Tag: senior living sales

Great events don’t happen by accident. The most effective ones are designed to build relationships, create meaningful engagement and help prospects move forward in their decision-making journey.

That was the focus of a recent discussion on Varsity’s weekly Roundtable, where Leslie Dominguez and Jim Alford of Greystone Communities shared how organizations can use event-based marketing to strengthen prospect connections, support sales efforts and drive occupancy. From educational programs and resident ambassadors to strategic follow-up and targeted events, they offered practical ideas for turning experiences into results. Below are a few Fresh Perspectives from their discussion.

EVENTS WORK BECAUSE THEY FEEL LESS LIKE SALES APPOINTMENTS

Prospects who may avoid a one-on-one sales conversation are often much more comfortable attending a group event first. The most effective events create a relaxed environment where people can begin picturing themselves as part of the community.

RESIDENTS ARE OFTEN THE MOST POWERFUL SALESPEOPLE

Authentic conversations with residents, future residents and even family members consistently build more trust than polished sales presentations. Prospects want to hear directly from people already living the experience.

SMALL, TARGETED EVENTS CAN OUTPERFORM LARGE ONES

Bigger crowds don’t always lead to better results. Some of the most successful events are intimate, highly targeted gatherings built around a specific audience, lifestyle or inventory need that allow for deeper conversations and stronger connections.

THE BEST EVENTS LEAD WITH EDUCATION, NOT SALES

Communities that position themselves as trusted resources through topics like brain health, downsizing or senior living education often build stronger long-term relationships. Low-pressure educational events help prospects feel informed rather than sold to.

RETENTION EVENTS MATTER JUST AS MUCH AS LEAD GENERATION

Future residents on waitlists or in pre-marketing phases need ongoing engagement and reassurance. Consistent communication, varied programming and relationship-building events help keep excitement high and reduce fallout before move-in.

A MARKETING EVENT WITHOUT FOLLOW-UP IS JUST A PARTY

Successful events require intentional strategy before, during and after the event. Clear goals, strong lead tracking, thoughtful seating, personalized follow-up and consistent CRM management are what ultimately turn events into occupancy growth.

The future of senior living may depend less on new buildings and amenities and more on whether the industry is willing to rethink culture, autonomy and the resident experience itself. In this episode of Varsity’s Roundtable Talk, Derek sits down with Steve Moran, founder and publisher of Senior Living Foresight, one of the industry’s most influential media platforms.

Known for his candid commentary and sharp observations, Moran has spent years challenging operators to rethink leadership, culture, transparency and the overall resident experience. Derek and Steve discuss why the industry may have more of a culture crisis than a staffing crisis, how operators can better empower residents and families and why storytelling may be the key to changing perceptions of senior living for future generations.

Check out the full episode here.

WHAT’S THE REAL STORY IN SENIOR LIVING RIGHT NOW THAT PEOPLE AREN’T TALKING ABOUT ENOUGH?

As you know, we have great occupancy. We’ve had the best occupancy that we have ever had in my lifetime. And that’s really, really good news. What’s interesting to me, there are two things that are really interesting to me. The first is that when I talk to operators and leaders, there seems to be a sense of apprehension or fear like, ‘This is really good, but it feels like disaster is just around the corner.’ Probably some of that’s from the COVID hangover.

The other thing is we have operators who are just crushing it at huge margins and huge occupancies, while there are still some people out there that are really, really struggling. So much of it comes down to the operator and how they run their business because it can be super successful or really, really tough.”

ARE SENIOR LIVING COMMUNITIES TRULY ALIGNED WITH WHAT TODAY’S OLDER ADULT WANTS?

There’s this widespread belief that baby boomers are going to want something very different. I think there are a few things, but mostly as we get older, we’re going to want the same things people have always wanted.

Part of the biggest problem is that if we’re honest about the industry, senior living is still the last resort. I choose senior living when I can no longer live at home. That might mean I don’t want to take care of my yard anymore, I don’t want to cook or grocery shop anymore or it might mean I have real care needs. I’m not sure the industry is fully aligned with what people actually want because too often the focus is on providing the least amount of service at the lowest cost to maximize margins.

WHAT ARE OPERATORS DOING WELL RIGHT NOW — AND WHAT ARE THEY STILL GETTING WRONG?

I think operators are getting dining pretty right. They understand that dining is one place they touch residents’ lives three times a day. I think transportation is improving too and communities are building better physical spaces.

