Is Your CRM a Burden or a Benefit? How Can You Make It Work for You and Your Company?

“It’s nine o’clock on a Saturday
The regular crowd shuffles inWall Clock
There’s an old man sitting next to me
Makin’ love to his tonic and gin.”

These lyrics to the Billy Joel song “Piano Man” may resonate with those of us who have had to confront the need to enter our information into our company’s CRM, or customer relationship management tool, before nine o’clock on a Saturday. It just may be way more work than we want to confront during a week when there is so much going on in our communities and in our lives.

So What Are People Saying About CRM Systems?

Say the letters C-R-M to some senior housing industry professionals, and undoubtedly you will get grins or groans. Steve Moran, founder of Senior Housing Forum, a partner, says, “The challenge with CRMs is they often require a lot more work than absolutely necessary.” Some systems require multiple steps just to do the basics to please your manager – your executive director, administrator and/or regional director. Sometimes, you may need to work with your management team to configure your system to work for everyone in your organization.

Getting the CRM to Work for Your Goals

Moran has good advice for anyone in the field: “Try to find a way to like your CRM, because the stuff you don’t like about it may turn out to be good for you. It may take you 10 to 15 minutes to access the system and enter the basics, but later you will say to yourself, ‘I’m glad I did that,’ because you have a sale.” And that feels pretty good on a Saturday when the regular crowd shuffles in.

Is your CRM a cloud-based system? Cloud-based systems offer easy access for everyone in your organization who needs to use the information that anyone provides.
“A lot of the CRM selection dialog involves matching your company’s sales and selling philosophy to the product,” Moran says. “A particular CRM provider may be great for a company’s sales style and philosophy but may not be good for Ops and Finance.” And senior housing companies have unique CRM needs compared to other businesses.

We’re Sharing a Drink They Call Loneliness, but It’s Better Than Drinking Alone

While many of us in the senior housing industry have our gripes with our CRM system, we know it’s something we all need to help us manage our customers. Rest assured, you’re not alone. Join us on Thursday, September 25, 2014, at 2:00 p.m. EDT (11:00 a.m. PDT) to discuss the truth about CRM systems in the senior housing industry. Our panel of experts will include Deborah Howard, founder of Senior Living Smart; Jay Reischl, president of the Technology Division of DEI Sales/Central; and Jayne Sallerson, COO of Sherpa, for a lively discussion of the following questions:

1. Why do you need a CRM?
2. What should you look for when you select one?
3. How can you capture the trajectory of your customer’s decision process?
4. Where are the pitfalls as you integrate it with your daily work?
5. What metrics measure your success?

Our distinguished speakers have been on the front lines, advising, selecting, and implementing CRM systems for companies such as Emeritus, Five Star, Tealwood, Stellar, and others. Learn from their experience!

Space is limited — sign up today!

How to Improve Close Ratios for Internet Referrals

For more than a year, has been listening to your comments and questions about Internet leads.119835038

  • Are these leads screened before you send them to a community or in-home care company?
  • If these leads are screened, what’s the best way to work them?
  • Why does it seem they are all so early in the buying cycle?
  • Why do you send us leads without a last name or a phone number?

We recognize that the confusion for many senior housing and care industry marketers is in identifying the differences between directories and lead-referral companies. Alas, it’s time to bring to light the myths and misconceptions about online referrals to help equip senior care operators with the tools to help improve close ratios for Internet referrals.

All Internet leads are the same, right?

The Internet is a big place,  and it makes sense that all digital leads would be perceived as being the same. But wait! There’s a part of Internet leads that makes them uniquely different from one another: screened leads versus unscreened referrals.

The difference between an unscreened Internet lead and an Internet referral is that Internet leads are accumulated via directory sites and sent out without any screening. An Internet referral has been screened according to your community’s specifications. Internet referrals are therefore expensive to produce. For example, bids on 500,000 keywords every month and invests more than $500,000 per month on lead acquisition. We also spend heavily on fresh content for our website. Internet referrals come from companies such as, A Place for Mom, and, all of which have trained advisors answering phones 24/7 as part of their unique screening processes.

Another powerful myth is that all your company really needs is a great website to generate referrals. Not true. Of course you still need a great website, but getting people to it requires a digital marketing strategy that includes SEO (search engine optimization) and SEM (search engine marketing), plus some great Internet referral partners.

Are Internet referrals without a last name or phone number any good?

