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In our recent Sales and Marketing Roundtable, experts Onawa Gigliotti and Samantha Adler from SEA Conflict Consulting illuminated how conflict, while inevitable, can foster innovation and stronger teamwork, especially in senior living sales. Their strategies focus on building communication and trust to improve team dynamics.

They shared fresh perspectives on mediation and conflict resolution, highlighting the power of open-ended questions and cultural awareness. These techniques help transform disputes into opportunities for creative solutions and enhanced collaboration, promoting a positive and cohesive work environment.

UNPACKING MEDIATION, DEESCALATION, AND CONFLICT RESOLUTION

Understanding the unique roles of mediation, deescalation, and conflict resolution is essential for fostering effective communication and lasting solutions. Mediation focuses on facilitative dialogue, deescalation addresses immediate tension, and conflict resolution tackles core disagreements, each promoting proactive conflict management.

EMBRACING OPEN-ENDED QUESTIONS FOR EFFECTIVE COMMUNICATION

Utilizing open-ended questions in conflict and negotiation settings invites comprehensive dialogue. Techniques such as “Tell me more” and active listening help clarify issues. These open-ended techniques foster mutual understanding, transforming potentially negative interactions into constructive exchanges.

CULTURAL AWARENESS IN MEDIATION ENHANCES UNDERSTANDING

Acknowledging cultural differences is crucial in mediation. By remaining open-minded and using broad questions, mediators can avoid misinterpretations and ensure respectful, inclusive dialogues. This approach helps address systemic issues like classism and racism, fostering effective conflict resolution.

TRANSFORMING CONFLICT INTO OPPORTUNITY

Conflicts, often viewed negatively, can become productive brainstorming opportunities with the right skills and mindset. Emphasizing transparency and openness can turn disagreements into opportunities for innovation and stronger connections, promoting a positive conflict resolution approach.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here. 

On Varsity’s podcast, Roundtable Talk, we had the pleasure of speaking with Dr. Tom Kamber, founder of Older Adults Technology Services (OATS) and Senior Planet, about how he’s helping older adults thrive through digital connection, education, and empowerment.

He discussed the evolution of OATS, the power of community-centered tech education, and how tools like smart homes, AI, and telehealth are reshaping what it means to age well in the digital era.

The following are some fresh perspectives from the conversation. Check out the full episode here. 

WHAT INSPIRED YOU TO CREATE OLDER ADULTS TECHNOLOGY SERVICES (OATS) AND SENIOR PLANET?

I started OATS 20 years ago, 21 years ago now. I’ve been a lifelong social activist. I got approached by an older woman who asked if I would help her learn the internet. And one thing led to another, she used to come to my office on Monday mornings with her breakfast and a napkin, and we would do an hour. I realized there’s kind of an open space here in the nonprofit world. So I started OATS.

WHAT’S THE MOST POPULAR PROGRAM YOU OFFER?

Our number one most popular class is a fitness class. The number one class by a mile is called Morning Stretch. Five days a week, gets like 500 or 600 people. The healthy aging part of this is the socialization of their physical activity, their communication around their health. It’s really unleashed an opportunity for people to think about their health in a social context.

WHAT’S THE BIGGEST MYTH ABOUT OLDER ADULTS AND TECHNOLOGY?

The biggest myth is that people can’t learn. Ageism is one of the last accepted prejudices. Learning technology is like a language, and if you are learning a new language, there’s a time where you’re learning the grammar and the words.  

WHAT POLICY BARRIERS STILL PREVENT OLDER ADULTS FROM GETTING ONLINE?

The big ones are clearly telecommunications reform. We know everybody needs internet. It’s not a luxury anymore. It should be like water and electricity. We also need to empower the service providers. Your veterans care, your library visit, your senior center—it should feel better because of the technology. And third is regulatory protection. Scams, AI misuse, insurance issues—people need protection and better policy.

Larry Carlson is the retired president and CEO of United Methodist Communities. With over 45 years of experience in senior living, Larry is known for pioneering person-directed care, integrating cutting-edge technology, and reimagining dementia care.

On Varsity’s podcast, Roundtable Talk, Larry explored the evolution of senior living, how AI and tech tools have transformed operations and improved staff workflows and why the industry must embrace innovation or risk falling behind.

The following are some fresh perspectives from the conversation. Check out the full episode here. 

