Category: Fresh Perspectives

Today’s blog is a guest post by Michael Whitlow, MBA, senior regional manager, sales & marketing services division at Greystone Communities, on giving virtual tours. Previous to his time at Greystone, Michael worked in a broad range of related industries, including pharmaceutical, senior living and home health.

I’d like to share some tips on giving virtual tours that started with a webinar I gave.

A little background: When the situation with COVID-19 started, our company very quickly began to do Zoom calls, and everyone said, “We need to ask your sales teams to do virtual tours because of the restrictions at communities.” But what’s worse than doing a virtual tour? Doing a bad one. That’s where the idea for the webinar began.

The reason it’s critical to pay attention to the virtual medium is that, based on statistics I’ve heard, about half of senior living communities are not doing any virtual events or touring. This opens this area up for those who are doing them to get ahead of the game.

Statistics also show that 80% of communities that are doing virtual events are not doing them well. There’s a big opportunity to stand out from the competition by doing excellent virtual tours.

These tips and talking points might seem silly, but following them really makes for a better experience. You have to pay attention to the small things. Here are some tips for a successful virtual tour:

• Get buy-in to the tour beforehand
  • Be a resource: If the person expresses nervousness about using technology, it gives you the opportunity to say, “Let me teach you how to do this. I’ll be glad to walk you through it so you can use it with your family and friends.” That way, you’re being of value and are a trusted resource.
  • Show empathy: You can say, “Hey, I’d love for you to see me and me to see you and show you our community.” Be friendly and empathetic.

• Use FaceTime for ease of use and connection with your prospect (assuming both have Apple devices) If not, click here for a list of suggestions:

• Invest in a stand and Steadicam attachment
  • Test out the best ways to use the camera.
  • Film from above.
  • Don’t stand in front of a light source.
  • Don’t put the camera too close to your face.
  • Look at the camera, not your picture.

• Have a plan
  • Create an outline — it’s easy to get lost when standing in front of the lights.
  • Plan and trial run the tour route.
  • Keep handy a FAQ sheet and information on features and benefits.
  • You never want to walk away from the camera to get your notes; have them close by.
  • Role-play a live tour first

• It’s time to shine!
  • “Sit, tour, sit” still applies, but location may vary.
  • When not touring, secure your camera. (Use a tri-pod, prop it up with books, etc. You don’t want a lot of movement so the person watching loses focus.)
  • While touring, stick with one view.
  • Keep the camera facing away from you.
  • Slow down: Pause for 3–5 seconds before moving to a new view.
  • Be smooth.

• Postproduction
  • Blend “new school” with “old school.”
    • Handwritten letters as a follow-up are really welcomed right now.
  • Don’t forget the process: “sales cycle.”
    • You aren’t just doing a fun little tour; you are moving people through the same sales process you normally would. This is a selling tool, not “I’m going to show you something fun and then let you go.”
  • If it’s not in the CRM, it didn’t happen!
    • Virtual tours need to be part of our new normal. Like any part of the sales cycle, the tour should go right into the CRM, with a full write-up.

• Tips during the discussion
  • Avoid showing residents. Prospects want to see public spaces and apartments.
  • How long? Ask the people up front if they have 15–20 minutes for the tour.
  • Prepare a video you can share separately.
  • If you’re working from home, it’s still good to have a video discussion. You could have somebody in the community take footage and share it with you.

• Results
  • In a short period of time, people are getting strong results. Two of the communities I work with took a deposit after a virtual tour last week.

• What’s next?
  • Whoever starts to deal with the current environment really well right now is going to have an advantage. Virtual tours are a great selling tool that you can continue to use even after coronavirus. Here are some things your community can do to stay ahead:
    • Make sure you have a Steadicam ready to go.
    • Train all employees to do virtual tours.
    • Bring a family member who lives far away into the decision process by including them in a virtual tour with the prospect.
    • Find new applications for virtual technology:
      • Use it to communicate with your vendors.
      • Give virtual tours of your community over lunch hours to busy social workers, nurses and physicians.

