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What senior living can learn from Southwest’s customer service

October 6, 2017
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  1. Follow up. One of my sub-acute clients has a nurse navigator program that calls discharged patients once a week for 90 days to check in and see how they are doing and make sure they keep their appointments.
  2. Create educational and social events for discharged patients and their families to attend, which helps them stay connected to your facility.
  3. Create value-based resources for existing and former residents that helps them and their families manage their caregiving experience.
  4. Foster social connections. One of my clients created an “adopt a paw-paw” (grandparent) program to enhance their relationship with existing residents and their families.

Quality and census/revenue are directly related. Create a high quality customer experience and you’ll experience greater census. 

Luke Fannon is founder and CEO of Premier Coaching & Training, Unionville, Pa., which provides sales training, marketing team coaching and strategic consulting services to providers in the long-term care industry. For more information, visit www.pctmarketing.com.

 

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Luke Fannon

www.pctmarketing.com

Luke Fannon is founder and CEO of Premier Coaching & Training, Unionville, Pa., which...

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