WHAT WERE SOME OF THE BIGGEST CHANGES YOU SAW OVER 45 YEARS IN SENIOR LIVING?

Early in my career, senior living pretty much was a watered-down version of a hospital. Nobody had a choice as to when they get up or what they eat or when they were going to get a bath. The biggest change has been around person-directed care. In the early days, people would move in, they would give all their assets, and then the place would take care of them for the rest of their life. And now you have all kinds of financial arrangements and pretty high-end operations and very sophisticated operators too. It’s really respecting the person—who they were, who they want to be, and how they want to spend their time.

WHAT WERE SOME OF THE CHALLENGES TO TECHNOLOGY ADOPTION AT UMC, AND HOW DID YOU OVERCOME THEM?

When I arrived at UMC, we didn’t even own a server, so we really did start from the ground up. One example I can give you is we found a product called VST Alert, which was a falls management device. The staff realized how powerful this tool was going to be. They came back and said, we need more of these. And then they became owners and advocates.

WHAT IS THE HOGEWEYK MODEL AND HOW DID IT INSPIRE AVENDEL?

TheHogeweyk model is really about normalizing life for people who have a dementia diagnosis. And it’s not just for the person who has dementia, but for their families and for the caregivers as well. That means living on more of a family scale. Six or seven people in a household, where you can come together as a family and sit. We became very intent on figuring out what’s the stress that’s causing symptoms, not just treating symptoms. Pain is the number one thing that is underdiagnosed in people with dementia.

WHAT ROLE DOES AIR QUALITY PLAY IN SENIOR LIVING?

Before the pandemic, everybody overlooked it. During the pandemic, we had these reverse HEPA filters that were trying to keep the air separate from room to room so that we weren’t spreading disease. When you really think about it, you’ve got a large population of people in a somewhat small area. So you need to look at your air circulation, how many air changes you’re making, and your filtration and humidity control.

WHAT MESSAGE DO YOU WANT READERS TO TAKE FROM YOUR BOOK, “AVENDEL: REIMAGINING THE DEMENTIA EXPERIENCE”?

That dealing with dementia is not a hopeless situation. That there can be joy in it, and that you can live the life you love, whether that be the family member or the person with the diagnosis.

This week’s Roundtable guest was Jennifer Soha from LCS and featured      a conversation about marketing strategies for senior living communities.

Jennifer explored the unique challenges and opportunities in marketing rental communities versus entrance fee communities. From strategy and positioning to audience engagement, she shared insights that can help shape effective marketing approaches across different senior living models.

“People tell me all the time, ‘I’m afraid I’m giving up my freedom,’” said Jennifer. “But once they experience community life, they realize they’re actually gaining more.” 

FLEXIBILITY MATTERS MORE THAN EVER

Rental communities offer low-risk, month-to-month living with no long-term contracts or massive entrance fees. That kind of flexibility is a huge draw for older adults looking to maintain control over their finances and lifestyle—without being locked in.

AGING IN PLACE ISN’T JUST POSSIBLE—IT’S EXPECTED

With the help of health and wellness navigators, hospice care, and thoughtful support, most residents in rental communities are able to age in place. That means fewer disruptive moves and more continuity in care and comfort.

SKILLED NURSING ISN’T ONE-SIZE-FITS-ALL

 Not all SNFs are created equal, and having one on-site isn’t always the answer. Rental communities help residents navigate the right level of care—whether that’s a highly rated skilled nursing facility or a short-term rehab setting better suited to their needs.

THE NEW NORMAL? MOVING LATER IN LIFE

More and more older adults are waiting until their 90s to move into independent living, and sometimes even delaying assisted living too long. It’s a shift from years past—and a reminder of the importance of planning ahead before options narrow.

COMMUNITY LIVING NEEDS TO BE EXPERIENCED, NOT SOLD 

The best way to overcome fear around senior living is to let prospects see it for themselves. Trial stays, peer connections and firsthand experiences with active residents go a long way in shifting outdated perceptions.

MODERN AMENITIES, PRIME LOCATIONS

Today’s rental communities are newer, centrally located and designed for modern living. With updated fitness spaces, rooftop terraces, movie theaters and walkable access to shopping and culture, they’re built for lifestyle as much as care.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here.

