Tag: Senior Living Trends

At our 37th weekly sales and marketing roundtable, communities discussed the light at the end of the tunnel and shared how they’ll be implementing the vaccine.

Dig into the recap below, and please join us for our next roundtable this week.

Please join our last roundtable of 2020 on Thursday, December 17, at noon ET.

This will be our last discussion of the year, but we will start back up in early 2021!

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As they deal with cases and closures during the holidays, participants of our weekly sales and marketing roundtable are experiencing a mix of emotions: worry about current COVID spikes and hope for the coming vaccine.

Check out the recap below, and please feel free to join us for our next roundtable, later this week.

Please join our next roundtable discussion on Thursday, December 10, at noon ET.

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At our 34th sales and marketing roundtable, we shared our successes and setbacks during the pandemic. We were also fortunate to have one participant share takeaways from this year’s SMASH conference.

Check out the recap and conference takeaways below. We also invite you to attend our next roundtable this week.

Takeaways from the SMASH Conference 

Over 200 sales and marketing professionals from senior living organizations of all sizes across the U.S. participated. One of our roundtable attendees shared these takeaways:

Biggest Sales and Marketing Trends

1. Since COVID-19, leads and occupancy have plunged across the board.
2. The deepest occupancy decreases have been in assisted living, with the toughest objection being “Why would I move my mom into assisted living when I know I won’t be able to see her for months?”
3. Marketing budgets are not being cut and, in many instances, they are being increased.
4. Marketing dollars are being reallocated from events and on-site activities to digital, SEO/SEM, virtual tours, videos and webinars.
5. Marketing automation (automated lead nurture) is by far the #2 marketing priority after digital paid search and search engine optimization (SEO/SEM).
6. Marketing messages have pivoted for assisted living and memory care to safety and security. IL messages are still about lifestyle, with a bit of safety and security in the message mix.
7. Website — making sure the messages are appropriate/correct for the times. For most senior living communities, COVID-19 info has recently been moved from front and center to a smaller tab on the homepage, still easily accessible.
8. Salespeople across the board are still focusing 100% of their time on sales, including nurturing the wait list/depositors, cold calling, working through the database, delivering treats/meals to depositors, virtual tours, apartment tours, answering website/call leads, etc. Activity team members, as well as social workers and front desk team members, are taking care of all window/outside visits, temperature taking, Facetime/Skyping with family members, virtual doctor visits, etc.
9. Sales messaging, especially for assisted living — do not lead with COVID-19. We are living with COVID-19 24/7; however, prospects are calling us because mom/dad needs more help. They want to know how we can help them first and foremost.
10. “Backstage Pass” — can’t tour the community, but can tour individual apartments.

Interesting Sales and Marketing Stats

• New reality — 90% of prospects do not want to talk with us. They just want more information (which they are finding digitally via Google, website, videos, Facebook, Instagram, etc.)
• Across the U.S. in CCRCs:
  • 43% increase in cost per conversion in digital search
  • 39% decrease in goal completion (filling out a form, calling, etc.)
  • 103% increase in phone calls (these are not all sales calls)
• 70% of adult daughters find care for their parents through digital (up from 50% not so long ago)
• Google will drive 90% of digital leads
• 77% of searches for senior care begin online … even for skilled nursing
• 80% of senior living search online is Google, Facebook and individual community websites
• 6 billion minutes of content per week are consumed via video
• 3 connected devices per person — and we switch between them all day long
• Average number of brand touchpoints = six per person … up from two 10 years ago.
• 92% of consumers begin their healthcare search online — with 6,000 searches related to long-term care EVERY HOUR
• 88% of residents overall would recommend LTC. (Perception: 24% of seniors don’t want to move to LTC. Reality: 88% who live in LTC really love it.)

Please join our next roundtable discussion on Thursday, November 19, at noon ET.

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At our 30^th weekly sales and marketing roundtable, communities shared out-of-the-box, socially distanced ideas they’re using to get people to campus.

Find out how to make these ideas work at your community by checking out the recap below.

Please join our next roundtable discussion on Thursday, October 22, at noon ET.

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Last week at our virtual sales and marketing roundtable, participants shared that they are trying new sales strategies and working to debunk the myths of COVID-19.

Dig into the recap below. Please also join us for our next roundtable, coming up this week.

Please join our next roundtable discussion on Thursday, October 15, at noon ET.

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At our weekly sales and marketing roundtable, we all shared creative tactics we’re using to attract prospects as communities gradually open back up.

We’d especially like to thank Lana Peck, Senior Principal at the National Investment Center for  Seniors Housing & Care (NIC) for sharing insights gleaned from 11 waves of executive surveys, all completed since the pandemic hit.

