"Needing More Attention"

A recent stop at a Boca Raton clothing boutique made me think of the wonderful movie "Pretty Woman" and Richard Gere taking Julia Roberts back to the Rodeo Drive store and requesting more sucking up after the sales women slighted her.

This particular boutique needs a similar visit by Richard and Julia.

I stopped in at 4:40 on a Saturday afternoon and before looking at their racks, asked what time they closed. I was told at 5 p.m. which wasn't a problem since I was just browsing.

But then another sales person came up to me and announced, "we close in fifteen minutes." Following me around, she restraighened any clothes I touched. I left in five minutes.

How do you make a customer feel unwelcomed?

I hardly believe any of the women in the store that afternoon were its owners. Considering the economic climate today, it would seem that any prospective customer would warrant being made to feel comfortable despite the store's closing time.

Perhaps I was in search of a fabulous outfit to wear that evening and I just decided nothing in my closet would do. These less than attentive sales people not only missed one sale but future sales.

The old adage about keeping customers satisfied versus losing them and how a dissatisfied woman will tell not one but many of her experience certainly holds true.

When we conduct exit interviews with families about their family member's senior living community experience, resident satisfaction is what is talked about the most. We hear if families were satisfied with staff. Staff that shows concern and interest and keeps the lines of communication open makes all the difference in the world.

Retail and senior housing seem pretty different but there are some similarities. We want people to be relationship oriented...we want to have someone interested in us. It just takes a few more minutes.

I hope Richard and Julia tell that boutique on Palmetto Park Road in downtown Boca about the power of sucking up to prospective customers. In the meantime, I think I'll return to Nordstroms at the mall.

Seeking Senior Love Stories

Our company is seeking "365 Senior Love Stories" by July 31, 2010.

The Ehlers Group, an award-winning strategic marketing communications company which specializes in marketing programs for senior housing communities, is kicking off its quest for 365 Senior Love Stories on Valentine’s Day, February 14, 2010, for a book being compiled by authors Janis Ehlers and Kerry Green.

“We are often inspired after meeting residents at our clients’ communities,” said Ehlers. “They often have such rich histories. From their first meeting and courtship to when they married and their early lives, these are wonderful heartfelt stories that need to be written down.”

The idea for the book was sparked during a recent visit to The Carlisle, a retirement community in Naples, Fla. Residents Jim and Winnie Perrill shared the story of their second marriage with Ehlers, who thought the romantic couple’s life sounded like a Lifetime Television movie.

“They are so in love and happy,” said Ehlers. “Everyone enjoys hearing a great love story.”

Entries for 365 Senior Love Stories must be submitted by May 31, 2010. Additional submission guidelines include:

* At least one party must be at least 70 years at the time of submission;
* Both parties must be living when the submission is made;
* The submission may be written by the couple, relatives or third-parties on their behalf;
* Submissions must be no more than 400 words (include how the couple met, courtship, wedding ceremony, length of marriage, etc.);
* Submissions must be typewritten and include the full names of the couple, address and telephone contact information for verification;
* The published story will contain only first names and ages;
* Submissions without telephone numbers cannot be considered;
* Submissions may be rewritten, edited and shortened at the discretion of the book authors;
* Book authors reserve the right to select the love stories for publication and will notify the submitters in advance of the selection;
* If you would like to submit a photo(s), it could be a wedding photo, a picture of the couple when they met or a recent photo. Pictures need to include the couples’ names and a photographer’s name if credit is required. Photographs altered in any fashion are not accepted. Pictures can not be returned. Image requirements: JPEG file format and 300 dpi. Please provide pictures that avoid red-eye, busy backgrounds, etc. Image where the couple’s heads and eyes are on the same level are preferred.

To submit a Love Story, please email SeniorLoveStories@TheEhlersGroup.com. For more information, please call 954-726-9228 or visit 365SeniorLoveStories.blogspot.com.

Hope you will help us in finding Love.

What's Cooking for Super Bowl?

Tired of traditional chili and doritos for the Super Bowl?

This year if you are cheering for the Saints, you may want to kick up the menu with a bowl of gumbo. I have adapted this recipe from Cooks.com for Shrimp and Okra Gumbo .

Now for anyone that says they don't like okra...you can't even tell it's there.

