I’ve been shopping senior care — PACE, assisted living, memory care. I am exploring options for our family.
Atria was best on-site experience and most professional sales process (they were obviously well trained, and good at it), but after an hour, I still did didn’t have all the information I needed.
Best follow-up goes to Brookdale for their sales rep’s consistent outreach to me and for sharing his Why.
I think sales teams assume that families have all the time in the world to get information. We don’t, especially during business hours. Anyone want to talk to me today, Sunday?
The New York PACE I reached out to had the worst sales process — it was almost an un-sales process, they don’t want any new customers. I’ll share the story soon, because it’s quite humorous if it weren’t so sad.
Right now, I’m coordinating sales training for a west coast PACE organization. So all this mystery-shopping has enriched the training. It’s easy to be better than everyone else, if you get the basics right. But getting the basics right requires commitment. Good process is the foundation.
Take a look at your own sales process. Those holes are easy to fill: training, coaching and accountability are your spackle.
Have a great week, Lisa