YES! In a recent study, found that nearly 15 percent of all Internet referrals that converted to move-ins were missing either a phone number or an e-mail address. In some cases, those leads are missing last names because many online consumers want to protect their privacy. Phone numbers are not given because the consumer may be searching the Web at work during breaks. You can still convert this kind of referral without a last name or email address or phone number to a move-in!

True or false: You never share your pricing with an Internet referral up front.

Let’s talk about it. Is sharing your pricing with an Internet referral partner (or sending it via e-mail) going to hurt your chances of winning a prospect? Another big myth that affects your close ratios is that you should never share your pricing.

Think again. . . . Internet shoppers generally want respect for their time. They see an unwillingness to share a price or a rate as reason to distrust you. “You might lose an opportunity for a conversation with them,” says Katie Roper, VP of sales at “You don’t have to use absolutes when sharing pricing. You can say, ‘Our rates start at $X, but most people pay between $Y and $Z per month,’ or per hour if you are an in-home care company.”

Don’t underestimate your communication strategy when connecting with Internet referrals. Though Internet referrals are different from professional referrals from doctors, social workers, or gerontologists, they are still real people looking for care. Some quick tips:

  •  Get in touch — quickly. Call the Internet referral within the first five minutes and to mention the person and organization that referred you, even in your first voicemail message. For example, “Hello, Mrs. Smith, this is Kathy Jones calling from Avalon Senior Living. I’m calling regarding Judy Johnson, your Advisor from”
  •  Meet in person. Whether it’s a tour or a face-to-face consult (for home care operators), your strategic goal should always be a face-to-face meeting. According to Jeanine Aspen, president of DEI-Central, “The first provider to get a face-to-face meeting with the prospect has a five-times-greater chance of getting them to become a customer,” she says. and Marymount Greenhills: Partnering for Quality Retirement Living

Screen Shot 2014-08-05 at 4.24.52 PM“Sign up today, immediately!” says Navin Walia, executive director of Marymount Greenhills Retirement Center, a beautiful senior care facility located in northern California. Advertising and exposure are an important part of any business model, and when Navin took the step to partner with more than two years ago, he was pleasantly surprised by the quality and commitment he received.  

Quality Service Means a High Return on Investment
Navin originally heard about through a simple phone call. An outreach call by a team member led Navin to create a senior directory listing for Marymount Greenhills and, more than two years later, he remains happy with that decision. He believes that’s annual subscription fee is a big positive, as is the great communication he receives. His membership adviser not only is able to quickly answer any questions he might have but has also been invaluable in setting up a great listing for his facility. Navin really did not have to do much work at all in creating his listing; the team took care of most details for him and his facility. He is also happy with the way has maintained his directory listing and is pleased he does not have to do much work on it.

Quality Prospects and a Speedy Response Brings Move-ins to the Door
While other forms of advertising might lead a potential resident to hear about a retirement community but go nowhere,’s leads are of substance. Navin says that valuable leads, especially in the past few months, have led to tours and, ultimately, new clients. Within a month of receiving information from, potential residents and their families come to tour Marymount Greenhills. Navin makes sure to ask them how they heard of his facility, and they reply, “!” Most take the step to become a part of his community and move in within the month. Navin believes that Marymount Greenhills’ “care, quality, and pricing” are what ultimately make people want to move in, but is what brings them to his door.

Stand-out Communication and Quality Assurance From an Advisor
Navin stands by the quality work and commitment has for his facility. He enjoys the ease of an annual subscription instead of monthly fees or pay-by-lead fees. Each senior care directory listing has its own membership advisor, and Navin is extremely pleased with the communication and attention his advisor pays to his facility. He encourages anyone who is considering partnering with to do so. He could not be happier with his decision. 

From Stone Age to Digital: The Evolution of Senior Care Leads

Ten years ago, before smart phones, tablets and social media changed the world, senior housing and home care companies found 80% of their leads and move-ins coming from B2B professional referral sources – physicians, hospital case managers and discharge planners, physical therapists, financial managers, realtors, 55+ communities and senior centers. The other 20% came from B2C marketing and communications – street signage, advertising in the newspaper, directories and the Yellow Pages, special events, newsletters – plus word-of-mouth from friends and families of residents, and walk-ins.


Digital Selection and the Rise of the Internet Lead

The growth of the Internet and digital technology has dramatically changed the industry’s marketing mix, especially how companies get new leads. In much the same way we began using Priceline, HotWire, and Kayak to search travel deals and how we learned to research features and pricing online for the new cars we want to buy, we are now vetting our loved ones’ senior care possibilities via the Internet. Some leads still come from professional referral sources; but many, if not most, are now coming from the Internet.