But I think they’re still not giving residents enough control over their own lives. I heard from a resident recently who said they were thrilled because residents had finally won the ability to choose what channel played on the TV behind the bar four days a week. And I’m thinking, this shouldn’t even be a battle. Those are the kinds of things I think we’re still getting wrong.

IS THE WORKFORCE CRISIS REALLY A STAFFING PROBLEM?

I don’t think we have a real staffing crisis. I think we have a culture crisis.

As long as there are people willing to work at McDonald’s, Taco Bell and Starbucks, we don’t have a staffing shortage. We have organizations that haven’t created cultures where people feel valued, appreciated and connected to purpose.

When you create a great work environment where people feel like they’re changing lives and love coming to work every day, they tell their friends about it. Goodwin House gets something like 900 applications a month. They hire the best people and the rest go elsewhere. That tells me the problem isn’t a lack of workers. It’s culture.

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This collaborative article features insights from Derek Dunham of Varsity, MaryJane Fitts of Greystone Communities and Cameron Martin of The Highlands at Wyomissing following their presentation at the LeadingAge PA Annual Conference.

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Senior living waitlists were originally designed to solve a simple problem: hold future demand until an apartment becomes available. But today’s senior living consumer journey is far more complex than simply adding a name to a list and waiting for the phone to ring.

That’s why more senior living communities are rethinking the traditional waitlist model and moving toward membership-based programs designed to create earlier engagement, stronger emotional connection and more predictable occupancy growth. 

That topic was front and center during a recent presentation at the LeadingAge PA Annual Conference, where Varsity’s Derek Dunham joined MaryJane Fitts of Greystone Communities and Cameron Martin of The Highlands at Wyomissing to discuss how communities can transform passive waitlists into active membership experiences.

WHY TRADITIONAL WAITLISTS ARE FALLING SHORT

The conversation focused on a growing challenge facing senior living sales teams. Traditional waitlists often create long periods of inactivity. Prospects join, disengage and remain emotionally disconnected from the community. Sales teams spend time servicing depositors without always knowing who is truly ready to move. Meanwhile, demand for senior living continues to rise as the 80+ population grows rapidly over the next several decades.

Today’s prospects also move through the decision-making process differently than previous generations. Some are actively planning for a move within the next year. Others may be exploring options years in advance. Treating every prospect exactly the same creates friction for both sales teams and future residents.

THE HIGHLANDS AT WYOMISSING: A MEMBERSHIP MINDSET

The Highlands at Wyomissing offered a real-world case study of how communities can rethink the process. With a current waitlist of roughly 460 prospects and approximately 30 to 35 move-ins annually, the organization sees an opportunity to better align engagement with how prospects actually make decisions today.

Rather than treating every prospect the same, The Highlands is developing a tiered Future Residents Club built around different levels of readiness. The Reserve Club is designed for individuals likely to move within 18 months and includes a larger refundable deposit alongside priority benefits and incentives. The Explorer Club will focus on prospects who may still be three to five years away from moving but want to remain engaged with the community over time.

The organization also hosted focus groups with both current and future residents while developing the program. One key takeaway emerged quickly: simple was better. Prospects wanted clarity around expectations, benefits and next steps rather than overly complicated structures or processes.

BUILDING CONNECTION BEFORE MOVE-IN

The shift reflects a broader understanding of how senior living decisions are made today. Prospects don’t fall in love with floor plans or amenities. They connect emotionally to lifestyle, relationships and community identity. That’s why membership-based programs often include dining experiences, events, lifestyle access, downsizing support and financial planning guidance long before move-in occurs.

The goal is not simply to create more activity. It’s to create more meaningful engagement that shortens decision timelines, improves confidence and strengthens future occupancy pipelines. Communities also benefit operationally through clearer engagement paths, more intentional sales conversations and stronger prioritization of near-term move-ins.

The communities that win in the years ahead will be the ones that build relationships long before a move-in ever happens. Membership-based programs create that opportunity by turning future residents into active participants in community life earlier in the journey. 

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The following is a guest blog entry from Larry Carlson. Larry is an advisor, board member, and author of Avandell: Reimagining the Dementia Experience. A longtime CEO in senior living, he now writes and speaks about helping older adults finish strong — living with purpose, vitality, and impact in their third age.

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It’s Monday morning. The numbers came in late Friday.

They’re down. Again. Not dramatically. Not enough to cause alarm. But enough to feel it.

She’s already run through the explanations in her head. Seasonality. Market shifts. Increased competition. All true.

None of it changes the number.

