Now I hate statistics like this but they are still important, especially this one, because it’s dead on and part of the bigger conversation. What it truly tells me is that 65% of salespeople today are struggling while using the same old methodologies of the past. And when it comes to your potential residents, the big word is “personalization” as over 70% of consumers say it is important for them to feel that the salesperson is not taking a cookie- cutter approach to the presentation they are receiving.


So let’s talk about three ways we can change the way we serve potential residents at our properties when they come in looking for more information to be “sold” on.


By the way…Nobody likes to be sold to! So get that idea out of your head!


1) Give People an Experience Not a Sales Pitch


When someone comes in the front door for a tour, we have to remember that this is not about whether or not you can sell someone on moving in. It’s about the tailored experience we can give this future resident so that they can see themselves writing the


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rest of their story at our property. It’s also about whether or not their loved ones can see the same potential story being writen between your four-walls. Imagine that you have a quick questionnaire discovering the story of a future resident before they ever step foot in your facility. Imagine now that when they arrive you show them to a room with a Baseball Bat and some old Beatles records because you want them to have a personalized experience when they step in their potential new home and not get pitched to death. Or even have a lackadaisical experience where they don’t feel any luster or a sense of wonder when it comes to vizualising themselves at your property for many years to come. The experience we give is so important and most of us shy away from Choosing Legendary in these moments.


2) Create a Standard Around Excellence in the Way We Listen and the Questions We Ask


Sure, it’s important for people to understand more about your facility. The history, the vision, the amenities. But why are we presenting these subjects in our robotic and standardized pitch? Instead, let’s ask questions such as “how do you envision


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