FRESH
IDEAS For the Marketing Calendar
--The
Warm Up Before the Tour
Remarks by Scott MacLean
Your
goal is to set them at ease.
Unfortunately, many people are a little fearful of what they perceive as
“the sales pitch”. Try to get their guard down and develop a comfort
level before touring. Find
a nice cozy semi-private place to
sit and chat. I suggest something like a sun room or a private
dining room.
Ask
how you may be of help to them today and begin probing to find out what
the problems and needs of the prospective resident are.
If you have spoken to them by phone already, review with them
what conversations have taken place and what you understand the
situation to be. Tell them
your goal is to help them determine what is "best" for them.
We may not be the "best" for them.
In order to best help them, you need to learn about their needs
and desires first.
Take
notes,
asking permission first. This
Ask a few key questions
and listen intently for clues. This
allows you to find out needs
and preferences that you will later key in on during your presentation.
"Why
are you considering making a change at this time?"
"What
other options have you or are you considering?"
"What
are some of the things that you are looking for in a retirement
community?"
"How
soon were you looking to make a move?"
"What
other places have you visited so far?
What did you like/dislike?"
Give
brief overview of the philosophy of service, what it is and what it
is not, and why you believe in it.
Some people, especially business people, will be in a hurry and may not wish to sit down and get "cozy". Don't fret. You can warm up as you go.
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