She walks into the conference room a few minutes early. The team will be in soon—sales, operations, nursing. They’ll be looking to her for direction. For tone. She knows what the conversation needs to cover.

Leads. Conversions. Follow-up. Urgency.

She also knows something else. What gets said in this room today won’t just shape the next 30 days. It will shape the culture. Because under pressure, something subtle begins to happen.

Standards start to bend. Language starts to shift. Decisions get made a little faster, and a little differently.

Not all at once. But enough. And for a moment, there’s a choice. When occupancy drops, the real risk isn’t the number. It’s what leaders are willing to trade to fix it. Because census pressure doesn’t just test your strategy. It reveals your culture.

Maybe you’ve been in a room like that.

In my experience, there are three places where that shows up most clearly.

Early Warning Signs – When culture starts to slip

Culture rarely breaks all at once. It erodes quietly. A phrase here. A decision there. A moment that doesn’t quite sit right—but gets rationalized and moved past.

Language begins to change. Residents become “units.” Move-ins become “wins.” Conversations become more about pace than people.

High performers—especially in sales—may begin to get a little more latitude. Not intentionally. But because the pressure to produce is real. And slowly, what was once non-negotiable starts to feel… flexible.

The challenge is that none of this looks like a problem in isolation. But over time, it becomes the culture.

TRY THIS: 

Before your next leadership meeting, ask yourself—and your team:

“What have we started tolerating in the past 30 days that we wouldn’t have accepted before?”

Don’t rush past the answers. That’s where culture is either being protected… or traded.

Decision-Making Under Pressure – Where values get tested

Most organizations don’t abandon their values. They just begin to reinterpret them under pressure. The conversation shifts.

“This is what we believe… but in this case…”

“We wouldn’t normally do this… but given where we are…”

And often, the decision itself doesn’t feel dramatic. It feels reasonable. Necessary, even. That’s what makes it dangerous. Because culture isn’t shaped by the decisions you’re proud of. It’s shaped by the ones you justify.

Pressure doesn’t create values conflict. It exposes it. And in those moments, leadership isn’t about having the right answer. It’s about having the discipline to pause long enough to see what’s at stake.

TRY THIS: 

Before making a key decision, ask:

“If this decision became visible to every team member, would it strengthen trust… or weaken it?”

You may still make the same call. But you’ll make it consciously.

Communication – Setting tone without creating fear

When census is down, teams don’t just look for direction. They look for signals. What matters now? What’s changing? What’s not?

Some leaders respond by increasing pressure. More urgency. More accountability. More focus on the number. Others go the opposite direction—softening the message, trying to protect morale by minimizing the reality. Neither approach builds trust.

Because your team already knows. They see the numbers. They feel the shift. What they need isn’t spin. They need clarity—and steadiness.

The ability to say: Yes, this matters. Yes, we feel it. And no, it doesn’t change who we are. That’s what anchors a team. Not the absence of pressure. But the presence of leadership within it.

TRY THIS: 

In your next team communication, name both sides clearly:

• The reality you’re facing
• The values that won’t change because of it

Say it out loud. And then live it in the decisions that follow.

In that Monday morning meeting, the numbers will get discussed. They should. Plans will be made. Expectations clarified. But something else is happening at the same time. Your team is watching. Not just for direction. For signals.

What matters now? What’s negotiable? Who are we under pressure?

And over time, those signals become your culture. Not because you declared it. But because you led it, especially when it was hardest to do so.

Families searching for senior living options often aren’t casually exploring. They’re navigating stress, uncertainty and emotional decision-making after a health event, hospital stay or major life transition. In those moments, trust, speed and guidance matter just as much as care offerings or amenities. That’s why placement partnerships are becoming an increasingly important part of occupancy growth and the overall family experience in senior living.

During Varsity’s weekly Roundtable, Matt Wilson and Lori Crabtree of Next Level Senior Advisors discussed how stronger relationships between senior living communities and placement advisors can create better outcomes for families while also supporting referrals, conversions and long-term occupancy growth. Below are a few Fresh Perspectives from their discussion. 

PLACEMENTS SHOULD BE VIEWED AS A REVENUE STRATEGY, NOT A MARKETING EXPENSE

Even one additional move-in per month can create significant long-term revenue, shifting placement partnerships from a cost discussion to a meaningful occupancy growth strategy.

FAMILIES AREN’T SHOPPING, THEY’RE IN CRISIS MODE

Most families are navigating fear, guilt and time pressure after a health event or hospital stay. Communities that simplify decisions and provide reassurance stand out quickly.

