Ratings & Reviews
Is your community's online reviews profile helping or hurting your ability to attract and convert new customers? How well are you responding to online reviews?
Consider this scenario (while illustrative, still common in real-life too):
"Best Assisted Living has been such a blessing. Dad hasn't been this active and happy in years", said Mary. This glowing word-of-mouth recommendation came at a crucial time for Susan, who was in the process of looking for the perfect community for her mother.
Later that evening, Susan went to her laptop to explore The community further. She imagined her mom participating in community activities, making new friends, and enjoying her days in a caring environment. However, as Susan began to sift through the online reviews, her optimism waned. Amid a healthy amount of positive feedback, she couldn't help but notice several less-than-stellar reviews. Critiques on meal quality, staff responsiveness, and community maintenance peeked through.
But what truly gave Susan pause was not the existence of these criticisms; it was the silence that followed them. No replies, no reassurances, no signs of proactive engagement from The community's team. This lack of response stood in stark contrast to the vibrant, caring community Mary had described. Could it be that the issues raised were not taken seriously?
Susan's heart sank. The decision to move her mother into a senior living community was not just about finding a place with a good reputation; it was about finding a place that felt like home—a place that cared enough to listen and respond to its residents' needs and concerns. The unanswered reviews cast a shadow of doubt over the community, making Susan question if her mother would truly be heard and valued there.
As she continued her search, Susan came across another community. Despite a few mixed reviews, each one had been met with thoughtful replies from the community team, acknowledging the feedback and outlining steps for improvement. This open dialogue, this commitment to transparency and care, resonated with Susan. It wasn't about being perfect; it was about being present, being attentive, and striving to be better.
The contrast was stark. While Mary's personal recommendation of the community held weight, the silence in the face of criticism online spoke volumes. In the end, Susan realized the importance of a community that not only celebrated its successes but also openly addressed its challenges. A community's willingness to engage, to listen, and to evolve became the guiding light in her decision, leading her toward a place where she felt confident her mother would be not just cared for but truly heard.
This story, while a blend of imagination and reality, underscores a vital truth for families navigating the complex world of senior living: the power of responsiveness.
In today’s digital-first world where online reputations can significantly influence decisions, the value of acknowledging and responding to your reviews cannot be overstated. It's a reminder that, beyond amenities and accolades, the heart of your community is reflected in how you respond to your residents' voices, ensuring that every concern is a step toward creating a more personalized and attentive experience.
Let’s take a quick look at 5 tips to help you engage more deeply with current and prospective families, learn from their feedback, and showcase your community's commitment to excellence and care.
Being informed about new reviews is crucial for managing your community's reputation effectively. This proactive approach enables you to address feedback—whether it's praise or criticism—promptly, ensuring your community's image remains positive. In the digital age, reviews can appear anywhere, from Google and Facebook to industry specific sites like Caring.com. Manually tracking all these platforms is not only challenging but time-consuming.
Enter reputation management platforms like SAVANT. We streamline the process by aggregating reviews from numerous sites into a single dashboard, equipped with timely notifications. This not only simplifies monitoring but also empowers you to respond quickly and thoughtfully, turning potential issues into opportunities for improvement and positive engagement.
What if a prospective family visits a review site like Caring.com today and sees a few negative reviews about your community that don’t have responses? This isn’t a good look and could potentially push them to a competing community. Showing potential residents and families that you're actively engaged by acknowledging and responding to your reviews shows you cae about your residents and respond to issues in a timely manner.
With Caring.com, responding to your reviews is equally as important - especially any negative reviews. The Caring Stars program disqualifies communities from receiving the prestigious award if the community’s Caring.com profile has any negative 1-star and two-star reviews lacking published responses - encouraging the importance of timely, thoughtful replies.
Pro Tip: Designate a team member who is trained on how to respond to reviews. If nobody is assigned to this important task, then nobody is accountable for it.
