The LIFT l May 2021

MAY 2021 //

SENIOR LIFESTYLE IS HIGHEST RANKED IN CUSTOMER SATISFACTION with Assisted Living/ Memory Care Communities Tied in 2020. For J.D. Power 2020 award information, visit jdpower.com/awards

WE RISE AND SUCCEED TOGETHER.

In this edition – Discovery, Your Key Differentiator Social Media: A Look Back at April

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DISCOVERY,

YOUR KEY DIFFERENTIATOR As you shift to the new normal and communities open back up, some of you are assessing where you currently stand with your occupancy numbers. You might be feeling underwhelmed by those numbers due to the loss of residents.

It’s during times like this when you may want to jump up and down waving your arms like an inflatable waving air tube dancer, shoot fireworks off the roof of your community or throw incentives at customers to gain their attention as you strive for more move-ins.

Instead, try this. Take a deep breath, hold it for the count of four and let it out for the count of eight. Feel better?

Proven Ways to Gain Attention.

There are more effective ways to increase occupancy. Try going back to basics and hone a key skill that is incredibly impactful – discovery.

Research an investor group conducted recently led them to say, “It seems as though something as fundamental as discovery can be a differentiator in most markets.”

Instead of stressing out trying to create the next new thing to win customers over, dive into conducting more effective discovery to really get to know the customer and their needs while developing the relationship.

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You can quickly level up your discovery skill set by using the Tell Me More and Go to the No Technique. Ask a question on the Inquiry Tool and follow up the initial question with “tell me more” questions like, tell me more about that situation, walk me through that, or what does that look like?

Get the Full Story.

When you get to the point where it seems like the customer is dwindling down on their answers, ask, “Is there anything else?” Likely they will respond no, and you will have gotten the entire story.

By performing this simple pattern with every question listed on the Inquiry Tool, you are assured of gaining the full story from the customer and connecting with them in a greater way than ever before.

Greater connections lead to a greater number of move-ins because people buy from those they trust, and trust is built from leading great discovery.

To understand more fully the Tell Me More and Go to the No Technique, watch this video:

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Social Media. A look back at April 2021.

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OVERALL ENGAGEMENT RATE:

communities had equal to or higher engagement rate on their individual page - down from 45 communities in March 2021.

These communities had an average of

1-11 posts per week

11.1%

amounting to twice per day or once per week for a consistent presence, but not overload.

THE ENGAGEMENT RATE INCREASED FROM MARCH 2021 BY

2.3%

IDEAL SUBMISSIONS:

1–2 3–4 TIMES PER DAY IS PREFERRED

TIMES PER WEEK

3 TIMES PER DAY MAX AND ONLY IF NECESSARY 4

REFLECTIONS

had an engagement rate of

ADDINGTON PLACE OF MEYERLAND had a post with

80.7%

23.6%

the highest engagement rate for an individual page during the month of April.

SEASONS had a post with

1,078

video views featuring a dance party Friday video.

Initiating a dance party Friday is a great way to start building out a consistent calendar. Teams can anticipate social needs, plan for them in advance and submit to GVD for scheduling ahead of time. Caption was 71 characters, including spaces – a great length.

engagement featuring photos of their first

event since restrictions due to COVID-19 began and highlighting event partners.

There’s a lot of love going around for dance party Friday! We love you!

8.8%

Overall posts published were up compared to March 2021. As restrictions continue to lift and people become more comfortable interacting with others in person, there will be more opportunities to submit posts to GVD to post on Facebook.

Overall Facebook page likes were up compared to March 2021.

1.4% 5

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