On a recent  episode of Varsity’s Roundtable Talk, we sit down with Terry Farrell, acclaimed actress and sci-fi icon best known for her role as Jadzia Dax on Star Trek: Deep Space Nine and Reggie on Becker. With a career spanning modeling, television, and film, Terry brings a unique perspective on aging, reinvention, and staying grounded in an image-driven industry.

Derek and Terry talk about her approach to aging, her break from acting to raise her son, and why she’s stepping back into the industry. She opens up about embracing authenticity, the influence of Star Trek, and how representation in entertainment is evolving.

The following are some fresh perspectives from the conversation. Check out the full episode here. 

WHAT IS YOUR PERSONAL PHILOSOPHY OR PERSPECTIVE ON AGING WELL?

I think it has a lot to do with your mental attitude about it. I mean, no one’s getting a get out of jail free card from it. It’s just part of the process, right?

WAS THERE A MOMENT IN YOUR ACTING CAREER WHEN AGE STARTED TO FEEL LIKE A FACTOR?

I think right now. I quit my career to be an at-home mom at 40.  But now being 61, and I just got an agent, and coming back into it, I have to remember that I’m not as young on the outside as I feel on the inside.

WHAT ADVICE WOULD YOU GIVE TO YOUNGER ACTORS ABOUT LONGEVITY IN LIFE AND CAREER?

Enjoy each phase you’re in. Movies and television are telling us stories about life and it requires all age groups to tell these stories. You’re never going to run out of parts you can play.

HOW COULD HOLLYWOOD SHOWCASE AGING MORE AUTHENTICALLY?

Hiring actors that haven’t had cosmetic surgery or are willing to look natural. If [studios] are demanding women to be ageless, then women become more paranoid about trying to be ageless.

WHAT DO YOU WISH YOU COULD HAVE TOLD YOUR YOUNGER SELF?

That I have enough. That I am enough. I’m whole just the way I am. I can stop being a chameleon.

Kiera DesChamps is a transformational sales leader, educator and strategic consultant for WellRive, a full-service move management company specializing in relocations and downsizing for older adults, including those transitioning to senior living communities. She’s was also a recent presenter in Varsity’s weekly Roundtable gathering. 

Kiera discussed what prospects are thinking as they’re driving home from a tour of your community and how communities can do more to help prospects accelerate the decision-making process and manage their senior living transition. 

Here’s a look at some lessons from Kiera’s time as a Roundtable presenter. 

INFORMATION OVERLOAD ON THE DRIVE HOME

Senior living communities often invest significant resources in marketing and in showcasing their amenities to attract potential residents. After a successful tour where prospects are impressed by the facilities and staff, the real challenge begins when they return home and face the complexities of their current reality. These include the logistics of moving, financial considerations, and family dynamics.

Kiera highlighted that communities often provide detailed packets filled with vendor recommendations and resources, and this can lead to information overload. Prospective residents find themselves with multiple packets from various communities, each containing numerous options. This can result in confusion and even paralysis, making it difficult for them to make a decision or even delaying the move due to the stress of sorting through so much information.

WE ALREADY KNOW THE BARRIERS

The barriers to transitioning into senior living are well-known – they include financial, emotional, and physical challenges. While communities provide seminars and vendor partnerships, true support extends beyond initial interactions. Kiera emphasized that discovery often uncovers overlooked issues like inconsistent communication or prospects feeling unheard.

Building genuine relationships and ensuring attentive follow-up makes a significant difference. Guiding prospects through the entire process alleviates stress, which is a vital consideration given that this transition is among life’s most stressful events. Kiera emphasized that support means active guidance, not just providing resources. Genuine help simplifies the process, ensuring prospects aren’t left to navigate it alone.

WHAT DO YOUR PROSPECTS WANT? 

Kiera posed an essential question: What do prospects really want? She stressed that understanding this requires a significant investment of time and effort. While sales roles come with many responsibilities, including tours and various tasks, going beyond the basics and embedding supportive services and partnerships early in the process can make a real difference.

Providing resources only at the end of the decision cycle can delay prospects’ choices. If communities guide prospects from the start, helping them navigate options and feel supported, it could lead to decisions being made months or even years sooner. This proactive approach benefits both the prospects and the community, by fostering trust and potentially accelerating the move-in process.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here. 

As the founder and CEO of Second Act Financial Services, Elias Papasavvas has dedicated his career to enhancing access to retirement housing and senior living. He is viewed as an authority on tailoring and delivering consumer banking programs for the elder population. Elias is known for pioneering the concept of elder care bridge loans, financial aid office for senior living operators, and point-of-sale financing for senior living, over two decades ago.

