Key Talking Points for Senior Living Communities

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Delilah Johns
5 years ago
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Key Talking Points for Senior Living Communities After the rapport-building phase, it may be appropriate to talk with sales counselors about the various ways you and your team can assist their

1 Key Talking Points for Senior Living Communities After the rapport-building phase, it may be appropriate to talk with sales counselors about the various ways you and your team can assist their incoming or current residents. When utilizing the information below, adapt your scripts to address as many specific challenges they may have mentioned during your previous conversations. Potential senior community challenges We/I understand the objections encountered by senior communities when you are working to get resident move-ins. We really like the place, but we have to sell our home first. There are so many details to take care of before we can move, especially getting our home ready to sell. Financially it doesn t seem possible since our home is only worth $ which isn t likely to last very long if we are paying $ to live here every month. We/I need to wait until when my kids can be here to help me move. We prefer to wait a while, we just aren t ready yet. Other: Other: We/I understand the responsibilities assumed by senior community staff members when a new resident has moved in or is in the process of moving in, especially while handling the sale of a home. Assisting with liquidation of household belongings. Assisting or coordination of packing, moving, and unpacking/organizing. Locating, interviewing, and recommending professionals to handle household repairs, estate sales, financial advice, legal advice, real estate advice, and other details. Coordination of utility transfers, insurance policies, address notifications, etc. Mediation between the resident, family members, professional services, and other providers. Ongoing encouragement and validation of the resident for the decision to move and liquidate their household possessions and home. Transportation related to completion of the sale -- closing, postal service, notary, etc. Providing services that welcome the resident to the community.

2 Below are a variety of ways we see our services benefiting you XYZ Senior Community. Our goal is to provide added value services to your incoming residents as an extension of you, XYZ Community, but at no additional expense to you or the resident. Our intention is that the services we offer can be offered by your community as a part of your benefits to the resident. (See example script). We want to be the solution to some of the obstacles that prospective residents feel that are related to the sale of a home or liquidation of personal items. We can decrease the amount of stress that a senior has related to their home sale by increasing communication, empathic listening, sensitivity, coordination of details, and frequent contact. By maintaining frequent contact and communication with the resident, we decrease the likelihood of mind-changing and back-outs. We work with a network of professionals who are senior friendly and are willing to cater to our clients and the communities into which they are moving (i.e. closing companies, movers, inspectors, insurance agents, financial planners, CPAs, attorneys, etc.). This will lift the burden of the community to find qualified resources especially if the resident is moving from outside the area. By offering complimentary/free home evaluations with no pressure to sell now, prospective residents will have an idea of what their equity will be upon making the move. While we are there, we will validate their choice to move to your particular community. We are a one-stop-shop for family members as they contact you about progress. We will keep you fully informed, as well as the family, so that you and they will have less legwork to do in getting and sharing information. We will be a hub in the relocation process to ensure that you look great in the eyes of the family! Throughout the move process, we will validate the decision made by the client to make the move to. We will help assure them that they made a wise decision and that they will be pleased with their new home. We offer a housewarming party (or collaborate on one you may already do). By having their closest friends and family there, we intend to be able to expose many other potential residents to the community and educate them about the benefits of living at.

3 Our Highest Priorities To make sure our client/your resident gets the best service possible and has the information needed to make empowered decisions. We also want to be available for education, sponsorships, and promotional events, not to mention fun things for the staff! Example Scripts New Resident Mrs. Jones (potential new resident): I would really like to move here, but I have to get my home ready to sell before I can even think about it. : You know, Mrs. Jones, this has been a very common concern for many of the residents who have moved here. As a result, we begun offering a service to our incoming residents that can help you with the details related to your home. We work with professional real estate consultants that will help you to make the best decisions about selling your home, deciding what to keep and what not to keep, and other things that you are going to need to do to make this move to exciting and easy. Once you have met with them, you will be able to make an informed and confident decision. We would be happy to schedule a complimentary appointment for you to meet with them or ask them to call you direct. Which would be best for you? Mrs. Jones: Is there going to be a charge for this? : There is absolutely no charge to meet with them. This is something that we at offer as a free service to our incoming residents. We believe that you should have the benefit of working with highly qualified professionals who know about the details of moving into a community like ours. They will help you through the process, step by step, so that you won t have to worry about anything. If you decide that their services will work for you, you can discuss the details about moving forward with them directly. We have talked with them about all of this, so we know that they are fair and honest and can do a great job for you. We would be happy to schedule a complimentary appointment for you to meet with them or ask them to call you direct. Which would be best for you?

4 Current Resident (house on market, but not selling) Mr/Mrs Jones I am concerned about whether or not I can stay here. I may need to move back into my house. It has been on the market for and it isn t selling. I understand Mrs/Mr Jones that it can be frustrating when your house isn t selling. I have a potential solution before you make your final decision about whether to move back in or not. We work with a professional real estate agent who is willing to provide our residents with a complimentary/free second opinion on what it will take to get their home sold. As we understand it, sometimes the issue can be related to the market conditions and sometimes it can be related to whether or not your current agent is marketing it effectively. This agent/these agents will take a look at what is currently happening with your house and what is happening in the area and give us a full report on what might need to be done to get your home sold. Shall we give them a call right now and make arrangements to get a second opinion? Mr/Mrs Jones I like my current agent and I think they are doing a good job. Of course. I am sure your agent is excellent and this is no reflection on them. The agents that will do the second opinion have no expectation of you changing REALTORS, they just do this service for us because they know that sometimes residents need another opinion. Once they have done some research, they will meet with us together and go over their findings. It is just like when you get a medical opinion and they suggest you have surgery or a major procedure, it never hurts to get another opinion to make sure you have all the information you need to make a good decision. Let s give them a call now and schedule an appointment. Family or adult children of prospective resident Mom really likes it here and we think this community is exactly what she needs. The only thing we need to do is get her house sold first because she will need the money in order to afford the rent/investment/move/etc. We are also concerned about how we are going to be able to get back here and help her. Both of us have full time jobs and this is going to take a lot of time with all her personal stuff and getting the house ready to sell.

5 We completely understand. Because we know that families have a lot on their plates, we have established a relationship with a local REALTOR that can handle a lot of the things that you probably feel like you will need to be here to handle. These agents are not the typical real estate agents. They actually specialize in moves like this. Not only will they be able to help your mom get her house sold, they will handle details related to preparing it for sale. And if you need other resources, these agents have a number of connections with people that can help. Between them and us, you have a whole team of people to rely on to make your mom s move a success. But we are concerned that this is going to be really stressful for mom and she needs us here. It is natural to feel that way. We have seen these REALTORS in action and what we are impressed with is how often they communicate with the family, with us, and with their clients to keep them informed along the way. If they go to see your mom or talk to her on the phone and find that she is stressed or feeling down, they will reach out to you and to us to make sure that we are all aware and can step in if needed. The funny thing about it is that they will probably be your mom s best friends by the time it is all done and your mom will feel happy and have peace of mind about the move. She won t feel like she has placed any burden on you and you can rest at ease knowing she is being cared for. What about the fees? They will do a free initial consultation and find out exactly what you and your mom need and want. Then they will put together an estimate of the expenses for selling the home as well as any other services needed relative to the move. Their commissions are in line with what other agents in the area charge and they are well worth it! Let s schedule an appointment and you can decide for yourselves? Shall I call now or have them contact you directly?

Coaching Questions From Coaching Skills Camp 2017

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