Remember: The more tools you have for selling, the better. Again, since only half of communities are using virtual events, and only 20% of those are doing them well, this is your opportunity to get out in front of your competition. Take advantage of it.

About Greystone

Greystone has been a recognized leader in senior living consulting for over 35 years. The organization works with more than 500 owners and sponsors in more than 46 states and manages 50+ communities. Learn more about Greystone.

Today, Stacy Hollinger Main, a partner and interior designer at RLPS Architects, is sharing a guest post on the latest trends in senior living design. RLPS is an award-winning firm located in Lancaster, Pennsylvania, that specializes in architecture and interior design for a variety of industries, including senior living, assisted living and dementia/memory care. Stacy has 28 years of design experience and has spent 21 of those years designing senior living communities at RLPS.

Here are some of the design trends I’m seeing in the senior living space right now:

Healthy design materials

During this time of the coronavirus crisis, it’s more important than ever to use products that safely combat the spread of bacteria in materials for flooring, door hardware, seating, etc. When we select products for our clients’ communities, we not only make sure that they can be easily maintained and cleaned, but that they include materials that aren’t harmful to people or the environment. One example is copper, a naturally self-sanitizing material that can be used in bed rails, door and cabinet hardware and other high-touch surfaces as a healthy alternative to harmful chemicals.

Flexible dining spaces

When we do renovations, we’re focused on flexibility. One trend is creating a bar that can be used as a breakfast spot in the morning, a smoothie bar midday (where residents can come after exercising) and a bar that can be used for happy hour or pre-dining gatherings in the evening.

In terms of seating, booths or banquettes are appealing because people feel they have their own zone. We can create intimate spaces with the appeal of a restaurant for a variety of seating and tables, rather than a sea of furniture that is all the same.

Region-specific design

Communities don’t want to look or feel like Anywhere, USA. They want to reinforce their brand and create spaces that feel relevant and resonate with seniors in their market area. We look at every aspect of our work to make sure that it reflects the vernacular design of the area. For instance, the artwork has to be authentic to the region. For a community we are working with in Florida, that means if we specify artwork featuring birds, they are indigenous to the west coast of Florida — not birds you might find in North Carolina. The designs we do for communities in Lancaster, Pennsylvania, aren’t going to look like the ones we’re doing in New Hampshire or Florida.

Holistic amenities

Another huge trend is pushing the limits on amenities. Instead of just a salon where you can get your hair done, clients want to see spaces that convey a multidimensional, holistic approach to wellness in every aspect of the environment.

Multiuse spaces

Spaces need to be very flexible — it’s important to get three or four uses out of them. For example, we created a theater room for a local community. The community doesn’t just use it for movie night; it uses it as a space to interact with other communities (playing competitive Wii bowling against each other), and it sets up equally well as a space for lectures and presentations.

Technology

With the rise of smart homes and intelligent design, the use of technology in senior living is already a major trend. I see technology being incorporated more and more into all levels of care. From an interior design perspective, that means making sure we’ve addressed how people can easily and comfortably connect to technology within their living spaces. Technology also provides opportunities for interactive artwork or screen savers for aesthetic appeal when a screen is not in use.

Look for another blog about Stacy Hollinger Main’s design work coming soon.

To learn more about the way RLPS interior designers work with you to create appealing spaces with lasting value, visit their website.

As COVID-19 continues to impact senior living, we held another virtual roundtable to see what sales & marketing tactics are working now — and what will change at communities after restrictions are lifted. Check out the highlights below.

All are welcome to attend our sales & marketing roundtable next week. Details below.

Join the next sales & marketing roundtable on April 30!

We thank everyone for participating, and we invite you to join the next session, Thursday, April 30, at noon ET.

Kim Lehman, Varsity’s PR director, will join us for part of the session to share tips and trends on PR/crisis communications.

You don’t have to be a client to join the session — all are welcome. For call-in information, email DDunham@VarsityBranding.com.

Response to our COVID-19 conversations continues to be enthusiastic, so we held Sales & Marketing Roundtable #3 last week. For those who weren’t able to make it,  the high points are below.

We’re gathering for our next virtual discussion this week, and all are invited to attend.

Join the next roundtable on April 16!

