30 Jan 2018
Speed to Lead

Gone are the days when shopping meant spending a few hours in the mall to see your options and maybe make a purchase. With one-click shopping and next-day delivery available literally in the palm of your hand, we’ve become used to—nay, expect—instantaneous results. And as technology becomes more and more integrated into our daily lives, this expectation will only continue to grow.

For those in the senior living space, this expectation can have huge results for your conversion rates. When a potential lead reaches out to you via email or website, they’re expecting—even if only subconsciously—for you to reach out to them quickly. Let too much time pass and they’ll assume your lack of communication is due to disinterest on your part…or just as badly, another community will connect with them before you do.

Speed to Lead

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Gone are the days when shopping meant spending a few hours in the mall to see your options and maybe make a purchase. With one-click shopping and next-day delivery available literally in the palm of your hand, we’ve become used to—nay, expect—instantaneous results. And as technology becomes more and more integrated into our daily lives, this expectation will only continue to grow.

For those in the senior living space, this expectation can have huge results for your conversion rates. When a potential lead reaches out to you via email or website, they’re expecting—even if only subconsciously—for you to reach out to them quickly. Let too much time pass and they’ll assume your lack of communication is due to disinterest on your part…or just as badly, another community will connect with them before you do.

And by too much time, we’re not talking days…maybe not even hours, but minutes. That’s why speed-to-lead is such an integral and important aspect of any prospect pipeline.

“Speed-to-lead is all about reaching a family when they’ve made the effort to reach out to you,” says Jeff Davidson, General Manager of SeniorVu. “When they are filling out a form or otherwise engaging, that’s absolutely the most opportune time to continue the conversation because they’re ‘metaphorically’ actively raising their hand.”

The most difficult part for senior living communities, Jeff says, is having someone available to have those conversations in a timely fashion. “Frankly, very few communities have the staffing support to have someone waiting by the phone at all times, because that’s a lot of wasted time, which is definitely not ideal.”

Which is why SeniorVu has taken the lead generation channel one step further and added in a “lead nurturing” differentiator.

“SeniorVu has a dedicated team who makes sure that every lead our community clients receive are contacted within five minutes of that first ping,” says Jeff. Call center representatives, known as Family Advocate Mentors at SeniorVu, are available every day from 8am CST to 10pm CST, so coverage is available during all prime times. And since SeniorVu interacts with the family representing you—that is, we’re calling from “Sunnyvale Senior Living” instead of “SeniorVu on behalf of Sunnyvale”—your prospects will have your name and branding front of mind.

Jeff says that SeniorVu’s clients have seen significant increases in contact rates and down funnel conversion rates the faster leads are reached. Here are just a few of the numbers:

  • When leads are called within 5 minutes, our clients see an 80% contact rate
  • Over 90% of scheduled tours occur within 90 minutes of lead submission
  • 94% of move-ins are from families whom had been contacted the same day that they submitted their inquiry

When a lead contacts your community, SeniorVu will attempt to contact them three times within the first day, and then will continue an automated contact cadence to continue to nurture those prospects behind the scenes. This enables us to keep your community in front of potential residents at all times, plus establishes you as a resource that’s always helpful, always available and always caring.

That continual drumbeat, Jeff says, is what can really make the difference between getting a move-in or losing out.

“For up to half of your leads, it will take multiple attempts to reach them, so even though contacting them right away is important, it’s crucial to make sure you’re attempting to contact them in the same day that they inquire,” he says. “Basically, if you don’t contact them within that first day, that lead is going nowhere, so a regimented follow-up is just as important as speed-to-lead.”

If you’re interested in learning more about how speed-to-lead can help your community convert more leads, please contact SeniorVu today at (855) 726-5763.