Occupancy and lead generation go hand in hand, but lead management is just as important when it comes to getting more tours and move-ins.
Your team might get a surplus of leads from your own marketing efforts, APFM, or Caring.com, but if they aren’t managed correctly, it can literally cost your company thousands.
3 Tips to Optimize Lead Management
1. Have a solid follow up strategy.
How many times does your sales team follow up with a lead?
According to a study by Brevet, 80% of sales require an average of five follow-ups in order to close the deal. However, 44% of sales reps follow up with a prospect only once before giving up. After four follow-ups, 94% of salespeople have given up.
HubSpot suggests analyzing the method of follow up as well as the time that you follow up. If your calls consistently go to voicemail, consider sending an email instead.
Families might need more nurturing and trust-building before they are ready to move into your community. Look at your history in your senior living CRM and count how often you are following up. Adding more touch points will improve your tour conversions and ultimately, your move-ins.
At Serviam, we work a disciplined and proven contact plan as part of our lead management services. We’ll call, email, and text your prospects up to 20 times in a 90-day period.
We nurture each lead/applicant to the point of a scheduled tour/interview. You wake up to only the best, pre-qualified prospects already on your calendar.
2. Focus on speed to lead.
Speed to lead is a term starting to gain traction in the industry. More and more companies are learning the value of contacting a prospect, fast.
Speed to lead is the amount of time it takes to contact your lead after it comes in.
Shep Hyken, bestselling author of customer experience books like, “Amaze Every Customer Every Time,” says, “We are conditioned for speed, and when it comes to customer service, speed can become a confidence builder and a value-added competitive advantage.”
Companies like Amazon have capitalized on speed with Amazon Prime, but how are we utilizing speed in the senior living industry? Unfortunately, many communities wait hours, or even days to follow up with a lead.
The truth is families go with the first community who can build trust. Slow response times lead to missed opportunities.
Serviam’s Speed to lead time is 6 minutes. Find out how we can do that for your community.
3. Use a contact center.
Communities who want more tours and move-ins know outsourcing the top of funnel legwork is a surefire way to work smarter, not harder.
We know no one can know your community like your sales team. But communities are stretched thin, and the reality is that leads are lost.
Which contact center you use is up to you, but here’s why you might consider Serviam.
Partnering with Serviam is a no-brainer way save your sales team 10 hours a week. Imagine… what would your sales team accomplish with 10 more hours conducting tours instead of chasing leads?
Our team of college educated advocates will handle everything from the point of first contact to scheduling a tour on behalf of your community. Our US-Based advocates never use our brand, only yours!
We know the details matter to your team. When we pass on a qualified tour or interview, your sales team will have everything they need in front of them — like they had the conversation yourself.
Working with a call center is also a way to ensure leads aren’t being missed during the after hours and on the weekends. With Serviam, you’re covered 12+ hours a day, 7 days a week — even on holidays. Never worry about missing a prospect due to vacations, staffing gaps, or… life.
Interested in seeing a 25 percent increase in tours and move-ins? Request a demo here.