TRUST IS THE TRUE CURRENCY OF REFERRALS

Advisors build their reputation one family at a time. Poor communication, delayed responses or bad family experiences quietly damage referral relationships faster than communities may realize.

THE BEST PARTNERSHIPS ARE BUILT ON TRANSPARENCY AND SPEED

Communities that are upfront about pricing, responsive with communication and easy to work with are the ones advisors consistently recommend first.

SMALL OPERATIONAL CHANGES CAN CREATE BIG REFERRAL GAINS

Simple steps like maintaining updated profiles, assigning one advisor contact and creating a dedicated referral inbox can dramatically improve communication and conversion opportunities.

PERSONALIZATION BEATS VOLUME IN TODAY’S REFERRAL LANDSCAPE

Families don’t want endless lists of options. Advisors who narrow choices down to the best-fit communities create better experiences for families and stronger conversion opportunities for providers.

Three hundred conversations in, and the spirit of connection is stronger than ever! Varsity’s 300th weekly Roundtable featured yet another thoughtful exchange, this time with nationally recognized downsizing expert and former Hoarders host Matt Paxton. 

“Downsizing should be an opportunity to share your generational stories and move to a better life. It should not be this overwhelming daunting task,” said Paxton during his conversation with the group. 

As a guest on Varsity’s weekly Roundtable, Paxton talked about the emotional side of downsizing. Why it’s never really about the “stuff,” but about the memories and meaning behind it. He shared practical ways to help people move forward, from starting small to focusing on what truly matters, all while honoring the past. Below are a few Fresh Perspectives from his discussion.

IT’S NEVER ABOUT THE STUFF, IT’S ABOUT THE STORY

What people hold onto isn’t clutter, it’s identity, memory and meaning. Until you address the emotional connection, you can’t unlock the move.

PEOPLE ARE STUCK BETWEEN PAST AND FUTURE

Many prospects aren’t resisting the move, they’re paralyzed by memories of the past and fear of making the wrong decision, keeping them from living in the present.

START SMALL TO BUILD MOMENTUM

Downsizing doesn’t begin with big decisions. It starts with small, non-emotional wins that create progress and confidence to keep going.

DON’T RECREATE THE OLD LIFE, CREATE A NEW ONE

The goal isn’t to replicate a former home inside a community. It’s to embrace a new chapter, new space and new experiences.

MOST “VALUABLE” ITEMS AREN’T ACTUALLY VALUABLE

Families often overestimate resale value. Outside of things like gold, most furniture and household items have limited financial return.

SERVICE AND TRUST DRIVE EVERYTHING

Whether working with residents or prospects, success comes from leading with empathy, building trust and helping people move forward, not just moving their stuff.

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.

In senior living sales, there’s constant pressure to move quickly. Leads need attention, tours need follow-up, pipelines need momentum. But the communities that win aren’t just fast, they’re intentional about building trust at the right moment.

According to data shared by Maggie Seybold, VP of Customer Insights at WelcomeHome, in one of Varsity’s weekly Sales & Marketing Roundtable gatherings, one simple action can dramatically accelerate both trust and timing: a brief executive director follow-up call after a tour. In fact, a personalized three- to four-minute call from the ED can shorten the sales cycle by 60%.

“Fifty percent of families never hear from an executive director post-tour,” said Seybold during her Roundtable presentation. “This is a competitive opportunity just waiting to be seized.”

WelcomeHome’s benchmark data shows that timing plays a critical role in senior living sales follow-up. Communities that reach out within one business day of a tour increase move-in likelihood by 42%. Waiting two days still delivers a 27% lift. After that, engagement drops sharply. In a market where average inquiry-to-move-in conversion hovers around 9%, small improvements in post-tour follow-up can have outsized impact.

So why does an executive director call matter so much?

Because it signals leadership engagement. When a prospect hears from the person overseeing day-to-day operations, it builds credibility and confidence. It reinforces that the community is organized, attentive and personally invested. It also differentiates you from competitors who rely solely on automated follow-up or sales-only outreach.

Even better, the lift isn’t theoretical. Half of the prospects who answer an ED’s call move in within 11 days. That kind of acceleration not only boosts occupancy but also reduces marketing spend and shortens the sales cycle.

FRESH PERSPECTIVE

In today’s senior living sales environment, where lead volume is tighter and connection rates matter more than ever, executive director follow-up is one of the most underutilized growth levers available. And for communities willing to act quickly, it’s a competitive advantage hiding in plain sight.