You’ll find discussion highlights and survey results below. We also invite you to join us for our next roundtable, coming this week.

 

NIC Executive Survey Insights

We were joined by Lana Peck, Senior Principal at NIC.

Lana:

NIC is a nonprofit organization with a mission to enable access and choice for America’s seniors through data, transparency and making connections.

We’ve been doing our executive survey, since 3/24/20, with 11 waves of data so far. Our audience is C-suite executives and owners/operators of senior housing properties across the country.

We would encourage each of your executives to email to take the executive survey.

Some highlights from the results so far:

• Wave 10 = 53% (mid- to late July)
  • About half of organizations with more than one property are easing restrictions
• Wave 11 = 63% (late August)
  • Even more are easing move-in restrictions

Note: blue = good; orange = bad

• Wave 8 (around Memorial Day)—we start to see an improvement and a downward trend in decreasing occupancy (directional changes in occupancy by care segment across the respondent’s portfolio of properties—single-property operators included)
• Mid- to late August sees pullback in move-ins for AL

• Note: blue = good; orange = bad
• Across the board, the pace of move-outs hasn’t changed tremendously (gray bars)
• Around Memorial Day, we see some improvement, with fewer organizations reporting acceleration in move-outs
• In mid- to late August, we see a pullback in acceleration again

• The recent decline in a slowdown in leads/conversions is due to easing moratoriums and pent-up demand (especially in IL) when doors opened, and people waiting in the wings could actually move in
• When the blue line goes down, that’s a good thing—it’s a reverse in the slowdown of leads and conversions
• The orange line has been trending lower—about half of organizations eased move-in restrictions
• Yellow line—only about half of organizations initially felt that resident or family member concerns contributed to deceleration of move-ins, but this has increased quite a bit, possibly due to a resurgence of COVID-19 or issues of residents not being able to see family members. This is a significant factor in more recent waves of the study.
• This slide is aggregate and shows all care segments
• Leads, conversions and sales are happening more frequently as of more recently. Before, there was an inability to have people on campus to make sales.

• This shows the toll of the pandemic on organizations—how many are feeling the need to provide incentives to bring residents in. For the most part, most are not reducing rents or fees at this time.
• The majority of respondents don’t have a backlog of residents waiting to move in.

Valuable Resources NIC Offers:

• NIC’s Fall Virtual Conference. The conference will start on October 3. Week 1 will focus on education. Week 2 will be about making connections and business contacts in peer-to-peer discussions. Anyone who signs up for the conference will be able to participate in Community Connector—essentially a LinkedIn for senior housing.

• COVID-19 Resource Center.  Data, analytics and connections to help provide transparency to the sector and keep  communities informed.

Please join our next roundtable discussion on Thursday, October 1, at noon ET.

 For log-in information, please contact .

 

 

At our weekly sales and marketing roundtable, aging services expert Scott Townsley, principal of Trilogy Consulting, LLC, joined us to discuss consumer research and other insights related to the pandemic.

Check out the takeaways below. Please also join us for our next roundtable, coming this week.

Highlights from presentation on consumer research by Scott Townsley, Principal, Trilogy Consulting, LLC:

Opportunities are already emerging amid COVID-19—this will change who we are as a field and will change the product. Here are some resources that can be helpful as you deal with this situation.

The End of Competitive Advantage and Seeing Around Corners, two excellent books by Rita Gunther McGrath

• “Inflection point” is a key concept she discusses, which she describes as jerking the steering wheel while driving
• Unfortunately, by the time you recognize an inflection point, it can be too late; for example, discovering that occupancy has dropped from 96% to 80%, and it’s not going back up
• My observation is that skilled nursing is at an inflection point—it was already changing, but the coronavirus has pushed it to this point—and that a portion of it will be forever changed
• Life Plan Communities aren’t at an inflection point yet, but we need to have our eyes wide open

Nonsense: The Power of Not Knowing, by Jamie Holmes

• “While uncertainties can be painful, they are also, by definition, eras of change. They’re destabilizing because they’re a threat to the status quo, which is also precisely why they represent an opportunity for innovative and cultural rebirth.”
• The risk is that we seek information or anecdotes that hint we’re returning to the “way things were” sooner rather than later—rather than seeking actual data
• We can’t look to the past (even January 2020) for clues about the future, because we’re probably going to be wrong; I refer to it as the “perilous backslide to the status quo,” in which we will innately make decisions thinking things will get back to “normal”
• Virtual tours are a great example of how we’ve adapted
• When I first saw a billboard for telemedicine, years ago, I thought, “Who’s going to want telemedicine?” But without it, many people (particularly in skilled nursing) wouldn’t have been able to see their physicians; we went from talking about it to it being a key part of life

Consumer Behavior Survey

We just completed a 1,000-person survey of four market areas in Pennsylvania (southeastern, south-central, west-central and northeast), one in Maryland and one in Delaware.