We thank everyone for participating, and we invite you to join the next session on Thursday, April 16, at noon ET, for a sales & marketing discussion.

You don’t have to be a client to join the conversation — all are welcome. For call-in information, email DDunham@VarsityBranding.com.

When was the last time you experienced truly exceptional customer service? I pondered this question when I recently pursued the somewhat aggravating task of purchasing a new car. As much as I anxiously anticipated the thrill of “new car smell,” I recognized that the sales process might be far from enjoyable. Based on past experience, it was evident that choosing the right dealership(s) was key to elevating my overall customer satisfaction.

As I found myself returning to the group of car dealerships that had exceeded my expectations for the past 15 years, I reflected on what this organization does that exhibits the optimum service model. I came back to five points:

1. Consistent processes, values and branding: The dealerships under the same umbrella, regardless of the actual “brand” of car I’m considering purchasing, maintain an ongoing relationship with me. They have established records of my buying history.
2. Anticipation of the customer’s needs: The dealers keep me informed of promotions and cars I might want to purchase and/or lease even before I’m actually ready AND are prepared with background of my likes and dislikes when I actually arrive at the lot.
3. White glove service: The dealers show care and attention to every detail of my needs, from purchase through all stages of the relationship. This includes: follow-up calls to see if everything is going well; calls from various team members to help me, even when they’re on vacation; referrals to the right people to help me with specific questions, such as a technology walk-through (not just being told to read the manual); the ability to come into any of the dealerships at any time with any concerns about the car after purchase (regardless of whether there is a service appointment); immediate service as soon as I walk in the door with no lag time; bumping up the time when my car is ready even though I didn’t ask.
4. “Servanthood” in action: A true atmosphere of service is shown at every level, regardless of role, and there is accountability. Team members, through their words and actions, set aside self-serving behaviors in favor of serving others — they serve both their colleagues and peers, as well as the customer.
5. Honest communication: The team members are transparent in their communications. Nothing is hidden, and it isn’t just for their own benefit, but for mine as well. When I recently bought my new car, I wasn’t “surprised” by anything before, during or after the deal, even when I turned in my previous car.

It occurred to me that these practices are not only lived by Varsity but are integral to the strategies we develop and employ for our clients as well. When consistently implemented, customers are pleased, the team feels good about its accomplishments, and the workplace thrives with a culture of helpfulness. The ultimate reward is that both the people and the organization are better for it in morale, revenue, image, brand and more…and don’t we all need a little dose of BETTER these days? I’m happy I was a recent recipient, with the added bonus of a shiny new car! 😊

As the clock ticks down to 2020, we look back on another exciting year for the Varsity blog! Here’s a countdown of our five most popular posts for 2019. It’s a grab bag of hot-button topics, from groundbreaking wellness ideas to intergenerational brainstorms.

5. 18-year-old Jumps Into Life at Senior Community

In this interview with out-of-the-box thinker Rosemary Ramsey, she reveals her inspiration for The Victory Lap, a one-of-a-kind program that pairs youth aging out of foster care with senior communities. Read about an intergenerational program that could change senior living.

4. Overheard at LeadingAge TN: What if…

Our VP of Client Services Derek Dunham takes us inside the “what-if” moments of the 2019 LeadingAge TN Annual Meeting & EXPO. Explore “what-if” moments.

3. Disruption in Senior living — Opportunity or Threat?

From shrinking staff to the growing middle market, Derek Dunham disrupts our world with the highlights of the 2019 PAHSA conference. Get disrupted.   

2. 10 Leadership Secrets From LeadingAge PA

This series chronicles the year-long journey of LeadingAge PA’s Fellows in Leadership program. In this post, Brian Mailliard and Sakkara El share what they’ve learned at the halfway mark of their adventure. Learn the secrets of leading well.

1. When It Comes to Wellness, Nothing’s off the Table

Our most-read post of the year was a fascinating conversation between Becky Anhorn, the inspirational wellness director at Meadowood Senior Living, and Rob Smith, Varsity’s creative director. Read about a groundbreaking approach to wellness.

