Immanuel

Leading with Relationships, Not Sales

My experience came in a unique way. I have been in senior living for 11 years and have served in three different roles prior to becoming a Retirement Living Consultant. The aspect I have used most is building relationships. Building a relationship is key to helping older adults understand your role and to avoid thinking you are just trying to sell them something. By building a relationship, you hope they feel more comfortable with you and can tell you what they need or want as they age.

Seeing Beyond the Brochure

Many factors need to be considered when researching a retirement living community. Here are just a few that I would say are high on the list to consider: What are the community’s mission and values? Does our loved one need help with daily tasks of living? Does our loved one just want to be free of the everyday upkeep of their house? How is our financial situation currently, and down the road? Does the community you are looking for meet your wants and needs? Do you see yourself there?

Retirement Living Communities have very similar amenities, but each is run a little differently. Each community, though, has its own unique style and people living there. To see those aspects, taking a tour and visiting with residents is highly encouraged. This is a way for aging loved ones to ask those who have been through this transition questions, so they can relate to one another.

Rethinking Value, Choice and Privacy

Older adults put their finances as a high priority. Many want to leave some for their loved ones. So, when thinking about communities, if they will not use something, they do not want to have to pay for it. Take, for example, a meal plan. Some really want a meal plan, but others would prefer to pay only for the meals they eat, so the pay-as-you-go option is more appealing.

Our role is really to provide resources, guidance and information so they can feel comfortable with their decisions.

These expectations are now expanding to other services, such as transportation, housekeeping and activities. The older adults now want to be able to pick and choose what they pay for, rather than an à la cart approach. Retirement living communities are going to have to get creative and find ways for amenities and services to be unbundled to fit their personal and financial needs. Another priority is space. Older adults want more living space but at a reasonable cost. And finally, privacy is another factor considered because they want their community to have the same privacy they had in their own homes.

Moving Beyond a One-Size-Fits-All Approach

Retirement living is not a one-size-fits-all approach. Every older adult and family has individualized wants and needs. Each family has its own dynamics, so my job is to build that relationship, understand those dynamics and provide the resources and information they need to make the best decision for their loved one. They are coming to us for guidance and support because we work in the industry and understand it best.

Listening First, Guiding with Care

We have never walked in their shoes. The majority of us have not personally made a decision like this. So, we must be cognizant of how we have conversations. Following certain conversations or statements with “I know” or “I understand” is not something they want to hear. Our role is really to provide resources, guidance and information. Then we can talk through options that would best serve them as they age through example scenarios, because at the end of the day, we don’t know what the future looks like. We are here to serve them so that they can feel comfortable with their decisions. It’s an emotional journey to age, and so they want to find the confidence they need to know they are making the right decision; while also making sure they are not adding to the plates of family or friends.