Stop losing sales by not putting your best foot forward.

You are Sales Pros so I don’t need to tell you how important every second with a prospective customer is.

You’ve probably read or heard about Margaret Wylde’s (http://www.promatura.com/) research: feeling at home is the number one contributor to high resident satisfaction in both independent living and assisted living.

Hmmm … we’re asking people to give up their home and exchange it for community living, aren’t we?

Might it be best to make our prospects feel at home?

Of course.

More from Margaret

“… the first few minutes in a community -- you lose most of your customers in that time period,” Margaret Wylde said at an Argentum conference (https://seniorhousingnews.com/2012/05/17/what-senior-living-residents-want-in-their-own-words/).

My guess is you are probably losing customers in those first few minutes as well by not making them feel as at home as you could.

Oh, you don’t mean to. You have plenty on your plate.

In fact, there is a very good chance you were taught to do this very simple, but important, thing differently.

You worked hard to score a scheduled visit

You worked hard to score a scheduled visit, now put your best foot forward.

Greet your guests at the door with a big smile and a firm handshake.

Just like you greet guests at your house.

Greet my guests at the door? That’s it? That’s going to improve my closing rate?

Yes. That is it.

Review your notes, plan the visit, go to the lobby a few minutes before your prospect is likely to arrive, and greet them.

How will greeting people at the door improve my closing ratio?

Top 4

1) A big smile and a warm greeting are always welcome.

Remember, it is best to assume your guests do not want to be there.

In fact, most are looking for a reason(s) why choosing your community is not a good idea.

Oh, I’m proactive. I looked, wouldn’t work for me … staying put … (whew, glad I don’t have to do anything about that)

A friendly face is disarming.

And, home is a friendly place.

2) Being greeted upon arrival demonstrates to your guests that they are important to you.

Seize every opportunity to genuinely engender this feeling.

In most of our society, older people do not feel important and are not listened to.

Make them feel important and listen with empathy and you will establish a strong bond.

It wasn't at all what I expected, very unusual: she listened to me, really listened. (that felt good)

3) Spare your guests (and yourself) the uncomfortable “waiting at the doctor’s office” experience.

You know what I mean: How long am I going to have to wait? That lady sure looks unhappy, wonder why. Nobody around.

Replace it with, “Hello. I’m ________. You must be Mrs. Harris. I’ve been looking forward to meeting you. Can I make you a cup of coffee or tea?”

[If you are using a clipboard and a form for any guests – expected or unexpected – stop now, just stop.]

4) Your concierge – Captain of the Control Tower and Chief Morale Officer in most communities – will thank you for taking something off their list.

In fact, introducing your prospect to your concierge would be a great way to get a visit off to a positive start.

“Mrs. Harris, I’d like you to meet Tim. Want to know what the movie will be on Tuesday or when the volunteers are heading over to the elementary school? Tim is your man.”

Real life interrupts

Now, we all know you won’t be able to greet your prospects every time. Real life interrupts.

But try it with your next scheduled visit.

You’ll set a different tone, the tone you want to set.


[Credit where credit is due. I've had the good fortune of working with some of the world's most effective salespeople. One of them may have come up with this idea or Margaret may have mentioned it somewhere. If so, thank you for the idea. One thing is certain: it works.]

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