Developing and Maintaining a Customer Base

Cheryl Boldt

Does your census data reveal an inability to keep the back door closed in your facility? Your residents are your source of revenue. Does your facility have systems and approaches in place to keep the customers you have while continually building a new customer base to stay in business? Let’s review key systems and approaches that will support stability in census.

COURSE OUTLINE:

1. The Marketing “ Team”
2. Minimal “Musts”
3. The Inquiry Team 
4. Clinical and Financial “Red Flags”
5. The Tour Team
   
6. The Admit Team 
7. Post Admission
8. Facility “Attitude” about Admissions/ Census
9. Customers referring Customers
10. Physician Referrals?
11. Volunteers
12. Collecting and Using Data
13. Customer Satisfaction Surveys 
14. Community Involvement
15. Comments on Communication
16. Your Market
17. Niche Markets
18. Mystery Shopping
19. Conclusion
    

This presentation includes lecture, humor, group discussion, and individual action planning.