CONTACT OUR HIGH-VALUE REFERRALS IMMEDIATELY
We have found that responding to families immediately when a referral comes through is a best practice at A Place for Mom. In fact, communities that respond to APFM leads within 2 hours have on average an 11.5%- 15%* higher share of move-ins with APFM than those communities that wait 24 hours or longer to respond. It’s similar to greeting someone in your lobby. You don’t want to make a family wait when they are active in their search.
In addition, creating a contact strategy to ensure that you connect with a family is critical. We’ve found a persistent outreach program provides significantly more opportunity and move-ins versus reaching out just once.
Here is a suggested approach:
- Call the family immediately once the referral comes through.
- Send an email introducing yourself.
- Call again 24 – 36 hours later.
If you don’t reach the family when you call, make sure you leave a warm, introductory voice mail to your community. Remember, this is your first connection with the family.
COMMUNICATE REGULARLY AND OFTEN
TO INCREASE LEAD CONVERSION
Our partnership will drive the best results when we are both actively communicating about the family’s progress. Our local Senior Living Advisors are knowledgeable, caring and highly experienced professionals who guide families through every step of their senior care search. Prior to a referral coming through, they’ve spent a fair amount of time working with families on their individual situation, including budget, care and lifestyle needs. Your community was selected because our advisor found it to be a good fit for the family. Maintaining communication throughout the process allows all parties to stay connected and provide the best chance for helping the family move forward.
SHARE WHAT SETS YOUR COMMUNITY APART
Helping the Senior Living Advisor you work with better understand your community is a best practice we strongly encourage. Providing this information, either over the phone or in-person, and by completing your profile on Partner Central, allows the Advisor to represent your community to the many families they connect with every week. Take time to help your Advisor understand your mission, tenure of staff, unique programs and anything additional that they may be able to share with families to help interest them in your community. In addition, if our Advisor visits your community, make sure to share one or two of your model apartments. Taking these steps ensures that A Place For Mom can best represent your individual community going forward.
ALREADY WORKING WITH THE REFERRED FAMILY?
LET US KNOW ASAP
We work hard to introduce you to new families. Sometimes there are families with whom you’re already in contact. As a best practice, check your database for lead duplicates when we send you over a new lead. You are not obligated to work with APFM on duplicate leads; however, by contract, you must notify the Senior Living Advisor within 5 business days of receiving the referral if you are already working with the family. Taking this step ensures you will not be invoiced for a family with whom you are currently working.
Many communities also choose to work with APFM on leads they already have in their database. Sometimes these are families they have been unable to reach, families they thought were moving in but did not, or leads that have grown cold. The choice is yours, but if we do assist, A Place for Mom will bill the community for the move-in under the terms of our agreement.
WE REQUIRE 24-HOUR MOVE-IN NOTIFICATION
Family move-ins are the rewards of our combined efforts. As part of our program requirements, please let us know within 24 hours that a move-in has occurred and provide the resident’s rent and care charges.
Learn more about APFM’s billing process
MOVE-INS THAT RESULT FROM AN APFM LEAD REQUIRE PAYMENT
As part of our partnership and contractual relationship, all move-ins that result from accepted APFM referrals (that is, leads that are not declined within 5 business days*) require payment.
Learn more about billing & payment
*Terms & Conditions effective through June 30, 2019