Lost Opportunities: After hours calls

Okay...there are simply some times when marketing people aren't available to hande incoming inquiry telephone calls at senior communities. We understand.

These times should not be missed opportunities.

While some consultants believe everyone should be trained to handle inquiries, it is my belief that realistically, the most important information training should be in obtaining a person's name and telephone number in order that a qualified person be able to return the call either later in the day or the next day.

In smaller communities after hours calls may be answered by CNAs to dining personnel. Do you want them spending time on the phone when caring for residents is their responsibility?

Training can include a script posted by the telephone and some training in handling these after hour inquiries.

Also, community marketing departments should brainstorm the what ifs...What if someone calls at 6 pm? What if they call on Saturday or Sunday? What about holidays? Transferring calls to some one's cell may be helpful especially when they are out in the field.

It is realistic to plan that a potential resident and/or their families will be calling in advance of a tour. Planning is essential in order that we become a service-oriented organization.