Too often, we’re talking in anecdotes, but we need to use data that tracks consumer behavior. This is especially risky when talking about the coronavirus.

• Background on the study
  • Participants are 60 to 80 years old; all income groups
  • Conducted last week in July/first week in August
  • Asked approximately 50 questions
  • All telephone conversations (landline and mobile)
  • Allowed us to reach the “essential non-customers”
  • With people at home, it was easier to reach them; they’re still answering their phones
  • Completed 1,000 surveys in five days
• What’s key is that this survey has statistical validity—it provides insight into the thinking of consumers rather than anecdotes

Early on, it was clear that we (as an industry) knew neither the questions to ask nor the answers. Today, there’s more clarity about the former (the questions that we, as an industry, should be asking) and an ability to obtain the answers. Hence this survey.

We asked the question, “How concerned are you about coronavirus in your area?” Seventy-eight percent are very or somewhat concerned about the coronavirus in their area. For those whose adult children are involved in making decisions about retirement living options, that number increases to 87 percent.

It’s also notable that, in this and prior surveys:

• The percentage of people who are concerned about future long-term care needs is typically low
• The percentage of people who are concerned about their ability to afford their retirement is also low
• The percentage of people who are concerned about dementia or Alzheimer’s, for themselves and those they love, is incrementally higher than the other two—but still a fraction of those concerned about the coronavirus

We then assessed the impact of COVID-19 on Senior Living Community (SLC) interest later in the study:

• By and large, every cross-tab is very or less interested due to the coronavirus
  • With respect to SLC interest, there are as many people who are less interested as there are who are more interested—due to the coronavirus
  • Interestingly, people who identify as evangelicals are 17% less interested in senior living communities than the average (due to the coronavirus)
  • There’s still a core of people who remain interested, which may be proving the naysayers wrong, but: (a) it’s too soon to know for sure, and (b) the coronavirus has significantly reduced interest in senior living “congregate”-type options
    • The field could be in jeopardy if the virus stays around
    • The virus has, conversely, also made some people more interested
  • Note: This study won’t be valid six months or a year from now—everything is changing so quickly
  • It’s critical to talk to people who are “the essential non-customers”—those who are living outside the senior living world (and who aren’t on your lists)—to understand who is motivated and why
    • Ask how they feel about congregate living on their overall health and well-being
    • In unprecedented times, we need to rely on information that’s current
  • I was wrong about the recession in 2008–2010—I thought the loss of value in portfolios would have a searing effect on people’s decisions about senior living, much in the way the depression impacted how people spent money
    • This didn’t happen, and the for-profit sector took advantage of that
    • The not-for-profit sector did not jump on it
  • It’s possible that, six months from now, if there’s an effective vaccine, the consumer could forget about this—but it’s also possible that it will stay with them for a long time, perhaps forever
  • It’s important to note that concerns about the coronavirus did not increase the interest in a stay-at-home program (though the percentage of people “very interested” in a stay-at-home program is twice what it is for a senior living community)
  • HJ Sims is soon coming out with a national study that will be fascinating to review; it, hopefully, will include all regions of the country, not just those heavily impacted by COVID-19
  • The secret to success is data analytics, and WildFig (Varsity’s sister firm) is ahead of the curve
  • “You never let a serious crisis go to waste. And what I mean by that: It’s an opportunity to do things you think you could not do before.” – Rahm Emanuel

Please join us for our next roundtable discussion on Thursday, September 17, at noon ET.

For log-in information, please contact .

 

During Thursday’s roundtable, retirement communities around the country shared sales and marketing strategies that are working during COVID-19. From virtual events to smart home communications, tech is being tapped frequently to reach and attract residents.

Join the next sales and marketing roundtable on July 23!

Please join our next roundtable discussion on Thursday, July 23, at noon ET. We will have a speaker from Morrison Living sharing tips to create safer environments.

For log-in information, please contact .

During Roundtable #16, community marketers shared the latest news from their campuses as they worked on new sales tactics.

Check out the highlights of our discussion below. Please join us for our next roundtable, coming up this week.

Join the next sales and marketing roundtable on July 16!

Please join our next roundtable discussion on Thursday, July 16, at noon ET.

For log-in information, contact .

 

 

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.