Prepared by: Stephanie Stampflmeier
The Situation
Hearthstone Communities is a Continuing Care Retirement Community that is committed to providing purposeful living to the seniors in its community. The challenge was that there was not a system in place for the Inquiry Process that was focused on the potential resident and their family members to consistently understand their needs. Whoever happened to take that call had their own approach.
The Bild Approach
The solution when we began working together was to implement BILD Systems, especially focusing on the Inquiry Process, how to plan for a personal tour or visit, and how to follow up with purpose. We kicked off our journey together with an on-site visit; then went to work putting these tools to practice on weekly coaching calls.
The Results
Hearthstone is well on its way to achieving a 60% inquiry to tour ratio by embracing the Bild Sales Systems. Our ongoing focus is to support the “Backup” efforts and drive more traffic! This includes, strategically planning to build professional relationships to increase direct referrals. While the Executive Director is out of the building, the backup staff is key in intercepting Inquiry Calls and Walk-In traffic following the same system the ED utilizes – this approach is to minimize “mis-managed” leads!
“What a difference listening to people, learning about their concerns and what is important to them rather than talking to (or at) them has made. Our guests often hug me on the way out the building and thank me for my time! Hearthstone now demonstrates that listening, caring for and connecting with our residents starts from the moment they step onto our campus…not once they move in.”
Beth Burg Krishnan, Senior Living Counselor at Hearthstone Communities
Woodstock, Illinois