4 tbsp. canola oil
4 tbsp. flour
2 lb frozen chopped okra
1 large onion chopped ( I used sweet)
2 cans (large) plum tomatoes chopped or whatever's in the pantry
1 can tomato sauce (medium)
1 bell pepper chopped fine
2 stalks of celery, chopped
1/4 c. parsley (or tablespoon of dried)
1/4 tsp. thyme
1 tbsp. basil
1/2 tsp. Worchestershire sauce
2 lb peeled shrimp
2 quarts water
salt and pepper
Optional: 1 package Andouille sausage
Misc Cajun spices to taste, file powder and hot sauce

Make a good dark roux in a heavy pot with hot oil and flour. Add water slowly then okra. Add all vegetables and seasonings. Black or red peper or Tabasco may be used depending on your preference.

Cook for 30 minutes to an hour. Then add shrimp but do not overcook. Gumbo should have a thick consistency, somewhere between a soup and gravy. Serve with cooked white rice in a bowl and sprinkle with file powder.

Enjoy and Go Saints......

Directors of First Impressions

I love the title "Director of First Impressions".

I've seen this nameplate at several offices and the receptionists seem to love the designation. It's a subtle reminder of their value.

In many welcome center offices for 50+ housing and senior living commuities, computerized systems may be used more frequently and in some ways this is a shame.

A live person can set a welcoming first impression....or not. In mystery shopping many communities both by telephone and visiting on site, I find the personnel selected as a Director of First Impression need some polishing.

A few tips:

1. Say the name of the community....your name....and a greeting. Good morning. This is (name of community) and (name of person) speaking.... or Thank you for calling (name of community) this is (name of person) speaking.

2. Speak slowly and clearly.

3. If person needs information regarding sales/marketing/care, the persons who handle these calls should be predetermined. Smaller communities may funnel calls to an administrator or director of nursing or both. The person answering the phone may also be the person providing information. If this is the case, they should provide their title or information as to their role so the caller knows to whom they are speaking.

4. It's much more important to get a tour than provide a laundry list of features and services.

5. Ask about the family's situation/parent's name and use the name at least once in the conversation.

6. A call is an opportunity to start a relationship and make a good first impression.

These few tips may help Directors of First Impressions.

Buying Jeans

Boomers will agree buying jeans challenges one's dignity. While it is recommended that a jeans shopper bring an objective advisor along to look at the back, I recently had to rely on mirrors and a sales person for this back view.

While some may associate Las Vegas with gambling and entertainment, I find it a wonderful place to buy jeans.

During the recent International Builders Show (IBS), my reward for networking and lecturing was a pair of new jeans. Off I headed to The Forum Shops in Caesar's Palace.

Last year I found a great jean selection at Scoop but to no avail this time. The jeans were geared to generation X and Y or very skinny boomers. When I asked the young sales woman if they had jeans for her mother, she didn't understand my sense of humor.

I then opted for 7 For All Mankind. Here I found the sales person of my dreams...Mandy. Mandy showed her expertise by letting me know she had been selling jeans for 17 years, starting at the Gap and then moving up the jean label ladder of success.

She wanted me to have the latest. I was hooked. To the dressing room I went and was offered bottled water. Nice touch.

When I found a style I liked, Mandy found it in the wide variety of washes and an equally variety of wiskers--the bleaches streaks that blend out horizontally on each leg.

And then there were the lengths....to wear without without boots, heels and flats. One length does not suit each heel height. Mandy suggested a length that could be slightly tacked with tape rather than permanent hemming. She also educated me about air drying vs. drycleaning.

The retail shopping therapy session lasted about 45 minutes. The result: Mandy successfully sold not one but two pairs of jeans.

Lessons learned:

1. Gain the shopper's trust. Mandy shared her background and experience.
2. Know your product. This lady knew the merchandise and the types of bodies best suited. She had my trust so I took her word what would look good on me.
3. Make the customer comfortable. It was a nice touch to offer water.
4. Listen to the customer's comments. She brought jeans to me that reflected my comments about length and coloration.
5. Be patient. Her energy was remarkable and she was very patient and confident her product would sell.
6. Love what you do. This lady was fantastic....she could sell houses I'm sure too.