Elias was also a recent Roundtable guest, where he shared insights about how to get prospects to say yes faster and provided an in-depth update on the real estate market. He also led a discussion on the power of an organized mind and how an organized mind can help seniors and their adult children make decisions more effectively, reducing stress and delays.  The following are some highlights from that conversation. 

HOW VALUABLE IS IT TO HAVE PROSPECTS MOVE INTO A COMMUNITY ONE, TWO OR THREE MONTHS SOONER? 

Moving into a senior living community just one to three months sooner can offer significant advantages for both the community and the prospect. For the community, accelerating the move improves conversion rates, vastly improve cash-flow, and helps maintain optimal occupancy. For the prospect, a quicker move addresses urgent safety concerns, ensures access to LifeCare services before potential health changes, and prioritizes their well-being by making the transition when time is of the essence.

THE HOUSING MARKETING SEEMS STRONG, WHICH MAKES SELLING AN EXISTING HOME AND MOVING TO A COMMUNITY EASIER, RIGHT? 

In recent years, the real estate market has been favorable, with homes selling quickly. For seniors, this meant that, after visiting a community, they could list their homes and sell them swiftly — often within a week — and receive funds promptly. However, there’s a growing sense that this trend may be changing especially in the southeastern and southwestern states.

 

SECOND ACT CREATED A GUIDE THAT’S DESIGNED TO COMBAT DECISION STRESS AND LEAD TO A FASTER YES. TELL US ABOUT THAT GUIDE.

The guide helps seniors organize their finances and streamline the process of funding entry and monthly service fees. Drawing on our CPA and CFP expertise, the guide offers a clear list of key considerations and step-by-step instructions for managing financial assets. With practical, organized steps, it aims to reduce stress and make financial planning easier and more manageable. It also helps financial advisors think through funding options with their senior clients.

You can get a free copy of the guide by emailing me at elias@secondactfs.com. 

DO YOU HAVE ANY ADVICE FOR COMMUNITIES THAT MIGHT WANT TO IMPLEMENT CREDIT CHECKS AS PART OF THE PRE-SCREENING PROCESS? DO YOU HAVE A VENDOR THAT YOU RECOMMEND?

Credit checks are a valuable tool, particularly for rental situations, and it’s surprising that the senior living industry has not widely adopted them. While most credit scores of seniors moving into CCRCs are generally strong, occasionally, a few raise red flags. Implementing credit checks could help identify potential issues early and ensure a smoother process for both the community and the seniors.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here.

Recently on Roundtable we welcomed Jack York from TaleGate. As the chief storyteller at TaleGate, Jack has spent the past five years interviewing senior living residents in 38 states. He shared some of the lessons he’s learned from countless conversations at more than 80 communities, including lessons in sociology and marketing, and a look at where his senior living tour will take him in the future.

The following are some highlights from that conversation. 

HITTING THE ROAD IN SEARCH OF STORIES

TaleGate is a company driven by a shared mission: to uncover and celebrate the essence of America through the extraordinary stories of its seniors. From coast to coast, they’ve captured countless moments with seniors who have helped shape the country. Projects include documentaries that explore the lives of residents within senior living communities and a “Vintage Voices” series that travels the nation to interview centenarians.

KEY LESSONS FROM THE VINTAGE VOICES SERIES

Centenarians show there’s no single formula for longevity—some avoid smoking and drinking, while others indulge, and their exercise routines vary. What unites them is a strong desire for independence. Many also maintain a lifelong passion for learning. Additionally, being featured in documentaries holds great meaning for them, as showing interest in their personal stories can have a deeply positive impact.

RESIDENT STORIES ARE A VALUABLE RESOURCE

Communities are discovering that residents are a valuable yet often overlooked resource. Some of the documentaries created have been funded by marketing teams, recognizing the potential to leverage residents’ stories as a powerful asset for promoting their communities. Sharing resident stories is simply the right thing to do, with a solid business case to back it up.

THINK BEYOND TRADITIONAL MARKETING METHODS

Traditional marketing methods, like trade show booths and sponsored lunches, remain prevalent, yet feel outdated. There’s a growing opportunity to innovate by capturing and sharing residents’ stories in engaging ways. This approach can offer a fresh and impactful alternative to conventional marketing strategies.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here. 