How Do Internet Leads Differ from Traditional Referral Sources?

1. The lead, generally a Boomer woman who, as an adult child decision-maker, has done extensive research online and narrowed down a field of possibilities that may or may not include you.

2. She may be at one of four stages in the consumer buying cycle:

  • Considering future options for an aging loved one.
  • Experiencing behavior changes in a loved one who needs more care.
  • Dealing with a serious health diagnosis.
  • Needing care within a few weeks, days or hours because of an event involving a loved one — perhaps a fall, a fractured hip, a stroke or memory loss that causes wandering away from home.

3. She has researched her options without speaking to a doctor or hospital case manager, let alone anyone at your company.

4. She is hard to reach via phone and prefers communicating by email or text.

5. Because she is researching more than one Independent Living, Assisted Living, or Memory Care community or Home Care company, and she is likely interacting with online directories and referral sources, your sales cycle may seem longer now. And then again, maybe it’s not.

Will Internet Leads Progress?

According to a 2013 study by Ipsos and Google about reaching Boomers and seniors online, 83% of Boomers and seniors go to the Internet to learn about a topic of interest and 57% are now shopping online. Boomers and seniors were late adopters of mobile technology however today 60% have used a tablet to seek information and 58% have sought information via a smartphone.

Boomers are also making purchases via mobile apps — 40% have bought something with a smartphone and 49% made a purchase via tablet.

News flash: Your consumer is using the Internet to learn about and eventually purchase the things she needs. Senior care is one of the things she may need. Digital is now a primary ingredient in a successful marketing mix.

Survival of the Quickest: Use Phone, Text, and Email to Lock in Leads

Digital referrals do behave differently than referrals from the hospital or rehab because they are generally not faced with an immediate need to move.  Not every senior housing community can rely solely on hospital case managers and discharge planners to fill their census. Internet leads are viable but you simply can’t handle them the same way you handle walk-ins and professional referrals.

A quick response to the lead, aka “speed to lead” via phone, text or email is extremely critical. It may take three or four contacts to reach them, so sticking with communication outreach is also important. And finally, your sales team will take good advantage of their Internet leads, moving them through the system to move-ins, if and when they are fairly measured and compensated for their efforts.

Finding Senior Care: More are Searching and Vetting Services Online

181394626As a senior care operator, a major part of your business is finding new leads each month — most likely through multiple sources to meet your goals: e.g., your website, residents’ family members, professionals, third-party websites.

But how are consumers finding YOU?
In our most recent survey, we found that only 15% are typing in the actual name of a senior living community and 73% start their search with a general term.

How you can help consumers find and vet your community?

1. Don’t ignore third party websites and directories.
Finding senior care is increasingly shifting to online sources. That means consumers are searching for care using general search terms and being funneled into third party websites and directories in their quest to find care. Addressing your customers’ questions and managing your reputation online will help your business adapt to the growing need in your region.

2. Continually add new content and information on your community’s website.
Once people find you through general search terms, they want to see how you present yourself on the Web. Keep content on your website fresh and up to date to keep visitors coming back.

3. Encourage prospects to talk and ask questions.
56% said over-the-phone recommendations from a Family Advisor were important in their decision for choosing senior care. Be sure third party websites, like, have recent information and reviews so that your reputation on the Web is good and ready for new clients.

Look closely at the data from our 2014 survey results on reviews and senior care and learn how you can help consumers find and vet your community when they’re searching for senior care.

What do our survey results reveal?
* Survey open: April 22 – May 7, 2014. Processed by Pretell Market Research.

2,274 = Total number of survey respondents
60%  Searched for senior care on the Web

Of the people who searched for Senior Care on the Web, this is how they conducted their Web search:

  • 15% searched on the community name and went straight to the website
  • 21% searched on a general term and started with a directory/comparison site
  • 23% searched on a general term and worked down
  • 29% searched on general term and started with a known name
  • 12% don’t remember the specifics of their search

81% went to the website of a specific operator once they found them via general search.

  • 39% wanted details on the community
  • 28% wanted general information on senior care
  • 7% wanted testimonials from residents
  • 7% wanted contact information for a community

** Tip: Make sure your website is easy to understand and kept up-to-date with correct information about your community.

Most important factors in choosing Senior Care providers

  • Location
  • Cost
  • Reputation
  • Services and amenities
  • Staff

Why does this matter to you, (the senior care operator)?
Consumers are using multiple sources to find and vet senior care.

Who has the most dependable information about Senior Care?