Find this data and more in WelcomeHome’s Senior Care Insights data platform. Explore their quarterly benchmarks and new 2025 Year in Review here.

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The following is a guest blog entry from Larry Carlson. Larry is an advisor, board member, and author of Avandell: Reimagining the Dementia Experience. A longtime CEO in senior living, he now writes and speaks about helping older adults finish strong — living with purpose, vitality, and impact in their third age.

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I felt the tension the moment I walked into the room.

Mary and her daughter, Margaret, were seated at the small conference table near the window. Mary’s hands moved gently at the edge of her sleeve — smoothing, folding, steadying. Her eyes drifted downward before meeting mine again. Margaret leaned forward, notebook open, pen ready. Protective. Focused. Every question carried weight.

I pulled my chair in slowly and sat down. I didn’t rush the moment. This wasn’t about the tour yet. It was about the people in front of me.

Mary glanced up. I met her eyes and smiled — not to reassure, but to acknowledge. In that moment, nothing else on my schedule mattered. They needed to feel as if they were the only ones in the room.

And yet, beyond that door, the day was moving.

Another family would arrive. And another after that. Each bringing their own questions, expectations, urgency, or quiet hope. Each deserving the same attentiveness. The same steadiness. The same sense that this moment mattered.

That is the quiet tension of the role.

Every family needs to feel singular. And the sales counselor is expected to meet them that way — again and again — while occupancy targets, performance metrics, and full calendars continue ticking in the background.

The work requires a rare discipline: setting one story down gently before picking up the next.

Not every family arrives overwhelmed or in crisis. Many come thoughtful, discerning, even cautiously hopeful — trying to imagine what this next chapter could hold. Some are planning ahead. Others are weighing options. Still others are simply gathering information.

But nearly all are navigating a meaningful transition. And whether the emotion is urgency, uncertainty, responsibility, or quiet anticipation, the counselor is expected to meet it with steadiness and respect — listening not just for answers to provide, but for what matters beneath the questions being asked.

Sales and marketing professionals in senior living aren’t just managing schedules, follow-ups, and floorplans. They are stepping into moments that matter — moments that require attentiveness, patience, and presence — and then doing it again with the next family who walks through the door.

How we show up in those moments matters as much as what we present.

Families rarely leave saying, “That was a great explanation of pricing.” What stays with them is something harder to measure — whether the person across from them seemed rushed or settled, distracted or attentive, transactional or genuinely present.

Two counselors can present the same information, walk the same floorplan, and answer the same questions — and leave entirely different impressions. One leaves families feeling pressured or managed. The other leaves them feeling accompanied.

The difference isn’t the content. It’s the posture.

How we enter the room, how we listen, how we hold silence, how we respond when emotion surfaces — all of it communicates something long before features or benefits are discussed. Presence doesn’t replace professionalism. It gives it weight.

There is also another reality, rarely spoken about, but always present in the background.

Sales counselors carry the pressure of occupancy. Performance is measured. Targets matter. Units need to be filled. That responsibility doesn’t disappear simply because a conversation is meaningful — and it shouldn’t. Filling units is part of the job.

The challenge is that this pressure cannot take the lead. It has to be held quietly and managed with discipline so it doesn’t rush the moment or distort the relationship. The counselor must balance the real needs of the organization with the real needs of the family — honoring both without letting either dominate the room.

Filling units and guiding journeys are not competing goals. At their best, they reinforce one another. Trust built through presence creates confidence. Confidence leads to commitment. And commitment sustains both the community and the mission behind it.

The deeper challenge is sustaining that way of showing up over time.

In a fast-paced, pressure-filled role, presence can thin. Empathy can quietly turn into efficiency. Without noticing it, good professionals can begin to protect themselves — staying polished, but less available.

Staying personally grounded isn’t something extra we do after the work. It’s what allows the work to be done with integrity, clarity, and care in the first place.

This work matters. And so do the people doing it.

When we tend the posture we bring into the room — noticing what we’re carrying and how we’re showing up — we preserve the very thing that makes this role meaningful. Not just today, but over the long haul. And in doing so, we remain capable of guiding others through one of life’s most meaningful transitions with compassion, steadiness, and presence.

 

Last week, Varsity’s Roundtable was Live from Greystone’s Sales Adventure and featured  John Spooner, Co-CEO of Greystone, and Melissa Heiss, Regional Sales Manager. As guests on Varsity’s weekly Roundtable, John and Melissa shared candid insights on what it takes to build high-performing sales teams and drive sustained interest in today’s increasingly sophisticated senior living market.

