The word “etiquette” gets a bad rap. For one thing, it sounds stodgy and pretentious but courtesy and manners are still essential in business and are a key to business success. Where one acquires knowledge of business etiquette is a challenge because it’s rarely included in a college course called Business Etiquette 101. So if …
The automobile industry certainly offers a wide range of examples of customer relationship experiences. In my opinion, while they seem to be trying to improve the customer experience, there is still a lot of room for improvement. Looking at other industries is of value for those of us in senior housing because we also strive …
I continue to marvel at the cruise industry’s ability to attract and accommodate thousands of passengers and some interesting tips can be gleaned for senior living operators. Whether it’s marketing, customer service, hospitality, entertainment or activities, looking at the cruise industry can offer a wealth of inspiration. For a start, let’s look at some of …
What the Cruise Industry Practices and Senior Housing Can Emulate Read More »
If you compare senior living communities’ websites and brochures they seem so similar especially in their use of the words “luxury” and the phrase “resort-style living”. How do you differentiate an assisted living, memory care or life plan community from the competitors in your marketplace when these types of words are overused or misused? First, …
Eight Ways to Convey Your Community’s Personality Read More »
We find many senior living communities, in trying to control marketing costs, assign a variety of marketing and communications tasks to their sales and marketing team members. Sales people of life plan and assisted living communities can be found designing E-blasts for a database, planning events, posting to Facebook and trying to find resources for …
Successful Sales Means Using Sales People for What They Do Best – Selling Read More »
Recently someone brought to my attention an email they received from a life plan community. They were emailed attachments for 10 floorplans, a layout of the community center, a price list of all residences, and about nine more attachments. Our humorous response in addition to disbelief was, “What” Where’s the kitchen sink?”. Seriously, a senior …
The recent nationally televised error at the 89th Academy Awards was a lesson in crisis communications. There are many take-aways from the unfortunate scene that unfolded when Warren Beatty, a presenter of the award, was given the wrong envelope. Since probably you either were watching the event unfold or have read about it many times; …
Best Crisis Communications Starts with Preparation Read More »
A senior living community’s activity calendar speaks volumes about the community. Whether the community is a life plan (CCRC), assisted living or memory care community, typically each has a monthly calendar of events showing what is available at the community each day. Assembled by the community’s social or activity department, the monthly calendar illustrates the …
Appealing to Adult Children Key to Senior Living Community Decision Read More »
