Is Your Customer Service Truly Targeting ALL Your “Customers”?
When it comes to “customer service” have you really thought about who is your “customer”? Of course the obvious answer is your residents and their families as well as prospective customers and their families. But you may be limiting yourself and even endangering your image and reputation if you only direct your customer service to these limited groups of people.
Taken from material used for SLU Customer Service Certification:
“to ensure that service excellence permeates your community, you and your employees need to consider a braoder range of customer groups. For example: Read more
Published in categories: Customer Service
Buzzworthy: Investing In Marketing and PR
Webinar on May 16th at 1:00 pm East
I would like to inform you I will be speaking at an upcoming Senior Living Business Interactive webcast, Buzzworthy: Investing in Marketing and PR. It takes place on May 16th at 1:00 PM ET, hosted by Irving Levin Associates.
Too often, marketing is seen as an expense rather than an investment. With the difficulty and complexity of senior living sales growing, now is the time to make the proper investment in marketing. Given the right tools and resources, marketing Read more
Published in categories: General
Putting The “Life” Back Into Life for Seniors
In a previous blog entry, we discussed enhancing your resident’s quality of life. This can come in many areas; the dining experience, their living areas and surroundings, interaction with the staff and, most certainly, with social, recreational and cultural activities.
How are your activities contributing to your residents’ quality of life? You can offer a number of activities to your residents, but if they don’t participate or don’t really enjoy them, are they truly beneficial or useful for enhancing overall quality of life?
Two initial ways to measure your activities program are 1) Do your residents look forward to and Read more
Published in categories: General
Imprison the Elderly!
When I came across this image on a highly visible social media site I cringed!! I would like to think this is the opinion of just one person, but sadly, the response it got leads me to believe this is a view held by many, too many!
As professionals in this industry, Read more
Published in categories: General
Marketing: Expense or Investment?
Too often, marketing is seen as an expense rather than an investment. With the difficulty and complexity of senior living sales growing, now is the time to make the proper investment in marketing. Given the right tools and resources, marketing teams working in concert with business objectives can produce maximum impact, boost occupancy, and improve cash flow.
Senior Living Business Interactive Webcast Series
May 16, 2013, 1-2:30 pm ET (12-1:30 pm CT, 10-11:30 am PT)
“Investing in Marketing and PR”
In this event Jim Moore will provide details on how to cost-effectively address significant “organic growth” within existing Senior living communities. He will specifically address the following: Read more
Published in categories: General
Is Your Community Contributing to Your Resident’s Quality of Life or Merely Helping Them Exist?
Are you really giving appropriate consideration to your residents’ quality of life or just providing them the services they are paying for?
Are your residents actively living or merely existing? Here are some important issues that can have an effect on overall quality of life for the residents at your community.
Meals/Nutrition – No doubt you serve nutritious food, but do you serve delicious food? Do residents look forward to going to the dining room; the food, the atmosphere and the company? Are meals Read more
Published in categories: General
Are They Getting Younger By The Day?
As reported by CNBC and seen on SeniorHousingNews.com, some retirement communities are seeing an increase of younger residents. Can your community relate to this? Are you seeing a change in your demographics?
CNBC: Retirement Communities Seeing Influx of Younger Retirees
Published in categories: General
Is Employee Turnover Draining Your Cash and Productivity?
Do you think twice about your employee turnover rate? Should you? If you only knew how much employee turnover really cost your organization in cash flow, you would. If you’re one of the fortunate few that have a low turnover rate, you probably won’t need to spend too much time or thought on it. But if you’re not so lucky, then you really should evaluate how turnover affects your Read more
Published in categories: General
Senior Housing On Social Media? – Real World Examples
If you followed our four part series on Senior Living and Housing in Social Media,
- Social Media – Have You Embraced or Missed This Current Marketing Strategy?
- Why the Senior Housing and Health Care Industry Needs to Be On Social Media
- How A Senior Care Business Can Use Social Media
- Family Caregivers Are Using Social Media – Why You Should Take Notice
you may be wondering what others in the industry are doing on Social Media. My suggestion: go on over and take a look! Read more
Published in categories: General
Are you a Dunks or Starbucks?
As I was getting my morning coffee at Dunkin Donuts, I was looking around and had a stark realization. Dunks and Starbucks are both very successful business models that serve basically the same products and yet have very different environments and price points. Coming from the South I had never given it much thought, it was pretty much Starbucks with Dunks just starting to develop properties in the area. But now, residing in the Boston area, Dunks is king with Starbucks just now making inroads here and it made me wonder why I didn’t have a favorite. Why do I patronize both just about equally?
And how does this tie into senior living? Employees of this industry drink a lot of coffee and coffee off-shoots and, as I go through the observations that I recently put together about the coffee shops, I think it will become clear how this relates to senior living.
Environmental Differences
While Dunks newer and larger stores may be furnished a little differently, most I have been in are furnished – with tile floors, a few metal tables and chairs, and some cardboard displays for products. Starbucks tends to be furnished in a warm relaxed manner just like your living room, begging you to take a seat, with carpeted areas, comfortable chairs, over stuffed couches, with wooden tables and product display stands. Read more
Published in categories: Marketing Senior Housing, Strategic Planning