Each year, as part of our annual Caring Stars award program honoring the best senior care providers nationwide, we take a look at which states have the most winners — and thus, have the most positive consumer reviews about senior living services offered in that state. California has been in the top 5 every single year since the program began in 2012, and the Caring Stars of 2017 list is no different.
California has 55 senior living community winners among the Caring Stars of 2017 — and is the most highly rated state for senior living (second place is Texas with 34 winning communities), according to family caregivers, senior residents, and others visiting these communities. The majority of winning communities in California (69%) received top praise for their assisted living services, while 13 of the winners were independent living communities, and 4 won in the memory or Alzheimer’s care category.
Which county in the state has the most of the popular senior living communities?
Los Angeles County tops the list with 9 local senior living communities earning the Caring Stars 2017 consumers’ choice award (listed alphabetically):
- Atria Rancho Park in San Dimas, CA
- Belmont Village Burbank in Burbank, CA
- Brookdale Antelope Valley in Lancaster, CA
- Brookdale Monrovia in Monrovia, CA
- Bridgecreek in West Covina, CA
- Rancho Village in Palmdale, CA
- Fair Oaks by Regency Park in Pasadena, CA
- Hollenbeck Palms in Los Angeles, CA
- Sunrise of Playa Vista in Playa Vista, CA
Other counties in California that had the most Caring Stars of 2017 include: Orange County (7 communities), Riverside and Sacramento Counties – with 5 communities each, and El Dorado County, which had 4 winning communities (all 4 owned and managed by Eskaton).
To qualify as a Caring Star of 2017, these highly rated senior living communities had to:
- Have 10 or more consumer reviews on their Caring.com listing, with an overall average rating of 4.5 or higher (on a scale of 1 to 5);
- Receive 3 or more reviews between October 1, 2015 – September 30, 2016, including at least one that was posted during 2016 and at least one that had a 5-star rating; and
- Respond to every negative review they had ever received on Caring.com.
See the full list of senior living communities who earned the Caring Stars 2017 award, and please join us in congratulating and celebrating these senior care providers for a job well done!
Walt Disney once said, “Do what you do so well that they will want to see it again and bring their friends.”
If you’ve visited Disney World or Disneyland, you can witness the realization of the exceptional experience Walt Disney envisioned; the attention to detail is unrivaled among theme parks. Though running a successful home care business is no trip to Disneyland, like the world-famous theme park, it’s the behind-the-scenes preparations and coordination that enable an exceptional client experience.
A world-class customer experience also requires that you have a solid understanding of your clients, their needs, and their satisfaction with your services. Do you know if your clients are highly satisfied?
The Impact of Happy Clients on Revenue
In a survey conducted by InfoQuest, the results showed that when customers are “totally satisfied,” they contribute 2.6 times as much revenue to a company compared to customers who are only “somewhat satisfied.” When compared to “somewhat dissatisfied” customers, the “totally satisfied” contribute a shocking 14 times more revenue.
Are you taking the necessary steps to ensure your clients are totally satisfied? It’s critical that you have a method for measuring satisfaction and gathering feedback so you know exactly where you fall short of providing an exceptional experience.
At Home Care Pulse, we specialize in gathering all types of satisfaction scores and feedback for home care businesses and performance benchmarks for the home care industry as a whole. Analysis of this data, published in the 2016 Home Care Benchmarking Study, also confirms the impact satisfied clients have on revenue. In 2015, home care businesses with clients who averaged at least 14 months of service earned a median annual revenue of $2,100,000—nearly $850,000 more than businesses with clients who stay for 1-13 months. Happy clients stay longer and have a dramatic impact on revenue.
Earning Referrals from Your Happiest Clients
Happy clients don’t just stay longer. They are also more likely to provide you with referrals.
Businesses with clients as their top referral source see revenue that’s 23% higher according to data from the 2016 Home Care Benchmarking Study. When you receive referrals from happy clients, they will already have a certain level of trust inherited from your existing client. This trust helps you set off on the right foot and ultimately leads to increased revenues.
But referrals won’t usually come your way on their own. You need to ask for referrals, and not only that, you also need to ask for referrals from the right clients.
Leveraging Your “Promoters” for Referrals
We encourage those involved in the Home Care Pulse Satisfaction Management Program to utilize their monthly reports to identify and reach out to “promoters.” These are clients who respond with a score of nine or ten when asked the question, “How likely are you to recommend services from this home care business?”
However you decide who you’ll ask for referrals, be sure to do it often. If you are dedicated to providing a great experience for your clients, you’ll give them all the more reason to talk more about how happy they are, and you’ll earn more referrals. When we look at the data collected hundreds of thousands of satisfaction interviews performed with clients across North America, we found that for 82% of clients, their business was earned by recommendations from others and the businesses overall reputation.
Your track record for providing top-notch care to your clients can be one of your greatest assets for marketing your home care business. Do you have the necessary systems in place along with a strategy for making sure your clients are satisfied with the care they are receiving?
Provide an Exceptional Experience
The private duty home care market continues to grow year after year, and with continued growth comes increased competition. The importance of providing an exceptional client experience can’t be understated. Be assured that there are no shortcuts and that each aspect of your client experience must be built and perfected piece by piece over time.
Also, remember that it’s unrealistic to expect that you’ll keep your entire client base totally satisfied. Even great companies have some unhappy customers. What matters is their dedication to exceptional service.
For each successful caregiver shift completed there will be efforts and coordination your clients may never be aware of behind the scenes. Though these efforts may go unseen or unrecognized directly, you’ll be able to reap the rewards of happy clients and they might even bring their friends.
About The Author: Erik Madsen
Before joining Home Care Pulse as chief operations officer, Erik spent 18 years working with a global consumer products company covering sales, marketing, customer support, and operations. He joined Home Care Pulse after a friend told him that it was a fast company focused on serving people. Erik has a master’s degree in business management from Idaho State University, and he loves using his knowledge and experience to help others succeed and organize chaos into functioning systems and processes. Outside of the office, Erik enjoys spending time with his wife and children, coaching youth sports, hiking, and gardening.
- They Never Call Me Back — Tips for Engaging Internet Leads for Home Care
In this new series on our industry blog, we’ll highlight some of the many wonderful professionals we have in the role of family advisor at Caring.com — who are helping families and older adults find the best match for their senior care needs.
Caring.com family advisor, Howard Ladron is known for being smart, professional, and compassionate. He consistently meets consumer requirements, provider expectations, and company goals — bringing to his position a mix of sales skills, business sense, industry knowledge, hard work, and compassion.
In his words, from a recent interview:
Howard most enjoys the feedback he receives from people he’s been able to help. “I do not look at this as a job. It pays the bills, but what it is to me is an opportunity to really make a difference in people’s lives.”
He engages senior care searchers through honesty and transparency. “I make people feel they matter and that someone is there to listen and help them. Doing this, you will immediately begin building trust and integrity. Being a great listener broadens my perspective, and that helps in discovery. This will uncover the underlying purpose for their call. I ask relevant and thought-provoking questions that lead to a solution. I engage with empathy, genuineness, and positive regard.”
Howard stresses the importance of taking tours of senior living communities. “Everyone tours the community they move into. I am doing them a disservice by not advising them to tour, experience a community, and speak to someone who is able to complete their pursuit…If I do not ask my client to tour, they may never discover a higher quality of life…I help people envision themselves in a community and the benefits of being there.”
Get to know more folks from our senior housing and in-home care referral team: Sign up for our free webinar in November, “Ask Me Anything: A Town Hall for Caring’s Directory Clients”.