If you’ve always thought social media was a young person’s game, you may want to think again. 

That’s because a new wave of senior influencers are giving content creators on TikTok, Instagram and YouTube a run for their money — or at least for their followers and brand collaborations. They’re called granfluencers, and they’re every bit as significant as their junior counterparts.

As I’ve shared recently, pop culture has no age, and social media is much the same. Just think back to 2010, when Betty White became the oldest person to host “Saturday Night Live,” thanks to the nearly half a million people who supported a Facebook campaign rallying for her to get the gig. Thinking back to her ability to cross generational lines, one could consider White to be the original granfluencer. 

Bursting with life experience, wisdom and overwhelming charisma, granfluencers have been busy creating content in all sorts of genres — from fashion and life advice to wellness and food. It’s also clear that they’re quite savvy in every way, even if it means their kids and grandkids are helping them produce video content. 

Not only are granfluencers racking up millions of followers, but they’re also shaking up social media dynamics. Marketers have noticed. And when you factor in that baby boomers control over half of the country’s household wealth, it makes a whole lot of sense for brands to expand into older demographics. 

Even better, granfluencers are actually reaching across generational lines, and there’s evidence that younger generations make up a large part of their followers. Maybe it’s because today’s young adults are drawn to the authenticity and wisdom of senior influencers, but two-thirds of Generation Z and millennials say they enjoy watching videos featuring mature adults. And a whopping 78% of Generation Z and millennials say they have gained valuable knowledge from older content creators.

But you don’t have to take my word for it. I’ve put together a list of some mature influencers that are popular among followers of all ages.

10 Granfluencers to Follow

Helen Van Winkle, @baddiewinkle

Instagram Followers: 3.1 M

Age: 95

Helen Van Winkle, @baddiewinkle

Known for her humor, innuendo and eccentric personal style, Helen fights for the legalization of medical marijuana and against ageism.

Lillian Droniak, @grandma_droniak

TikTok Followers: 13.3M 

Age: 93

As a celebrity grandma, this granfluencer can often be found discussing her love life and exes in humorous ways.

Lili Hayes, @lilihayes

TikTok Followers: 6.6M

Age: 76

An Israeli-American comedian, Lili enjoys entertaining followers by loudly ranting about life, while often sporting Supreme clothing.

Retirement House, @retirementhouse

TikTok Followers: 5.6M

Age: 70+

This group of six senior actors, collectively known as Retirement House, live together and create social media content together. 

Stanley Tucci, @stanleytucci

Instagram Followers: 4.3M

Age: 63

This actor and Italian foodie shares his travels and many delicious recipes, sometimes making them right in his own kitchen.

Barbara Costello, @brunchwithbabs

TikTok Followers: 3.9M

Age: 72

Touting herself as “everyone’s grandmother,” Babs is the internet mom and grandma you didn’t know you needed. Tune in for recipes, household tips and motherly advice.

Bo Petterson, @dadadvicefrombo

TikTok Followers: 3.5M

Age: 65

Bo offers fatherly advice on everything from buying a car to shaving, while also helping his daughter heal from a traumatic brain injury.

Joan MacDonald, @trainwithjoan

Instagram Followers: 1.9M

Age: 77

As a fitness granfluencer with a bodybuilder’s physique, Joan uses her own inspirational story to show followers of all ages that it’s never too late to put your health first and get into shape. 

George Takei, @georgehtakei

Instagram Followers: 1.4M

Age: 86

Known for his role on Star Trek in the 1960s, this actor and activist now shares content ranging from politics to pop culture.

Charlotte Simpson, @travelingblackwidow

Instagram Followers: 27.6K

Age: 68

After losing her husband of 31 years, Charlotte decided to focus on solo travel and share her experiences with the world on Instagram. She has been to all seven continents and all 50 states.

Yesterday, we celebrated our 200th Varsity Sales & Marketing Roundtable. Over 50 attendees tuned in to hear special guest John Spooner, co-chief executive officer of Greystone Communities, share his presentation, “Understanding the New Consumer Mindset.” Here are some highlights of John’s fascinating discussion.

More Than a Retirement Counselor

You may be called a retirement counselor or marketing assistant, but you have to think of yourself as the chief revenue officer. The organization won’t thrive unless you have success bringing new residents into the community.