From loss aversion and the “invisible cage” of comfort to the power of radical candor and personalized follow-up, the conversation explored how sales and marketing must work together to create real momentum. Below are a few Fresh Perspectives from their discussion.

LOSS AVERSION IS THE REAL COMPETITOR

Prospects aren’t just comparing communities. They’re weighing the certainty of today against the uncertainty of tomorrow. Understanding that people fear loss more than they value gain changes how we guide the conversation.

COMFORT IS THE INVISIBLE CAGE

Whether it’s a prospect resisting a move or a salesperson avoiding a tough question, comfort can quietly stall progress. Growth requires stepping outside routines before you’re forced to.

VALUE PROPOSITION IS PERSONAL, NOT UNIVERSAL

“We’ve been here 40 years” isn’t a value proposition. It’s a credential. The real work is discovering what matters to that specific prospect and aligning the message accordingly.

PRICE IS THE OBJECTION WHEN VALUE IS UNCLEAR

When we fail to connect personally relevant value, prospects default to cost. Incentives don’t replace value — they accelerate decisions once value is established.

HOSPITALITY OUTSHINES CURB APPEAL 

Landscaping matters. But energy matters more. When prospects walk in and see life happening — yoga, lectures, happy hour — they experience betterment, not just amenities.

MARK UP THE BROCHURE

Pristine collateral gets forgotten. Personalized collateral gets remembered. Circle the floor plan. Highlight the poker club. Write notes in the margins. When they pick it up weeks later, it should feel like it was made just for them.

SUSTAINED INTEREST REQUIRES INTENTIONALITY

Prospects don’t go cold. They get distracted. Breaking through requires personalization, timely follow-up and tactical persistence — from “collateral mutilation” to the Golden Email.

RADICAL CANDOR BUILDS TRUST

Seniors don’t need scripted softness. They respond to adult-to-adult conversations that are honest, direct and aligned around next steps.

MARKETING AND SALES SHOULD PUSH EACH OTHER

Innovation doesn’t happen in comfort zones. Marketing should challenge sales with smarter strategies. Sales should challenge themselves to execute better. Momentum happens when both sides lean in.

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. 

Growth in senior living isn’t being held back by a lack of technology, it’s being strained by how that technology is used. As automation accelerates, many organizations are discovering that more outreach doesn’t automatically lead to more trust, more engagement or more move-ins. The real challenge is learning how to balance speed and scale with empathy, intention and human connection.

That tension was at the center of Varsity’s weekly Roundtable, which featured Lucas Hayes, founder and former President and CEO of Enquire. Drawing from his experience building one of the most widely adopted CRM and engagement platforms in senior living, Lucas shared why today’s growth strategies must shift from volume-driven tactics to trust-centered conversations. Below are a few Fresh Perspectives from his discussion.

THE REAL GROWTH PARADOX IS TOO MUCH AUTOMATION, NOT TOO LITTLE

AI has accelerated outreach, but more messages, more emails and more calls don’t translate to more move-ins. Excessive automation creates digital noise that overwhelms prospects at the exact moment they need clarity, calm and human reassurance.

AN INQUIRY IS A TRUST EVENT, NOT A LEAD EVENT

Most prospects reach out during moments of fear, guilt, health decline or caregiver burnout. That first interaction isn’t about speed or scripting, it’s about earning trust when emotions are high and decisions feel heavy.

INTENTIONAL CONVERSATIONS OUTPERFORM HIGH CALL VOLUME EVERY TIME

“Spray and pray” outreach has proven ineffective in senior living. Fewer, better conversations rooted in listening, personalization and curiosity create stronger momentum than aggressive call frequency or scripted pitching.

THE PHONE IS COMING BACK, BUT NOT THE WAY IT USED TO

Voice engagement is regaining importance because it signals real commitment and care. The future isn’t AI-powered robo-calls, it’s human conversations supported by automation that handles transcription, follow-ups and CRM documentation behind the scenes.

FACE-TO-FACE STILL CLOSES, BUT EMOTION DOES THE SELLING

Digital research and phone calls set the stage, but in-person tours remain the highest-converting step. Tours should be treated as emotional experiences that provide peace of mind, not feature-driven walkthroughs of amenities.

THE MOST IMPORTANT SALES METRICS ARE HARDER TO MEASURE, BUT MATTER MORE

Speed and volume still have value, but quality, clarity and anxiety reduction are what truly move prospects forward. Rethinking incentives around these person-centered outcomes is essential in a more human-centered sales era.

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.