When families and their loved ones come face to face with needing senior living options, it’s often a fast-track journey. They may have expected the journey, but many people find themselves searching sooner than they had expected.
So what does it take for them to walk through your doors? A good online reputation is crucial. According to a senior care trends report, 91% of consumers say ratings and reviews are important when choosing senior care. Here are a few ways to get more reviews.
Start with a trusting relationship
The first touchpoint can shape everything. When a prospective resident or family walks in, they’re paying attention. Is the staff warm and inviting? Is the building clean, secure, and welcoming? Emotions run high for seniors who may already feel hesitant and for families who have their own fears or pre-conceived notions about senior living. When staff are kind, courteous, and professional and the environment feels welcoming, people feel at home, valued, and cared for.
This foundation of trust makes it easier for your team to ask for a review. When people feel that connection, they’re far more willing to share their experience online.
Automate your review requests
The old saying “If you don’t ask for what you want you won’t get it” holds true for reviews. While the most effective way of asking is personal, automatically asking people can be more efficient. Consider working review requests into surveys, such as a post-tour, post move in, or post discharge survey. Frequently these surveys can target residents and families who had a good experience. Or, if you are using a check-in system, ask your provider if the check-out process can ask visitors who had a good experience for reviews.
Use QR codes
QR codes are a quick and easy way to ask for reviews from residents, families, referral sources, and visitors alike. A flyer or poster placed in high-traffic areas makes it easy for people to share their experience on their own time, without feeling put on the spot. At IlluminAge, we create custom-branded QR flyers for our clients that link directly to their Google Business profile, making it simple for anyone to leave a review. For more ideas on putting QR codes to work in your community, read our post 5 Ways to Use QR Codes in Senior Care Marketing.
Make the most of existing communications
Another way to get in front of people is through the communications you’re already using. Add your Google review link to the footer of your monthly newsletter or to email signatures. If a discharge packet goes home with a family, tuck in a printed QR flyer and invite them to share feedback about their stay. If your leaders meet referral sources at community events, ask them to provide a review based on their experience working with you.
Offer different ways to share people’s comments
Some people just don’t want to bother with online reviews. Encourage staff to ask families for reviews. If someone emails you a compliment, ask if you can use it (with or without their name) on your website. Many of our clients place these testimonials on certain pages of their site or create a whole page for testimonials. If you decide on the latter approach, be sure to make that page easy to find, and share the link when you can.
Keep reviews fresh
You can—and should—respond to online reviews. Responding to reviews tells readers you value their opinions and you take any concerns seriously. It also provides effective context to less-than-favorable reviews. We helped our client AOM achieve a dramatic increase in both the quantity and quality of Google reviews across its communities. Learn about how we did it in our post Case Study: Targeted Reputation Management Strategies.
Reputation is yours to build
You already know the value your people and services provide. With the right tools, you can get residents and their families to help tell the story of your facility, the caregivers, and the compassion you show to each resident and family.
We’ve been helping senior care providers build and protect their online reputation for over 35 years. Ready to put a strategy behind yours? Contact us today. For a broader look at how reputation management works, check out our post First Impressions Last: Reputation Management for Senior Care Providers