  • 78% The company’s customers
  • 73% My trusted circle of family and friends
  • 68% Professionals (GCMs, doctors, social works, etc.)
  • 54% Neutral review websites
  • 26% The company itself

61% of respondents have read Senior Care reviews online.

Breakdown of trustworthy sources for Senior Care reviews:

  • 43% Senior Care review websites (,
  • 23% Individual community/home care agency website
  • 19% Other
  • 10% General review website (Yelp, Angie’s List)
  • 6% Social websites (Facebook, Google+)

**Past research has shown that listings with reviews get 14 times more leads than those without.

71% used a directory or recommendation service (like because they mainly wanted:

  • General information
  • Communities appropriate for their situation

Want the full survey results? Contact Shannon Ingram, VP of Industry Marketing at or (415) 320-8535

5 Ways to Help Make Your Directory Listing Attract Great Prospects

1. Reviews! Reviews! Reviews!woman_typing

Reviews matter. For example, today’s savvy consumer is likely to use Trip Advisor or Kayak when shopping for travel. Likewise, according to research, consumers are influenced by reviews of senior housing communities and home care companies. A listing with one or more reviews is 14 times more likely to convert to a lead than one without a review. Seek reviews from your residents, customers and family members and have a plan to include them with your listings.

2. Pay attention to your star rating.

Consumers will pay attention to your star ratings! Consumers search by reviews and by the number of stars attached to your listing. If there are no stars, a consumer wonders why you are not rated and may drop you from their contact list.

3. Show off unique features of your community.

Think about the features that set you apart from your competitors — a mountain or water view, koi ponds, pets, a miniature train, a soda fountain. Descriptive words about unique features can drive readers to contact you.

4. Add quality photos.

For directory listings, a well-staged photographic tour of your community drives better listing results than photos of smiling residents and their family members.  An adult child decision-influencer seeking options for a loved one’s housing is more likely to respond positively to an empty room than a room with one or more people in it.  A 2008 study by direct marketing agency, Millennium, found that 55% of people over 50 believe that advertising treats them in a patronizing manner. A Boomer woman making a decision to move her mom into a community is likely to be more attracted to a beautiful space without people in it because she is able to picture her mom in it. A photo of a space with smiling older people in it may seem “unreal” and evoke negative emotions.

5. Include starting rates.

Conventional wisdom in the senior housing and care professions has been to keep rates out of a listing. However, your lead will be more likely to convert if you simply publish your “starting rates” (as opposed to all of your rates) in your directory listing.


PDF Version: 5 Ways to Help Make Your Directory Listing Attract Great Prospects

Shannon Ingram is VP/Industry Marketing at, the web’s #1 source for senior care reviews. We help families find information, support, and local services to help with their caregiving journey. We also help senior service providers connect with the families who need them. You can reach Shannon at or (415) 320-8535. and Cura Care: Partnering for Quality In-Home Care Services

Cura Care LogoWhen Frank Klan, founder of Cura Care, decided to upgrade his marketing strategies, he turned toward the Internet to search for referral sources. Stumbling onto Caring. com’s website, Klan saw a new way to help market his business. Klan is “a cautious person” and, being someone who thoroughly researches before making any big business decisions, he took the time to figure out what was all about. After talking several times to Membership Advisors and learning what beneficial marketing strategies offers, he decided to partner with Since making that decision, Klan is completely happy with it and says he is a “customer for life.”

Providing Optimal Customer Service for Directory Members

Customer service is a big part of why Frank Klan is so happy with With other Internet referral companies, it would sometimes take weeks to hear back from a representative. Klan says he always receives prompt replies to his questions from, however, and he never feels like his business is not important to the representatives there. He loves the phone call interactions and the personal attention he receives. He had help designing his directory listing and says the client reviews on his listing are a huge bonus. For him, it is very important to have what clients are saying about Cura Care on his listing, but he doesn’t always have the time to reach out and get reviews. He “really likes how calls individual clients and phone interviews them for reviews” on his listing. That’s just one more reason why Klan says he is “very happy with his experience with”

Tech-Savvy Tools Bring Faster Leads

In Klan’s opinion, what sets apart from other companies — besides customer service — is technology. Before partnering with, Klan had marketed Cura Care with other Internet referral companies. Most often, leads would take days to make their way to his desk, and, a lot of the time, those leads were not very reliable. What Klan loves about is the way in which leads are almost instantly brought to his attention. Fast-paced technology enables him to receive alerts on his smartphone when someone wants more information on Cura Care. Klan can then reach out to that possible new client within hours instead of days. He also says they are reliable referrals of clients who are truly interested in finding out more about Cura Care.