The Three Buckets of Prospects

How many clients do you have that are sold on your community, but still won’t move forward? We put prospects into three buckets:

• Planners: They know what they want and they move through the process relatively fast.
• Procrastinators: A giant bloat in your database: They’re sold but they’re just not moving forward.
• Crashers: They wait too late, and come in after they’ve had a health scare. Now they need AL, but they really want IL.

‘I Understand and Want the Benefits of Your Community, BUT …’

The procrastinators say things like, “I couldn’t leave my home.” “Let’s talk next year.” “I’m not ready.” “I need to think about this.”

We call those F.U.D. (fear, uncertainty and doubt). Those are people that we have trouble moving through the process. Their objections are not unique. Sometimes it’s an emotional objection, sometimes it’s a financial objection. They toggle back and forth and switch to another one after you’ve got them covered. So the question is, at what point do we lose them? When the reality sets in that they have to make a decision.

Selling Senior Living Is Hard, Buying Is Harder

Selling is a difficult job. But buying is harder because prospects are coming into it without a lot of knowledge, trying to make a decision that most of them don’t want to make. That’s why you have so many people in your bloated database.

Prospects Have Created a Living Terrarium — and They Want to Stay There

We’re genetically engineered to conserve energy by minimizing energy expenditure. It’s easy to say, “I can’t move because I can’t change my doctor, my plumber, my friends.” Prospects have created this living terrarium that they are living in — they are not going to expose themselves to self-imposed chaos. They say, “I’m going to hit the easy button and live in my ecosystem.” Ecosystem equals status quo.

Battling ‘Status Quo’ Bias

Everything that prospects think or say is about seeking information that confirms their decision to do nothing and maintain the status quo. They are so fearful of making a mistake for an uncertain outcome that they can’t move forward. Simply put, their fear of messing up is more than their fear of missing out. Our job is to break the gravitational pull of that senior status quo. When you can move their status quo so that it becomes less than the community, everyone wins.

Your competition isn’t another community across town. Your competition isn’t “staying in their own home.” The REAL competition is NO DECISION. Some seniors are playing the same “no-decision” game with every community in town. They live in a constant state of indecision. You need to know how to recognize it and overcome it. They are thinking, “What if your community isn’t what I want?” Your job is to give them confidence that they’re going to go in there and be OK.

Prospects do not want to talk about you or your community. They want to talk to you about them. When you go to the doctor, you don’t want to watch a video of their latest operation, you want them to talk to you about your problem. The same goes for senior living. Don’t give a long description of the community … the choice of three entrees … the meal points program … the beautiful apartments — prospects want to talk to you about them.

Going Beyond Discovery 101 to ‘Radical Candor’

There are standard discovery questions that we all use. But it really needs to be about breaking the status quo. It’s about the art of personal engagement and addressing uncomfortable topics to give prospects personal insight. You have to learn to attack their outcome uncertainty and reframe questions to get them to understand why they have to break the status quo.

That requires radical candor. You have to challenge them by asking uncomfortable questions, like:

• Does the next five years of your life look like the last five years?
• That house isn’t working for you anymore, is it?

It might be unpleasant and it might be scary for you to be this forward, but it’s OK. The first two to three questions are difficult, but you will be surprised at the great outcomes. Don’t talk to prospects about all the contract options — talk to them about how they can break out of their little terrarium. Radical candor is about caring personally and challenging directly.

Your job is to ask and then to reframe the probing question into a statement that assures them they have the confidence to make this decision. Challenge their positions and biases, and then stand up and make a recommendation to them. You are the subject matter expert. You are the one they have turned to to help them spend the last years of their life. From your discovery, you know what is important to prospects. You can start with “This plan is a popular option” or “I personally prefer this option.” It shows that you have diagnosed their needs and have a personal recommendation. 

Indecision Junkie Recovery Program

To sum up, here are six steps to indecision junkie recovery.  

1. Own the flow of information.
2.   Employ “radical candor.”
3.   Anticipate objections and indecision.
4.   Use your discovery knowledge.
5.   Community  > Risk > Status Quo
6.   Make a personal recommendation.

What Your Community Can Offer Prospects

Security. Predictability. Safety. Dependability. Reliability. Permanence. These qualities represent what your community can offer prospects — the stuff deep down in their emotions that they’re looking for. You just need to wash away the fear by leading them through the mire and muck of “status quo bias” — giving them confidence to make a decision.