Respond in minutes
Families often contact several communities at once. Route every inquiry to a person immediately, with alerts and a backup if the first person does not respond. Track speed to lead as a core metric.
Ask better discovery questions
- What prompted the search now?
- What help does your loved one need day to day?
- Who else is involved in the decision?
- What timing are you working with?
- What matters most in a community?
Personalize the tour
Show what the family told you matters. If they asked about dementia care, spend time with the memory care team. If they worried about meals, have them eat there. Send a short recap afterward.
Follow up on a schedule
Decisions often take weeks. Use a defined cadence of calls, emails, and texts with consent, each adding something useful: an answer to a question from the tour, an event invitation, or a resident story.
Measure by source
Track inquiry-to-tour and tour-to-move-in by source. A cheaper lead source that rarely converts can cost more per move-in than an expensive one that does.