Keeping in touch

A happy family member is like having your own "ambassador" right in the community you serve.
Be sure to communicate with current and past family members about your improvements, accomplishments,
and successes. The more they know, the more likely they will be to share these positive attributes with
a friend or neighbor.

Focus on hospitality

Nurture healthier, happier residents and short-term rehab patients by focusing on "hospitality." Hotel-like features such as daily newspaper delivery to their bedside, special meal choices, towel warmers, massage therapy and an Internet café can create positive word of mouth and separate you from your "institutional" competitors. Creating an uplifting atmosphere can also help staff retention.

Focus on adult children of seniors

Begin building relationships and positive word-of-mouth among adult children of seniors in your community before their parents need your services. Consider offering caregiver support programs and creating intergenerational educational partnerships with local schools and houses of worship to help predispose these future decision-makers to your facility and its services.

Focus on the first 72 hours

Consider developing a “First 72 Hour Program” in your building(s) that focuses added attention on the resident and their family during the critically important transition into your facility.  Promptly answering their questions, exhibiting a positive, reassuring attitude and having every department head meet the family/resident will put you on the path to having a satisfied customer who spreads positive word-of-mouth.