Acknowledging a review publicly is just the first step. For non-anonymous feedback where specific issues are raised, moving the conversation offline shows a genuine commitment to resolution. Remember, the moment a review is posted, the clock starts ticking - a whopping 93% of consumers expect a business to respond to their reviews!
Prompt outreach not only demonstrates your community's dedication to service but also conveys a deep respect for the resident's experience.
Thank them for their review, empathize with any issues expressed, and provide resolutions. Not only does this make them feel heard and valued, it also creates loyalty, can increase length of stay, and drive referrals - hello wait list!.
Pro Tip: Caring.com doesn’t publicly date your response (nor alert the reviewer), so it’s never too late to respond to the older reviews on your Caring.com listing to be considered for their Caring Stars award.
Every review, whether glowing with praise or pinpointing areas for improvement, can be a treasure trove of insights. Embrace these perspectives as invaluable opportunities for growth. Whether the feedback applies broadly across your community, pertains to a few residents, or addresses the experiences of just a single resident, each review can hold a key to elevating the resident experience.
Actively involving your team in the review process is crucial. Share both accolades and criticisms, fostering an environment where feedback fuels progress. This open approach not only cultivates a sense of pride and accomplishment in what you're doing right but also instills a collective responsibility to address and learn from any shortcomings.
Sharing your community's reviews is a powerful strategy to build trust and attract prospective residents. Highlighting positive feedback on your website and social media reassures families that they are making the right choice. This can significantly increase the likelihood of in-person tours, directly contributing to higher occupancy rates.
With SAVANT’s website widget - built exclusively for senior living communities, sharing your Caring.com and other online reviews can be as easy as installing a simple line of code on your website. This widget not only streamlines the process of showcasing reviews but also ensures that your community’s achievements and the quality of care are front and center for all site visitors.
We hope you find these tips to be helpful and you're inspired to elevate your online reputation!
To learn more about review alerts, response tools, and showcasing your Caring.com reviews on your website and social media pages, please visit SAVANT or email me.
Editor’s note: Caring.com also recently hosted a review response webinar with SAVANT tips and more.
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Ratings & Reviews
Is your community's online reviews profile helping or hurting your ability to attract and convert new customers? How well are you responding to online reviews?
Consider this scenario (while illustrative, still common in real-life too):
"Best Assisted Living has been such a blessing. Dad hasn't been this active and happy in years", said Mary. This glowing word-of-mouth recommendation came at a crucial time for Susan, who was in the process of looking for the perfect community for her mother.
Later that evening, Susan went to her laptop to explore The community further. She imagined her mom participating in community activities, making new friends, and enjoying her days in a caring environment. However, as Susan began to sift through the online reviews, her optimism waned. Amid a healthy amount of positive feedback, she couldn't help but notice several less-than-stellar reviews. Critiques on meal quality, staff responsiveness, and community maintenance peeked through.
But what truly gave Susan pause was not the existence of these criticisms; it was the silence that followed them. No replies, no reassurances, no signs of proactive engagement from The community's team. This lack of response stood in stark contrast to the vibrant, caring community Mary had described. Could it be that the issues raised were not taken seriously?
Susan's heart sank. The decision to move her mother into a senior living community was not just about finding a place with a good reputation; it was about finding a place that felt like home—a place that cared enough to listen and respond to its residents' needs and concerns. The unanswered reviews cast a shadow of doubt over the community, making Susan question if her mother would truly be heard and valued there.
As she continued her search, Susan came across another community. Despite a few mixed reviews, each one had been met with thoughtful replies from the community team, acknowledging the feedback and outlining steps for improvement. This open dialogue, this commitment to transparency and care, resonated with Susan. It wasn't about being perfect; it was about being present, being attentive, and striving to be better.
The contrast was stark. While Mary's personal recommendation of the community held weight, the silence in the face of criticism online spoke volumes. In the end, Susan realized the importance of a community that not only celebrated its successes but also openly addressed its challenges. A community's willingness to engage, to listen, and to evolve became the guiding light in her decision, leading her toward a place where she felt confident her mother would be not just cared for but truly heard.
