You can do everything right, but one misstep could mean your chocolate souffle falls before you ever get to serve it, wasting all of the time, money, and effort that went into creating it.
Some turnover is inevitable, but communities may get too many move-outs if things aren’t done correctly.
Like understanding the methods for maintaining a souffle, you need to understand what it takes to get someone from an MQL to a resident.
First, track the following:
- MQL to SQL
- SQL to opportunity
- Opportunity to move in
That way you’ll know how well your prospects are converting from one stage to another. Then it’s all about understanding the cost of each acquisition and benchmarking your own metrics, including retention.
If you’re doing a great job of converting them to residents, but they’re moving out after a short time, your community just spent a lot of money for nothing.
Some of the top factors that can improve overall satisfaction include:
- Transparent communication with residents and family
- Truly enriching programs for the mind, body, and spirit
- Virtual family programs so everyone stays connected
- Responsiveness to feedback and concerns
To ensure that your residents and their families are well connected to your community, create frequent two-way communication. Provide regular newsletters and solicit feedback through surveys and interviews. Then, you can gauge if you’re meeting residents’ needs and make appropriate adjustments.
Keeping residents and their families happy can seem as delicate as creating a chocolate souffle, but if you stay connected and prepared, you’ll get crowd-winning results.