any inquiries that may have come in the day before.

What about all those other holidays? Rest assured SeniorVu has your time zone covered from 9:00 a.m. to 4:00 p.m. on each of the following holidays:

Black Friday
Christmas Eve
New Year’s Eve & Day
Martin Luther King Day
President’s Day

Memorial Day
Independence Day
Labor Day
Veteran’s Day

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