This story, while a blend of imagination and reality, underscores a vital truth for families navigating the complex world of senior living: the power of responsiveness.
In today’s digital-first world where online reputations can significantly influence decisions, the value of acknowledging and responding to your reviews cannot be overstated. It's a reminder that, beyond amenities and accolades, the heart of your community is reflected in how you respond to your residents' voices, ensuring that every concern is a step toward creating a more personalized and attentive experience.
Let’s take a quick look at 5 tips to help you engage more deeply with current and prospective families, learn from their feedback, and showcase your community's commitment to excellence and care.
Being informed about new reviews is crucial for managing your community's reputation effectively. This proactive approach enables you to address feedback—whether it's praise or criticism—promptly, ensuring your community's image remains positive. In the digital age, reviews can appear anywhere, from Google and Facebook to industry specific sites like Caring.com. Manually tracking all these platforms is not only challenging but time-consuming.
Enter reputation management platforms like SAVANT. We streamline the process by aggregating reviews from numerous sites into a single dashboard, equipped with timely notifications. This not only simplifies monitoring but also empowers you to respond quickly and thoughtfully, turning potential issues into opportunities for improvement and positive engagement.
What if a prospective family visits a review site like Caring.com today and sees a few negative reviews about your community that don’t have responses? This isn’t a good look and could potentially push them to a competing community. Showing potential residents and families that you're actively engaged by acknowledging and responding to your reviews shows you cae about your residents and respond to issues in a timely manner.
With Caring.com, responding to your reviews is equally as important - especially any negative reviews. The Caring Stars program disqualifies communities from receiving the prestigious award if the community’s Caring.com profile has any negative 1-star and two-star reviews lacking published responses - encouraging the importance of timely, thoughtful replies.
Pro Tip: Designate a team member who is trained on how to respond to reviews. If nobody is assigned to this important task, then nobody is accountable for it.
Acknowledging a review publicly is just the first step. For non-anonymous feedback where specific issues are raised, moving the conversation offline shows a genuine commitment to resolution. Remember, the moment a review is posted, the clock starts ticking - a whopping 93% of consumers expect a business to respond to their reviews!
Prompt outreach not only demonstrates your community's dedication to service but also conveys a deep respect for the resident's experience.
Thank them for their review, empathize with any issues expressed, and provide resolutions. Not only does this make them feel heard and valued, it also creates loyalty, can increase length of stay, and drive referrals - hello wait list!.
Pro Tip: Caring.com doesn’t publicly date your response (nor alert the reviewer), so it’s never too late to respond to the older reviews on your Caring.com listing to be considered for their Caring Stars award.
Every review, whether glowing with praise or pinpointing areas for improvement, can be a treasure trove of insights. Embrace these perspectives as invaluable opportunities for growth. Whether the feedback applies broadly across your community, pertains to a few residents, or addresses the experiences of just a single resident, each review can hold a key to elevating the resident experience.
Actively involving your team in the review process is crucial. Share both accolades and criticisms, fostering an environment where feedback fuels progress. This open approach not only cultivates a sense of pride and accomplishment in what you're doing right but also instills a collective responsibility to address and learn from any shortcomings.
Sharing your community's reviews is a powerful strategy to build trust and attract prospective residents. Highlighting positive feedback on your website and social media reassures families that they are making the right choice. This can significantly increase the likelihood of in-person tours, directly contributing to higher occupancy rates.
With SAVANT’s website widget - built exclusively for senior living communities, sharing your Caring.com and other online reviews can be as easy as installing a simple line of code on your website. This widget not only streamlines the process of showcasing reviews but also ensures that your community’s achievements and the quality of care are front and center for all site visitors.
We hope you find these tips to be helpful and you're inspired to elevate your online reputation!
To learn more about review alerts, response tools, and showcasing your Caring.com reviews on your website and social media pages, please visit SAVANT or email me.
Editor’s note: Caring.com also recently hosted a review response webinar with SAVANT tips and more.