That’s our countdown of top posts for 2019! Stay tuned for more fresh content in 2020, and please contact us if you’d like to do a guest post or be interviewed for an upcoming blog.

I was fortunate to attend the LeadingAge PA Fellows in Leadership graduation ceremony in Allentown, PA. I came away with some serious leadership envy. It was obvious that during this year-long program, the group had become extremely tight knit and the Fellows had grown very comfortable around one another. You could tell they really appreciated being able to bounce ideas off their new network of peers and having very supportive and approachable leaders within each group.

At one point, there was an exercise where people went around the room and commented on each other’s strengths. They gave thoughtful and sincere answers and you could tell that their words were from the heart.

The sentiments shared at the larger meeting were echoed by two people I spoke with in more depth: Diane Burfeindt, Vice President of Population Health at Presbyterian Senior Living, a coach, and Brian Mailliard, CFO at St. Paul’s Senior Living Community, a Fellow. Both were part of the same small group.

As we discussed the year-long journey, the two remembered back to the first day. At first, Brian was hesitant to try the program. He didn’t know what to expect. “My hesitation went away – day one – minutes into the first session,” he said. “The program changed my whole approach to leadership.”

During the year the group was together, Diane found it interesting that many participants underwent changes and growth in their responsibilities and titles. “Change can be scary, even if it’s a positive thing,” she said.  “Luckily, they had the group to fall back on. Typically, you don’t have people to talk to about work. This was a safe place where people could talk about their challenges.”

Brian seconded that thought. “Before when I would have a difficult situation or tough conversation at work, I felt like I was out on an island — who could I ever talk to that had that experience? Now that we’ve gone through this program, we can pick up the phone and call someone.”

The group plans to keep on being that support system for one another through phone calls and meetings. “One of the most important parts of the leadership academy is what happens after it’s over,” Diane said.

Both Diane and Brian agreed that leadership isn’t a destination, it’s a lifelong journey.

“It continues to remind me every year – leadership is a process and you’re never done,” Diane said. “It’s growth and a part of life – it’s not separate from your personal life. If you think you know it all as a person, then you sort of stagnate. It’s nice to be with the Fellows and the class and get out of your daily routine and remind yourself of that.”

“This program is only one tool,” Brian added. “The biggest realization is that you’ve got to always be working at leadership. Whether it’s reading or conferences or signing up for specific programs — if you don’t make it an intentional part of your career then you’re going to get caught up in the day to day and put it off.”

One of the most fascinating components of the program was the final project each Fellow had to present. Brian completed his on a program called Share Care, an innovative housing solution for low-income seniors. Stay tuned for more details in a guest post from Brian.

Today’s blog is contributed by Kim Lehman, Varsity’s PR Strategist. Kim has more than 25 years of experience developing and implementing public relations campaigns for a diverse roster of clients, including the U.S. Department of Homeland Security, the Ad Council, The Coca-Cola Company, Kohl’s, Johnson & Johnson, Messiah Lifeways, Presby’s Inspired Life and many more.

Kim has placed stories for her clients with top-tier and trade outlets, including Today, Good Morning America, Real Simple, The New York Times, O —The Oprah Magazine, The Philadelphia Inquirer, Business Journals, WSJ, USA Today, 50Plus Life, McKnight’s and Senior Living News, among others.

Today, I’d like to challenge you to ask yourself an important question: Are you telling your organization’s story? Every organization has a story to tell — you just need to find the most impactful way to package it up and deliver it to a broader audience.

Here are some time-tested tips and strategies that have proven effective in telling the stories of my clients’ communities.

Tip 1: Contact the media when you don’t have anything to announce
It’s so important to build relationships with the industry and your local journalists so that when you do need to make an announcement or handle a crisis, you have already made a connection. It can be as easy as sending a quick email or making a phone call to introduce yourself as a resource for future stories.

Tip 2: Know the reporters that cover your market
Learn who covers senior living, then read their articles and follow them on social media. Drop the person a note and say, “I found your article about (TOPIC) interesting because…”  Take it a step forward and share his or her article on your social media channels. Everyone likes a good share!