A Yearly Membership Will Pay for Itself in the First Quarter

On the more practical business side of his partnership with, Klan believes the ease with which membership with is paid makes it a more convenient business decision. Paying one yearly membership fee is easier than paying monthly dues. He also feels that after having his business with for only three months, the number of referral leads he has received has already more than paid for his membership fee. He has received eight referrals for new clients so far, and that is strictly from his directory listing. “It is well worth the money,” he says.

A Partnership That Provides All-Around Marketing

Frank Klan is a genuine endorser of and the Senior Care Directory because of the personal experience he has had with these services over the last few months. He has stopped all outside marketing, because everything is taken care of already with and his listing. He sees a continued future with and is ready to tell everyone about it – he even wants prospective members of Caring. com to call him! While just beginning to reap the benefits of partnering with Caring. com, Klan sees continued success and could not be more pleased with his decision to list with

About Cura Care Home Health

Cura Care Home Health is a leader in medical and nonmedical care. Staff is bonded, insured, drug tested, background checked, CPR certified, and TB tested. They assist clients with activities of daily living. Cura Care GPS- verifies that staff is on time, and the site’s online family portal. They have been a featured provider in the customer since December 2013 and are located in Mason, Ohio. and New Hope Valley: Partnering for Quality Assisted Living Services

newhopevalleyALRumi Shahzad, part owner at New Hope Valley Assisted Living Saginaw, Michigan, truly believes in the philosophy that each person’s life is a unique journey. He and the team of dedicated professionals who own New Hope Valley believe that life does not have to stop once a person has moved to an assisted living community. They want their residents to continue to live fulfilled lives. In an attempt to learn more about providing top-quality care to residents, Rumi researched and went to national trade show events. A meeting with at a trade show and a follow-up phone call by a member of the team later started Rumi, New Hope Valley Assisted Living, and on a lasting partnership.’s Online Reviews Are the “Key Difference” Among Other Referral Agencies

There are many things about the website and membership with that Rumi feels are invaluable. For one, online reviews make stand out among other referral agencies, in Rumi’s opinion. “It is the key difference,” he says. One of the main reasons Rumi has been very happy working with is because he believes testimonials from residents and family members about their experiences with his facility help potential clients see New Hope Valley’s true character and attributes. Anyone can write a positive write-up of their own business, but to have personal evaluations from clients makes the reviews authentic.

Great, Trustworthy Marketing at a Reasonable Cost

New Hope Valley Assisted Living hasn’t had to do a lot of marketing outside of their listing with Rumi believes that provides great, trustworthy marketing at a reasonable cost. With’s one-time yearly membership fee, more money can be spent on making a better quality of life for residents than on many different marketing avenues. Other facilities spend more money on marketing with the same result as one membership with Rumi and his team have been able to use their money in more direct ways, such as paying for enrichment programs and a highly popular community dinner event with the families and friends of residents.

Reviews Help Inform Prospective Clients About Their Options’s Senior Care Directory can also be a great tool to use in discussions with potential residents and their families. Rumi likes to reference and encourage prospective clients to go online and check out reviews of his facility as well as others. He wants people to be well informed on every decision they make for themselves and their loved ones. New Hope Valley Assisted Living’s website even has a link directing online research about assisted living to’s website. Brings New Business and Creates a Reliable Feedback Loop With Customers

“I highly recommend it, with no reservation,” says Rumi. He believes his facility’s partnership with has brought in more business and also improved the quality of life at New Hope Valley Assisted Living. He encourages anyone who is trying to decide whether to partner with to see it not only as a place for families to leave reviews for other prospective residents but also as a tool to improve facility management and workings. He advises signing up with, “if for no other reason than to create independent feedback so you can improve your business.” He would love to talk to anyone about his positive experience with

About New Hope Assisted Living
New Hope offers a wholesome assisted living alternative in a brand-new, 27,000-square-foot, state-of-the-art community spread over ten acres. Its mission is to create an energetic yet safe and comfortable environment. We honor the security, independence, and dignity of our residents. We believe that each person has his or her own panorama of rich life experiences, and a nurturing environment will celebrate the continuation of this panorama.


