The Secret to Exclusive Leads
In most circumstances, “sharing” is a lovely gesture. In senior living, when it comes to leads, “sharing” has become a dirty little word. What if you could fill your occupancy pipeline with highly-qualified leads that were EXCLUSIVELY yours? That’s exactly what we do at SeniorVu. We’re your partner. We’ve got your back. And we don’t believe anyone should have to fight over leads.
When 6 or 7 communities all get the same lead, it turns out to be a terrible experience for you and the consumer whose phone starts ringing off the hook. When a bunch of different communities call one family, they feel bombarded and overwhelmed. They can’t remember which community said what, and suddenly your community looks like just another bad guy in the bunch.
At SeniorVu, we believe there’s a better way – for both the communities and the families. That’s why our community partners receive exclusive leads that stay with them, even if the family isn’t ready to move-in. We will NOT give that lead to your competitor. We will NOT share that lead with anyone else. That. Lead. Is. Yours!
We’ve heard too many horror stories like this one. Sound familiar?
“I secret-shopped our 3rd party provider. On the call, I gave their Elder Care Advisor a description of my ‘mom’. I actually described our ideal resident and I gave them an address that was less than two miles from our community. In our conversation, the Elder Care Advisor never mentioned our community, instead she referred me and my ‘mom’ to two other communities that were 20 and 30 miles away. A day later I called her back and asked about ‘the community just down the road’ (referring to ours) and again, she steered me to these two communities that were further away. At that point, I revealed who I was and where I worked. The Elder Care Advisor claimed she didn’t refer to my community because it’s always full. I informed her it most certainly was not. We feel trapped by a bully that uses our brand then plays favorites with certain communities. We need a better option.”
When SeniorVu markets online on your behalf, using your brand, we don’t index your community name. When that happens, your brand competes against itself in search engines. We don’t think it’s right or that it benefits you at all. When we say, ‘we market on your behalf’ we mean it and we aren’t competing with you. Here’s how.
It starts with our lead-scoring algorithm of 200+ data points to find the highest probable leads to move into your community. We create a landing page designed to highlight the most sought-after information regarding your community. Our digital experts know how to use the right words (not your brand name) to then attract those ideal consumers to your landing page. When they get there to fill out the form or call the number, it’s all about our highly trained and compassionate Family Advocate Mentors speed-to-lead mentality. They immediately get them on the phone, sometimes within a couple of minutes, to begin nurturing the relationship, answering their questions about your community and most importantly gaining the knowledge needed to qualify that family to determine if they are, in fact, a fit. Once they are qualified (financials and all) then we schedule the tour.
After the tour, even if the family isn’t interested, we never turn around and give your lead away! That family reached out about YOUR community. We believe they stay with you.
At SeniorVu, we like the positive connotation of “sharing”, the one we all learned in kindergarten. Sure, if we shared a lead with multiple communities it might make us more money but it wouldn’t make us feel good. We happen to believe doing what’s right is most important. So, you see, the secret to exclusive leads isn’t a secret at all. It’s a partnership with SeniorVu.
Real Conversations with Real Seniors and Their Families
Our Family Advocate Mentors (or FAM team as we fondly call them) have talked with tens of thousands of families for 600 client communities across the country this year. Through those conversations and feedback from our client communities our team has learned a lot – deepened knowledge of the various nuances of care levels, healthcare resources and wealth management, to name a few.
Here are a few memorable moments from all those calls in 2017.
“I remember a specific call from a daughter who was very emotional about her father’s situation. He was living at another assisted living and she was not happy with the quality of care that he was receiving. Yet, she was concerned about moving him at 95 while he was still recovering from a life-changing stroke. By listening to her concerns, validating her feelings and educating her on the various levels of care offered at our community partner, she expressed her gratitude for working her through the possibilities and how to get dad re-situated. Ultimately, she toured the community and is considering moving dad in the next month or two.” ~ Lauren, Family Advocate Mentor
“My most memorable lead in 2017 is when I made nine contact attempts before reaching the daughter. On my 10th attempt, not only did I reach her I was actually able to schedule a tour! It was so fulfilling knowing that I had not only helped the family, but the community as well – turning a cold lead into a hot prospect. Mom has since moved into the community and is loving life, and I learned a lot about patience and persistence!” ~Kayla, Family Advocate Mentor
“I followed up with a lead to see how her tour went. When she told me that she didn’t go, I asked her why. Her mom’s doctor was under the impression that her mom needed long term care because of the assistance required at times with some ADLs. After taking the time to listen to the daughter and explain assisted living, she rescheduled her tour. Knowing that she was concerned about the staff being able to meet her mom’s needs, I scheduled the tour with the clinical team as well as the sales team. The community was very responsive in alerting me that the daughter did show up and that the clinical team was able to answer all of her questions. That tour will always be a highlight of 2017 because of the great team work between SeniorVu and the community to meet the family’s needs .” ~Sunshyne, Family Advocate Mentor
“My most memorable lead was one that had reviewed the community’s website and believed they could not afford the apartments. Thankfully, they still called us and I was able to walk them through the value-add of all-inclusive pricing. After they realized they would actually save money, they were very excited to tour the community. They are touring this week and if all goes well, they are planning to move in before January is over!” ~Ryan, Family Advocate Mentor
“A daughter called in who was crying on the phone and didn’t know what to do. She lived out of state, couldn’t tour and needed to make some decisions quickly for her father who has dementia and got lost while driving his car – thankfully no one was hurt! Her mom was pretty adamant about moving with dad, but not to a memory care community. The daughter was extremely stressed when I spoke to her. To make matters even more intense, she was going on vacation the next day, but didn’t feel like she should. To ease her mind, I emailed her preliminary community information and let her know that I would follow-up with her on Monday, when she was back from vacation, with more details. While she was away, I connected with the community to get specific pricing and availability so we had all of the information ready for her when we chatted again. Because of the prep work behind the scenes, she was able to feel confident in moving dad into memory care and mom into independent living at our community partner.” ~Tara, Family Advocate Mentor
In 2018, SeniorVu’s FAM team will continue to be engaged in the on-going education of the nuances, complexities and resources of the senior living industry that to best serve families in search of answers. What’s surprising is the everyday reminder that their work is more than connecting seniors with communities – it’s solving problems and bringing loving comfort to families. It’s also about solving problems for our client communities. SeniorVu’s FAM team members agree that it feels good knowing they help reduce stress for our partner communities and contribute to improving their bottom line.
3 Ways to Find the Best Recruits in 2018
It’s no surprise to you that employee retention and recruitment is a bigger issue in senior living than in many other industries. According to the Bureau of Labor Statistics, healthcare is among the top four industries to suffer most with nearly 100% turnover from year to year. To make matters worse, the Internet Journal of Healthcare Administration reports that the work pool in healthcare is diminishing due to long hours and low pay.
Bradley Harris has been involved in senior living employee engagement and recruitment marketing since 2011, and in his experience, the best recruits come from referrals. Finding those takes three important strategies. In this podcast, Bradley offers his insight and solutions to developing the tools necessary to successfully accomplish that.