What Kind of an Impression Are You Making on Your Clients?

This article addresses specifics to the Assisted Living and Long-term care industry, however the overall message applies to all businesses. Sometimes the day to day running of our businesses makes us forget some of these basics. I hope this serves as a helpful reminder to every business owner!

They say you only have one opportunity to make a good impression. Have you ever stopped to think what kind of impression your organization is making on your potential clients/patients? While many marketing staffers know the image they hope to present to clients, do you really know what your potential clients actually experience on the front end before they get to you?

Your marketing staff has its presentation down to a science. You’ve spent a small fortune on your brochures and admissions packets. Your marketing team is on call 24/7. You’ve invested a lot in your marketing materials, advertising, and marketing staff, but it’s important to understand that every person that the client speaks with or interacts with has a direct impact on client’s impression of the organization.

What this means is that from the time they first reach out and call your organization and speak with the receptionist they are forming an opinion of your facility. When the client calls, is the receptionist friendly, knowledgeable, professional, and attentive? Is the name of the facility clearly spoken when answering the call? Is there a lot of noise in the background? Are you transferred to the correct person quickly or are you transferred multiple times?

When visiting the facility, is each visitor greeted promptly? Is the staff friendly? Are they helpful? Do they smile? Are the floors, elevators, and bathrooms clean? Does it smell clean? If applicable, are call bells going off without staff members responding? Are patients “parked” around the nurses’ stations? Is anyone acknowledging their presence? Do you notice? Your visitors will.

The truth is everyone is busy. Everyone has too much to do and too little time to do it. But providing patient/client care should be number one above all else. Every staff member from the housekeeping staff to the nurses to the doctors and admissions staff should greet every visitor with a smile because every interaction makes a lasting impression.

Traditional marketing and advertising campaigns are still an important part of overall marketing strategy but by starting with that very first impression, your job will be that much easier, and your residents will thank you for it! #assistedliving #firstimpression #skillednursing #longtermcare #caregiver #Alzheimer's #Dementia