Honored to have a guest post on the A Place For Mom Blog that details some of the techniques we teach our senior living clients about personalizing tours for prospective residents. Personalization is a simple step that helps you create customer delight and show off your service culture. Here’s the article:
Personalization: The Key to Differentiation
– Special contribution by Donna Cutting, the Founder & CEO of Red-Carpet Learning Systems –
While opportunity in senior living has never been better; the competition has never been greater. Your prospective residents are much more informed and typically visit many communities before selecting their new home.
How do you ensure that the tour you give your prospects is the one that stays on their mind? Personalization is the key!
The old cookie cutter tour that comes complete with a monologue about your “unique” features and a coffee mug with your company name on it is no longer enough. It costs an average of $900.00 marketing dollars to generate one tour, so make each one worth your while by personalizing to your prospect. Here are a few ideas to get you started:
About the Author: Donna Cutting, CSP is the Founder and CEO of Red-Carpet Learning Systems, Inc., a team of customer service experts that provide training and tools to help organizational leaders engage their team to deliver world class customer service. She and her team work with service professionals in senior living companies; those who provide service to senior living companies; hospitality and entertainment organizations; banks and credit unions to create a customer service culture. She can be reached at 800-519-0434 or via email at Donna@RedCarpetLearning.com.