Tips from Traci: Top Ten Quick Tips for a Successful Community Visit

I recently did a SWOT for a client of Bild.  A SWOT entails analyzing current sales strategies, data base use, conversions and growth opportunities.  It also includes competitive mystery shop analysis.  I visited seventeen communities in the greater Seattle area and very few offered me memorable experiences.  I left feeling deflated, unimportant and unheard.  These few simple tips are a sure way to impress your customer whether they are a walk in or a pre-scheduled appointments.   1)     Be friendly!  – At one particular community I visited, I asked the receptionist if someone could offer me some information regarding their community for my grandparents.  The receptionist’s response was “maybe”.  He meant it in all seriousness as he attempted calling multiple people on the sales team.  He didn’t make eye contact with me while responding and never once smiled at me.  Your receptionist is the face of your community.  If they’re not friendly, chances are my perception will be that your community is not very friendly either.   2)     Offer a beverage- only once out of my seventeen visits was I offered something to drink while I waited for a member of the sales team.  Families are often nervous about venturing out to consider senior housing for a loved one.  Make them as comfortable as possible. 3)     Use first names- In two of my visits, I was asked my name multiple times because the sale person could not remember it.  In multiple other communities, my name wasn’t asked until the end of the visit.  It left me feeling like I was a number amidst many other numbers.  Challenge yourself to use the prospect and the contacts name three times during every tour and see what happens! 4)     Personalize- Only in three communities was I asked more than one question prior to beginning the tour.  The most disappointing part was that my answers didn’t seem to change the sales presentation whatsoever.  In one particular community, I stated that food was important to me because my grandmother had not eaten well since my grandfather passed away.  The least amount of time during the visit was spent on the dining experience and I was never asked what she enjoys eating.  The details matter. 5)     Introduce Staff Members- every person in your building has a story to tell.  If you come across a staff member, introduce them to the family.  Guide your staff to have their 30 second commercial prepared so they can make an impact and show families the exemplary level of customer service you provide. 

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