For most businesses, a little healthy competition is probably just what they need to make them better. Businesses who have competitors tend to work harder to fulfill their customer’s wants and needs in more efficient and affordable ways. However, when it comes to senior living communities, we are no longer dealing with a five-dollar cup of coffee or a $100 pair of shoes. We are working with people and their families. And unlike those happy feelings one may have when shopping for clothes or eating a favorite meal at a restaurant, making the decision to move a loved one into a new home is a life-changing decision. It can spark overwhelm, frustration, and sadness. So, when it comes to competition in the senior living community space, we’d like to think there’s a better way.
Why Exclusive Leads Are a Must from Your Lead Provider
According to Valissa Smith, Senior Vice President of SeniorVu, unhealthy competition is one of the biggest challenges facing senior living communities today. Read below to learn why exclusive leads are a better way to serve your communities and future residents.
Third Party Aggregators Give Away Your Leads
The biggest cost of some third-party aggregators like A Place for Mom or Caring.com is that they are not exclusive to you, the client. Smith says, “When families search for a nearby community on the internet and they click on a community on one of those websites, that website will then share that family’s info with not only the community they were inquiring about but with four or five others!” Giving the lead’s info to the competition can cost you the lead entirely. Instead of generating leads just for you, the third-party providers are generating leads for you and your competition (using YOUR company’s money).
You’re Paying for Other Community’s Leads
Your intention of hiring a third-party provider is to get more leads more quickly. However, when that third-party provider gives away your leads, it gives other communities the opportunity to steal that lead from you. “The family will start getting phone calls from a bunch of communities , which is confusing,” says Smith. “This is already a difficult time for families. Juggling calls they didn’t ask for can be frustrating. We believe the journey for seniors and families needs to be better than that.” Some people will inquire about your community specifically, but then the first call-back they receive will be from a different place. The person may not know right away that the community calling them isn’t who they called about in the first place. Trying to move your loved one into a senior community is an overwhelming task, after all. In the end, that lead may end up in a different community entirely. The worst part is, YOU paid the third-party aggregator to give away your lead!
How SeniorVu is Different
In SeniorVu’s short, clever video Be Like Kate: Exclusive Leads, we learn why exclusive leads are so important and can make not only a huge difference to your lead’s experience, but also to you and your bottom line.
SeniorVu’s lead is YOUR lead–and only your lead.
SeniorVu doesn’t share your lead’s information with anyone but you. Smith says, “When families call our clients’ phone numbers that come into our contact center we answer on behalf of that community and hand them off to them exclusively.” This makes the process smoother for families and their loved ones because when they inquire about a community, they will speak to a SeniorVu Family Advocate Mentor (FAM) about that one community and their information will remain private. Creating a smoother, less frustrating process leaves a better impression with leads and increases conversion rates. SeniorVu has a 31% conversion rate over the typical industry lead conversion of only 5%.
Importantly, even if your exclusive, high-quality lead isn’t ready to make a decision or decides they aren’t necessarily interested in your community right now, you won’t have to worry about SeniorVu selling that lead to another company. Your exclusive lead is always your exclusive lead.
SeniorVu builds relationships and protects potential clients.
The SeniorVu FAM team is built with people from different backgrounds–social work, nursing, psychology, and business–so they know what it means to be going through this situation, and act as the lead’s first advocates. Leads are often overwhelmed and don’t know what the next step should be. FAM members are trained to listen and act with empathy. Their mission is to make this an educational experience as well as an opportunity for families to be acknowledged and heard. The FAM team tries to ask the tough questions that people don’t want to ask or get a deep understanding of the senior’s needs. Their goal is to find the best option for their seniors. Smith says, “We like to have an unrushed, relationship-building conversation, answering questions, and scheduling a tour (when appropriate).” This kind of care in the first connection with a lead makes you look good. So, when the lead’s information is passed onto you (and ONLY YOU), you are more likely to gain a new resident.
Interested in learning more about SeniorVu’s exclusive lead approach?
Contact SeniorVu. The SeniorVu Contact Center is trained on the unique elements of each community and how to qualify/disqualify each family to the community’s standards. It operates with a high degree of empathy, gently providing information or guiding the family through the logical steps in the process to tour the community, qualify for additional nurturing, again based on the community’s standards. All information is tracked, calls recorded, collaterals sent, and follow-up tasks established. It is made available for the community’s sales team to review in virtually real time.