Tip 3: Attend conferences
Many times, industry journalists are open to learning more about your organization. Book 15-minute one-on-one interviews with these reporters and offer something of value or uniqueness to them. It’s a great way to start building relationships.

Tip 4: Think local
Everyone wants stories in large dailies, but the hyper-local papers are just as important and most often are looking for content.

Tip 5: Spotlight the people that make your community unique
The residents and staff who live and work in your community are what make you truly different. Think about how you can highlight their special qualities in feature stories. Tell these stories through traditional media outlets and share them on your social media channels.

Tip 6: Tap into teachable moments
Look at events that happen throughout the year, such as Older Americans Month in May. Create an editorial calendar to make sure you don’t miss out on times of the year to pitch a story about your community.

Tip 7: Always ask, “What’s the visual?”
If you want coverage for an event, you have to think about what’s going to be visually interesting about it, especially if you want local TV stations to attend your event. Most newspapers and magazines are online too, so think about what the visual is for them, as well. They, too, are looking for video content and photography that can bring a story to life, be shareable and get clicks.

Tip 8: Connect with local universities
If you don’t have money in your budget to hire a professional photographer or videographer, communications departments can connect you with students looking to gain experience.

Tip 9: Think intergenerational
One of our clients hired high school students to help set up residents’ iPads and their mobile phones, download apps, etc. Bringing older adults and high school students together made for a great story!

Tip 10. Have a crisis plan
If there’s any type of incident at your community, it’s really important to have a strategic plan with a designated team in place to execute it. Stay tuned for more about this in an upcoming blog post.

Tip 11: Get social
As traditional media continues to downsize, social media is going to be even more important in your overall communications strategy. It’s important to have a cohesive plan among all of your teams and communities.

Tip 12: Position yourself as an expert
Journalists are always looking for unique stories and fresh perspectives that include new data and research findings. Op Ed pieces, proprietary research and participation in polls are all effective ways to position your community as an expert.

Tip 13: Ask, will the audience care?
Put yourself in the reporter’s shoes. You may think something is really interesting, but not everything is newsworthy.

Tip 14: Take advantage of outside expertise
If you are struggling to uncover your story and tell that story in a meaningful way, then look to hire an agency with a PR strategist. They most likely will have existing relationships with the industry media as well as local market outlets that they can leverage on your behalf. They will be able to assist you with crafting key messaging, media training your spokespeople and pitching your stories to media outlets that matter most to your organization.

Tip 15: Have fun!
Telling your community’s story can be fun — whether you’re throwing an event or sharing a story about a resident who skydives. Incorporate these tips and you’ll be on your way to telling your unique story to the broader community.

Coming in a future Varsity blog: I will share my thoughts on crisis PR.

Today I’m talking with Maura Z. Richards, Vice President of Business Development at Wohlsen Construction, a top-ranked construction company specializing in senior living. Prior to her current position, Maura spent more than 15 years working in senior living as a provider and consultant, giving her unique insights into finding solutions that are economically and operationally viable to increase occupancy.

Hello, Maura! Thank you for talking to me today! What do you view as the biggest challenge facing older adults in the middle market?

The affordability of senior living communities. We have not completely solved the middle market product challenges to serve the number of seniors that will need to move to — specifically  — an assisted living or memory care community. Seniors will stay home as long as possible — which more times than not means too late — due to the fact that they do not have enough money to afford a senior living community.

What are some common misconceptions about the middle market?

People get confused when you talk about the middle market. They think middle market housing is affordable, but it’s really not. It’s essentially less costly than a traditional senior community, but it’s still expensive. The middle market community is much smaller in size and has more of a model of two bedrooms sharing a kitchen and bath. This type of living arrangement is not one that a prospect seeks until there is a need.  Having been in senior living for many years, I can share that this is not what you want to hear when a prospect comes through the door. You want prospects to move to a community when they are independent  and not making a need-based decision so that they are content with the move and will take full advantage of the lifestyle a senior living community offers.

What are the biggest barriers to building for the middle market?

Building costs and land cost — with both being high, the financial model is hard to pencil out to be affordable for the middle market. Developers look for sites that are outside urban areas to keep land costs down. However, to make the community pencil out, there typically is less amenity space and an apartment layout in which two individual prospects share a kitchen and bathroom.

