Thursday, July 12, 2012

NAHB Multifamily Pillars Awards

Our client, The Palace at Coral Gables, has been named a finalist in two of the NAHB Multifamily Housing Pillar's Award catagories--best brochure and best sales office.

It is such an honor for a community's marketing efforts to be recognized. It requires alot of hard work on the client's part and submissions are pretty complicated as well.

Competition is against all different types of multifamily housing across the country so becoming a finalist is pretty impressive.

The Palace at Coral Gables' sales office for the luxury rental community is designed to emulate the building's interiors when it is completed in 2013.  Luxurious from it's front door, there are imported tapestries and crystal chandeliers, inlaid marble flooring and wonderful furnishings.  It is unusual to find this level of a presentation for a senior housing community.

Also, vitual computer graphics are employed to illustrate the entire residential components and future residents are able to see the view from their selected apartments. A scale model and plexi-dollhouses also help visualize the building's residences and it's public areas.

Whenever I'm in the sales office; I alway say it's so comfortable; I could live here and that is exactly what prospective residents feel.  Pre-leasing efforts have been very successful.  The Palace at Coral Gables will be the first of it's type to bring senior living to a Florida urban setting.

           

Tuesday, June 12, 2012

What I discovered at Apple.

Apple gets it.  Pass by any of their stores and look at the customers.  For every X'er there are boomers and beyonders.  Armed with I-phones, I-pads and more; these consumers wants to have the latest and greatest in technology toys.  Not only do they have the disposal income for these products; they have the time to play. 

I recently upgraded my phone to an I-phone but used my phone provider for basic instruction. My significant other used the Apple store. What a difference in the customer experience. At the Apple store, we met with a sales person but after the sale; were turned over to the tech trainer who transfered files and explained the phone with it's many features including Siri. 

While I still challenged; it's getting better.  Apple even offers in store classes (I'm signing up) and on our recent Celebrity cruise; the internet lounge offers classes and instruction in all Apple products. 

With more and more boomers and beyonders using social media; connecting iwth relatives, old and new friends; their smartphones are that much more important. 

Change is a series of baby steps, I keep reminding myself. 

I applaud the senior communities that are offering technology instruction to residents. With a wealth of patient staff available; this is perfect Sunday class to make availabel to residents and their boomer children.  Just a thought to ponder. 
        

Thursday, June 7, 2012

What Did We Learn

I am a consummate observer and always looking for creating marketing that can be adapted for our senior communities.  Here are two fun things from my recent trip to Charleston, SC.

The Planter's Inn has teddy bears in each guest room.  Teddy sits atop the bed to great your arrival.  He's not free to take home but his brother's can be purchased from the front desk.  The button his his t-shirt let's you know.  Seeing a teddy bear in this luxurious hotel made me smile.

A teddy bear may be perfect inexpensive gift that could be presented to new residents from the executive director and sitting in the apartment when a person moves-in. We always seem to focus on the practical--a plant, bottle of wine, etc. but appealing to one's inner child makes alot of sense.  Certainly get's people talking. 

Another idea was a restaurant's chalk board with a cute quote that they periodically changed.  This also was just a fun thing that captured our interest.  Perhaps this idea could be used in the fitness room with changeable inspirational quotes.

The world around us is filled with marketing ideas. I hope you will share yours as well.

             

Monday, June 4, 2012

What Did We Learn?

On a recent vacation, I had an experience in customer service that offers a good lesson dealing with customers. 

When I was browsing in a store the sales person asked me, "What could she help me with?" Since I had just come into the store, I really didn't know exactly what or how she could of help.  Instead of asking "what," it would have been more welcoming to have heard her say, "Could I be of any assistance?"    

Her initial greeting seemed to put the customer off and on the defensive.  She also asked my name--I hadn't come to make friends. I just wanted to look at the merchandise. 

Each time I looked a something from the rack, she said, "I have that."  As for this remark, I couldn't care what she had purchased, no doubt with her employee discount.  I was interested in shopping for myself and her size 4 hardly reflected my size 10. Her validation of my selections didn't reinforce the potential sale.   

It's amazing that in a few seconds, someone has the ability to make or break a sale.   

Customer service techniques are so valuable in building rapport with a customer.  These first impressions start with the first person who comes in contact with the customer.

It's obvious when someone calls a senior community; they need help and the ability to build rapport and set the tone starts with the first person who answers the telephone inquiry.

Call your community and gauge customers' first impressions.   Is someone putting the customer off or setting a positive tone from this initial introduction.

       

Friday, May 18, 2012

Working With Professional Photographers

When contemplating professional photography for your community, here are some tips in selecting and working with photographers. 

*  Selecting a photographer

There are photographers who specialize in certain types of photos and their fees reflect their specialization and ability.  Architectural photographers understand building views, angles, lighting and the nuances of architecture.  They may shoot at dusk or before sun up and want all the building’s lights on or a parking lot wet.  Interior design photographers painstakingly prepare a room setting–taping up lamp cords, raking the carpet for footmarks and even rearranging furniture.  The results are well worth the work.

Commercial photographers also specialize in advertising and web pictures.  With every photographer their portfolio should offer samples. 

It’s important to understand a photographer’s specialty, see their portfolio and discuss if your needs match their abilities. 

