Which scenario describes your senior living community? I called three memory care communities in Seattle and got very different responses.
Community A – answered the phone in two rings. I shared my need to find immediate placement for my mother-in-law with Alzheimer’s. Their memory care was 100% full with a waiting list. Sandy was extremely helpful and suggested another community. Special shout out and thanks to Sandy! It is no surprise that you are full.
Community B – answered the phone within two rings, but mumbled something to me. I asked them to repeat it, because I did not understand one word. Then I shared my situation. The person said they would put me through to someone who would help me. Suddenly I was in a voicemail box. What? I left a full crisis message with my name and number. They have not called me back and it has been five days.
Community C – answered the phone within three rings. They heard my crisis story and said the person I needed to speak to was not available but they would text them regarding this emergency. The lady on the phone promised me that they would call me back that day. The admissions person called me back within an hour and we started working on a plan of action for my mother-in-law.
This is a real situation for my family to place my mother-in-law with Alzheimer’s immediately.
Congratulations to all three communities in Seattle, WA who all answered their phones within a couple of rings. Community B, put me through to a voicemail when I was in crisis mode. Are you kidding me? That is heartless. Take my name and number and have a real person call me back as soon as possible. The majority of people hang up when pushed into voicemail. Don’t use it.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available at Amazon.com with a 5-star rating. The book is required reading at George Mason University as a part of its marketing curriculum. Within this book, the author developed a sales & marketing method with 12 keys to help senior living providers increase their occupancy. Masson developed this expertise as a marketing consultant, sought-after blogger for senior housing and a regional marketing director of continuing care retirement communities in several markets. She has also been a corporate director of sales and a mystery shopper for independent living, assisted living, memory care and skilled care nursing communities in multiple states. Currently, Masson is setting move-in records as the regional marketing director of two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Interestingly, this career started when she was looking for a place for her own mom and helped her loved one transition through three levels of care.