What is the biggest competition for middle market housing?

People’s own homes and technology. If people can stay in their home and install smart home technology for less than it costs to move to a senior living community, then they will always choose their own home. They will then wait until there is a need to move to a community. The struggle from a proforma perspective is that the higher the acuity level of the residents, the more staffing the community needs.  With that comes higher entrance fees and monthly fees.

Since studies have found that, by 2029, 54 percent of older adults will not be able to afford private pay senior living, how will the industry as a whole need to change? 

The industry will need to look to partner with other organizations to create a mixed-use development that taps several housing options to share in the cost of the amenity space to bring down the cost of senior living.

What types of organizations would be good partners for senior living?

Maybe there is an option for senior living to partner with intergenerational housing options to form a mixed-use development. For example, many universities need additional student housing yet are faced with high construction costs just like senior living. There could be an opportunity for developers to look at student housing and senior housing to share in amenity and community space to lower the costs for both. This would also allow both populations to take advantage of the educational opportunities.

Do you have any other creative ideas that could benefit the middle market?

Another idea I have thought about from a socialization standpoint is to build senior centers on or next to local public schools to leverage intergenerational opportunities and programs. High schools are being renovated all over the country and facing issues of getting funding passed. Why not look at combining the two? The more our younger population interacts with and understands senior needs, the more we will see solutions to take care of older adults in the future. To get youths to understand seniors, you have to put them together.

At the 2019 LeadingAge Tennessee Conference and EXPO, an entire audience of people sat together quietly, eyes closed, remembering how they felt on the first day of school.

After several minutes, the presenter had them open their eyes and share their feelings. Emotions ranged from fear and excitement to nervousness and anxiety.

Why did presenter Melissa Ward, PT, MS, RAC-CT, Vice President of Clinical and Regulatory Affairs at Functional Pathways, have the audience do this exercise? She wanted to evoke the emotions students and parents feel on the first day of school, which is very similar to the way residents and their loved ones may feel on their first day in a retirement community.

Trying to find your way around an unfamiliar place can be a tremendous adjustment, and the move can be just as stressful for families leaving their loved ones. But there are ways to help the transition go more smoothly, like the techniques described in this recent article in McKnight’s Senior Living. And now, new residents and their families have another powerful resource to draw on: a unique program developed by the Functional Pathways team.

According to Ward, the Transition Concierge Program began as a “what-if” idea about two years ago. “A client community was  struggling with having residents successfully age in place,” Ward said. “New residents came in and weren’t engaged in community life. They weren’t taking advantage of everything available on the campus. This issue was leading to increased risk for falls and residents requiring higher levels of care.”

That’s when the Functional Pathways Team, led by Beth Reigart, Clinical Outcomes Specialist, decided to create the new Transition Concierge Program. This collaborative approach brings together a powerful arsenal of tools, including social services, nursing, therapy, activities, wellness, resident programming, resident support groups, resources for the family, on-campus physician services and more. By making the transition smoother, the program helps residents successfully age in place.

How the Transition Concierge Program Works

When the resident moves in, a Navigation Team conducts in-depth standardized assessments. Then, an Interdisciplinary Team creates a plan of individualized support. Every element is geared toward giving the individual input into his or her own life.

Here are a couple of examples: If a resident has breathing problems, he or she may need a plan that addresses limitations in endurance to make it possible to get to the bistro. If a resident has low vision, apartment modifications or a plan to get and read mail may be needed. Every resident adjusts to resident living at a different rate, according to Ward. The program was designed to provide services and support that fit each individual’s unique needs.

More Than Just a Real Estate Transaction

The Functional Pathways team believes that moving into an independent living community should be “more than just a real estate transaction.” It’s fostering a true continuum of care through this innovative service.

New residents may still face those first-day-of-school jitters. Fortunately, this innovative collaboration helps ease the transition so they can find passion and purpose in their new environment.

How is your community helping resident transitions go more smoothly? Let me know at DDunham@VarsityBranding.com. I’d love to feature your strategies in an upcoming blog post.