The Best Senior Living Communities in America: The Caring Stars of 2014

Best Senior Living Caring Stars MemeMore than 400 assisted living and memory care communities in 38 states — the top 1% nationwide — have been honored for service excellence in the annual Caring Stars award program. This special distinction was the first of its kind in the senior living industry, using ratings and reviews from residents, families, and senior care experts on to identify the best communities. The program is now in its third year and was recently recognized in the 2013 National Mature Media Awards for serving the informational needs of older adults.

More than four years ago, was among the first websites to offer senior care reviews. We saw the opportunity to use real reviews from real people to help families find the best senior living communities for their loved ones. We now know that assisted living and memory care listings with reviews get more leads: 14 TIMES more leads than listings without reviews. We also know that listings with the Caring Stars badge get more move-ins: 13.7% more move-ins than listings without the award!  

See who won this year: Caring Stars of 2014

To qualify, communities had to have met the following criteria:

  • Three or more reviews from December 1, 2012 – December 1, 2013; at least one of those reviews having with the highest rating of five stars
  • An average overall rating (across all reviews on their listing) equaling greater than 4 stars
  • No unresolved negative reviews reread and reexamined the validity of every review on each finalist’s listing, reconfirmed other data on each listing, and did our best to determine that the communities truly deserved this prestigious and rewarding distinction.

Some of the Ways Caring Stars Are Celebrated
Each year, Caring Stars communities are:

  • Profiled in local and business press
  • Promoted on the website and social media
  • Discussed in senior housing referral calls with our Family Advisors
  • Given certificates for their lobbies and award badges for their websites and marketing materials
  • And more!

Among the winners featured in their local newspapers so far this year:

Some trade press also highlighted winners, including Senior Housing News and the Assisted Living Federation of America (ALFA).

Winners have been showcasing the Caring Stars honor on their social media profiles and websites, too:

With so many listings and so many reviews on, we launched the Caring Stars program as a great way to help families narrow their choices to the best of the best and quickly find the right assisted living or memory care community for their senior loved ones. Each year since we started, the winner list has organically grown, and the excitement and positive outcomes from the award have grown as well.

Why Online Reviews Are So Valuable

Over the last few years, there have been many studies across different industries that have highlighted the importance of online reviews and the impact they’re having on consumers’ search and purchase process. Online reviews are considered “earned media” or organic publicity, and for 92% of consumers globally, this word-of-mouth information is significantly more valuable and more trusted than the marketing and advertising information presented about products and services. Online reviews are also directly impacting purchases: 80% of consumers report that they’re more likely to buy a product when they can find and read reviews about it.

In recent research conducted, 60% of family caregivers indicated that they used the Internet in researching senior care service providers, and two-thirds took to the Web after noticing signs of memory loss in a loved one. A combined 94% of family caregivers reported that they found online reviews to be trustworthy and helpful to their search for senior care providers, and only a small minority of 6% tended not to believe this online word-of-mouth.

Online reviews provide firsthand experiential insights that are not only helpful to the family caregivers and seniors visiting but are also being used by Caring’s family advisors during calls with adult children and seniors seeking assisted living. Family advisors read reviews from Senior Care Directory listings during calls and also mention the Caring Stars award and what it means about the quality of the winning community’s services, when they are making senior living referrals and scheduling tours matched to the caller’s needs and preferences.

Congratulations to all of the Caring Stars winners for earning high praise in reviews on!

More information about the program, and winners from years past, can be found in the Caring Stars info center on

Winners: If you have questions about the marketing materials and special promotions for your award, please do get in touch with the team. We also invite you and your staff to take a photo with your framed lobby certificate and send it to us for sharing on our social profiles.

Online Reputation Management: Tips for Senior Living Providers


Residents and their families expect senior living providers to deliver high-quality services at communities that provide excellent care for individuals going through some of the most difficult transitions life has to offer. Even if you do everything right, the families you serve aren’t always happy, and they’re increasingly sharing their viewpoints on social networks and online review sites.

Whether positive, negative, or in between, this online word-of-mouth is changing the way families search for senior living communities. Savvy senior living providers are taking an active role in monitoring and managing their online reputations. Why? Providers with reviews are getting more leads than those without reviews, as consumers actively seek out the firsthand opinions of other families before making a decision about moving their own loved one into the community.

With this in mind, last month presented an exclusive Online Reputation Management webcast for senior living providers in collaboration with Thanks to everyone who attended!

Because this topic is so important to the success of your business, we worked with to create a special kit you can distribute to your executive leadership and marketing teams. It includes best practices that were shared in the webcast, including a one-pager focused entirely on reviews:

We’d love to hear your feedback about the Online Reputation Management webcast and/or the kit. Please add a comment or contact’s team.


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