* Talent

There may be a temptation to use community residents for models since they are willing participants.  For many photographers this can prove extremely challenging and time consuming.  Residents are not professional models. While residents may be perfect in group shots; they may not be able to capture the emotion desired by a creative director.        

On a cold day, you can’t ask residents to stand in a swimming pool looking happy as easily as you can professional talent.  Residents’ feelings may be hurt if a photographer feels a resident really isn’t photogenic. 

Since a brochure or website may have extended use; if a resident no longer lives in the community; this is a consideration if their picture will impact the marketing messages.    

The photographer should know how to work with people and work quickly.

Be sure to have releases signed that photos can be used by the community in any form of advertising and promotion.  Photo release samples can be found on the internet.   

 * Details

Consider a stylist, wardrobe and props when planning a photo shoot.  Working with a photographer in advance and planning specific photos helps.  From fresh flowers and crisp table linens…attention is in the details.  If photos are being taken at the community; inform staff; so special areas can be prepared.  Understand what they provide and what you will be required to have on hand. 

* Lifestyle

Your community’s lifestyle needs to be reflected.  If your community requires coats for men at dinner then this attire is fine for a dining picture.  There may be a tendency for models to be overdressed and reflect dressy black tie affairs.  If your community has a casual atmosphere and is less formal, the models’ attire should match.     

* Reflect the community’s population

If your community is geared to couples; then pictures can be couple oriented. If many residents are single; pictures need to show singles rather than imply it’s a couples’ world.  Minority groups should be included as well.   

* Photo rights

There are many stipulations by various photographers and you should understand these in advance of a photo shoot.  You may assume you have the rights to the photos since you are the client and footing the bill but this may not be the case.  You may be asked how you plan to use the pictures and this may impact rights and costs.  These are important details to know and have in writing.

* Preparing for a shoot

It’s best to ask the photographer to “walk” the community in advance of the shoot.  This way they can gauge time of day for best lighting; assist in planning locations and angles and use their photographic eye.  If staff is going to be incorporated into pictures; letting them in advance is important. People need to be prepared with appropriate dress.   

* Stock Photos

There are more and more companies available for stock photos and these basically are rented for useage.  Advertising agencies seem to have more resources for stock.  The downside of stock photos is generally you don’t have exclusive use of these photos. Your selection also may find its way to an advertising campaign for a bank, hotel and a competitors community. Use of stock photos should be weighed when reviewing photos requirements.

*  Shoot lists

Many photographers book either in time increments of a half or full day.  With the photographer, plan a shoot list in advance and determine what can be accomplished in the time allotted for the shoot. 

*  Interesting people pictures

Creative pictures of people tell a story.  You don’t need a picture of the entire body—sometimes less is more and an environmental type of picture would be more captivating.  Showing someone in their work environment may be useful.   Taking a picture of hands….smiles…..hugs may capture emotions more than a picture of a group of people at dining room table.

*  Age of models vs. age of residents

This continues to be a subject for debate.  Some advertising specialists believe people want to see younger rather than older people representing a product whiles others believe to appeal to older consumers models should be older.  If the community is geared for residents 80+ years old, a model could be in their seventies and be appropriate but not in their fifties.  Age is very subjective. There are some 80 year olds that look like they are 60 while others show more age.  People should dress fashionably and up to date. Here again a stylist is very helpful.     

Using a professional photographer offers a resource for pictures that can be used in a variety of opportunities.  Shop around for someone you feel ‘clicks’.  It’s well worth the investment.

***

                

         



            




Friday, May 11, 2012

Keller Williams Delights Palace Royale Residents

Senior community residents always like fun events and RED day was no exception.  Agents from the Keller Williams offices in Kendall selected The Palace Royale for their community service project.  Weeks in the planning, agents wanted to bring a 50's nostaglia day to the community.

It was neat and cool.....my 50's lingo. 

Dressed in poodle skirts, flats and bobby socks the girls looked very 50's and the guy's were either in  jeans and varsity jackets or the RED t-shirts.  They seemed to turn back the clock.

The day started with dance demostrations.  Ladies got complimentary make up from Mary Kay and were adorned with red lipstick, blue eyeshadow and handmade pink satin neck scarves. There was a pizza lunch and great music. 

More afternoon delights.....hula hoop contests, sing alongs and root beer floats.  Moon pies, twinkies for snacks.  A special appearance by Elvis topped off the afternoon before residents headed to the dining room for T-trays and a choice of fish sticks, meatloaf and fried chicken.

This was a win-win.  The residents loved all the attention and the team building of Keller Williams is so positive. 

Andrea Mason with Keller Williams and I worked together on event pr details. 


Monday, April 30, 2012

Grand College Tours Could Work For Senior Communities

Recently I saw an ad for Grand College Tours, a program to check out 12 Florida Colleges over 5days/4 nights. Hotels, meals and charter bus was inclusive in the tour. 

I thought this was a pretty great idea. Schools on the tour trip from large and smaller schools. 

I thought this may be an opportunity for active adult and senior communities--sure they compete for the same customer but perhaps this approach offers an interesting adventure.  I think the CCRC would probably be more plausible since it's generally geared to couples who are younger than those considering a independent living community. 

It shows creative marketing.  Just something to ponder.   If you have a senior community that would consider this; let us know.