Good relationships are built on a few common tenets:
- Invest the time and energy into getting to know each other
- Care about the person’s wants, needs, and perspective
- Make them feel special
In business, the same themes apply, particularly in senior living. We know that those who build the best relationships win in sales. Creating customer bonds and loyalty will keep your occupancy healthy and thriving.
Forbes article, How to Build Lasting Customer Relationships, states, “Not all of your communication should be about your company trying to sell something.” Creating a personal experience in which your customers feel valued goes a long way because people remember how your business made them feel.
And when that’s a positive feeling or memory, you foster satisfaction, trust, and devoted customers.
That’s why Customer Relationship Management is so important. But more so, the right kind of Customer Relationship Management.
Customer loyalty is declining for all kinds of companies out there. That’s because the customer experience can be the one thing that is the deciding factor, even above a stellar community.
People want to be treated right and know their loved one will be treated like family when they move in.
A study conducted by Verint® Systems Inc., found that “two-thirds of consumers surveyed said they are more likely to switch to the competitor that provides the best customer service or experience.”
Another study stating that consumer shopping behaviors have changed as recently as 2021 found “there are even more intangible factors that ranked higher than price and have a significant impact on customer loyalty, including positive shopping experience and trust.”
It’s no longer an option to lack in excellent customer service for your leads. It could determine whether or not your business can survive.
We know your team is amazing and that you have seniors’ best interests at heart, but an ineffective CRM can derail all your good intentions.
You’re busy going back and forth between software systems – and relationships are getting dropped.
You’re out on a home visit and can’t enter in important relationship details until you’re back at your desk.
With today’s consumer climate, your team needs the most efficient, people-friendly CRM that meets and exceeds your sales goals.
What Does a CRM Look Like for Senior Living?
Our business is making a happy, safe, and meaningful life for seniors. That’s why a CRM must be top on the list of priorities. How seniors feel about your community comes from interactions and the gut feelings they derive from them.
Not all CRMs yield the same results. Some may be exceptional in one area, yet lack modernization in another. Some may not work on mobile for salespeople and cause hours of frustration. Many CRMs aren’t equipped to be comprehensive tools that can keep up with the needs of the market—and why many senior living communities are struggling to understand why they can’t reach their move-in goals.
One thing is abundantly clear – occupancy drives everything, and relationships drive occupancy. Look for a CRM with these qualities:
- Senior living specific CRM
- Excellent communication tools for your sales teams
- Manage your relationships in one place
- Reporting and Dashboards
- Mobile friendly capabilities
- Workflow automation
- Customer service support
- Third-party integration
Ready to do relationships better?
VIA is a modern CRM for the new world of senior living sales. Our software is designed to help your sales team do relationships better.
SVP of Operations at Bickford Senior Living, Shannon Riberdy, says, “VIA keeps Bickford’s sales team in sync from day-to-day operations to seeing the big picture in our communities. Having everything in one place gives us the time back to excel at our jobs, have better relationships with our leads, and meet our sales goals.”
Need to improve your CRM? Serviam Care Network takes customer care to the highest level. To see the software in action, schedule a demo today.
