With a growing number of seniors looking for safe and comfortable communities to live, 100% occupancy would seem easily attainable, right? On the contrary, many factors play a part in determining the ultimate place an individual decides to reside.
A website, Where You Live Matters says, “People over age 65 want turnkey solutions to help them travel, visit family and pursue their interests, and they’re finding those answers in the senior living lifestyle.” Do a quick search on Google for senior living and you’ll see there is a community on many corners in every neighborhood. All of the options may leave too many openings in your community, and it might be time to reevaluate.
What can make all the difference? Response time.
When a lead inquires about your community, responding quickly is a win all on its own for the competency of your customer service acumen and reputation of your company.
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.”
But speedy response times aren’t always possible with an overworked staff and a lack of consistent procedure. Most communities are lucky to respond to a lead within 24 hours. That’s where a quality contact center comes in.
Julie Kerr, Senior Director of Contact Center Services at Serviam stresses that “the longer it takes to contact a lead, the less likely you are to get their business.”
With our thoughtfully-designed process, Serviam’s Contact Center employs Advocates to respond to each community inquiry within five minutes. Swift action combined with a team trained in caring customer service is a gamechanger in growing your occupancy percentages.
We dig deep, using our soft skills and emotional intelligence to guide your leads to the best solution for their lifestyle. We also take things like the Iceberg Model seriously. Harappa says, “A company’s corporate brand, values, and behaviors are visible to all. But like an iceberg, organizations are also driven by often unseen behaviors, and leaders have to go beyond visible factors such as turnover rates and disengaged staff.”
The people at the front desk can be the ones who make or break a person’s entire decision about a company. That said, a Serviam Advocate is the first voice on the phone when a lead is looking for information, and we want that initial interaction to be extremely positive and helpful. It’s important because people will remember and form an immediate impression.
Serviam is proud of our diverse and engaging Advocate team. Many have healthcare and social services backgrounds and are highly-trained in helping people during a sensitive time. Being able to thoroughly answer questions, calmly address concerns, and offer a compassionate experience keeps your community top of mind. In an age where options are everywhere, empathetic service is a place to shine.
And seniors are doing their research. The website, Where You Live Matters advises individuals and families to educate themselves on the different residences available. “Before you head out to visit senior living communities, create your Wish List. Think about those items that are must-haves and those that are things you hope to find in a community.”
Not only are seniors checking things out, they’re exploring the internet in droves. According to moving specialists, Moves For Seniors, “73% of seniors use Facebook to communicate with out of town relatives or with friends that do not live locally” and “seniors ranging from 55 to 78 showed an improved cognitive function – just from using the Web on a daily basis!”
The golden years are a special time and finding a place that will bring the most happiness and fulfillment is a privilege for the community a senior chooses…and a basic human right for an individual. Our contact center listens to each person’s needs, constructing a customized plan that will benefit them long-term. From communities with social activities to pet therapy to access to nature, we want to help your leads find what they need for both their physical and emotional wellness.
The Serviam method has proven increased occupancy up to a 17% bump in average yearly move-ins, plus, adds hours back on your calendar to attend to your community’s day-to-day agenda.
We love what we do. We love seniors and making them feel right at home in your community. If your occupancy levels are lagging and you aren’t gaining the conversions you need, Serviam can help. Let us know how we can strategize for your business and set you up for success for years to come.