A Senior Living Marketing Event to Eclipse All Others
Total solar eclipses are rare events. The last one we saw in the U.S. was in 2017. This year’s total solar eclipse on April 8 will last longer and will be visible in more states than the last event.
If you’re looking for the best views, you’ll have to watch from Texas, Arkansas, Missouri, Kentucky, Illinois, Indiana, Ohio, Pennsylvania, New York, Vermont, New Hampshire or Maine. In Arkansas, that means over a million people will be visiting from across the country for the state’s largest tourism event ever. The entire state is gearing up, including state troopers, hotel clerks and restaurant owners.
Parkway Village, a senior living community in Little Rock, Arkansas, is getting ready, too. “There is definitely an air of anticipation as April 8 gets closer!” said Alyssa Majeske, the community’s wellness and activities coordinator.
With its home state a prime viewing position for this rare event, Parkway Village is going all out in throwing a solar eclipse viewing party. “We have quite the event planned — it will be such a fun time for our residents,” said Alyssa. “We are planning to have yard games to play, music, ‘safe sparklers,’ and, of course, we are providing solar eclipse glasses.”
Best of all will be the food. “We are planning a fun menu of snacks and desserts that are in line with the theme of the event — foods like Milky Ways, moon pies and specially shaped cheese and crackers,” Alyssa said.
“We are starting the viewing party right beforethe partial eclipse begins (projected to be 12:33 p.m.), so our folks can have the full experience of the eclipse,” she continued. “We will have LED Tiki torches to light the path, as well. There will be music with a mic system, so we can make announcements — for example, to let our residents know that they need to wear the eclipse glasses whenever any part of the sun’s disk is visible. We want this to be a fun, memorable experience for our residents here at Parkway Village.”
Parkway Village is anticipating attendance of 100 to 200 residents, or more. “Our residents are very excited,” said Alyssa. “Just this week, I’ve received multiple phone calls making sure we are still hosting a viewing party.”
The eclipse has also attracted prospects to Parkway Village. There are several tours booked for the week of the solar eclipse, and they are all people from out of town who are here to view the celestial phenomenon. Most of the community’s guest rooms are booked, too.
An opportunity like this only comes around once in a great while, but the total solar eclipse does provide inspiration for planning other events. From Super Bowl parties in February to tax prep workshops in April, tying your community’s event to something that’s happening in the greater community can create excitement and draw in potential residents.
With “Live to 100: Secrets of the Blue Zones” coming out recently on Netflix, there is a renewed interest in the research and concept of Blue Zones®, areas around the world where people live much longer than average, with the highest rates of living centenarians.
In 2004, author Dan Buettner teamed up with National Geographic and the world’s best longevity researchers to identify pockets around the world where people live measurably longer and better lives, and to see what commonalities there might be in their behaviors, practices and lifestyles that might result in this longer lifespan. They discovered five locations where people reach age 100 at a rate 10 times greater than the average in the United States: Okinawa, Japan; Sardinia, Italy; Ikaria, Greece; Nicoya, Costa Rica; and Loma Linda, California. When pinpointing these locations on a world map, Dan circled them in blue, and therefore called them Blue Zones®.
Researchers found that the lifestyles of all Blue Zones’ residents shared nine commonalities, which they called the Blue Zones Power 9®: Lifestyle Habits of the World’s Healthiest, Longest-Lived People. These behaviors are grouped into categories: Move Naturally, Right Outlook, Eat Wisely and Connect.
Those of us in the senior living space would love for our residents to live longer, healthier, happier lives, so the question is, “Can we replicate this philosophy and these practices in our communities?” We already offer healthy meal options, fitness and exercise opportunities, and a sense of belonging, but how do we get residents to buy into it?
Some Varsity clients have modeled their wellness programs after the Blue Zones practices. We’ve hosted marketing events to educate people on the Blue Zones philosophy and its importance related to longevity, and then four smaller events dedicated to Moving Naturally (yoga, stretching), Right Outlook (meditation, mindfulness), Eating Wisely (Chef cooking demonstration with Mediterranean diet with wine pairing) and Connection (practicing good communication skills and technology). Some communities even code the events on their activities calendars with icons representing the Blue Zones practices.
While both residents and prospects enjoy the events and agree with the concepts in theory, it’s a pretty heavy lift to get people to adhere to a lifestyle that may be foreign to them. It’s a huge culture shift that may be difficult for some to achieve. Case in point, I recall one resident that I joined for breakfast who told me that her doctor recommended she eat more fruits and vegetables, so she ordered a cherry Danish instead of her usual cheese Danish. True story.
While we would like our residents to “live better, longer,” all we can do is offer the options to do so. The choice is obviously theirs to make, and perhaps having that autonomy is more important.
It’s a fact of life — people grow old. While modern society tends to obsess about the negatives of aging, studies suggest that we often experience more happiness and contentment in our later years. These 12 facts investigate the phenomenon of growing old, debunk some persistent myths about aging, and explore the brighter side of those golden years.
Say Goodbye To Migraines
As our bodies age, they naturally become more susceptible to a variety of illnesses and maladies — but migraines are the rare exception. Migraines often first develop in adolescence, and while both sexes are affected, women are three times more likely to develop migraines compared to men (often due to a fluctuation in estrogen levels). However, the frequency of migraines eventually peaks at the age of 40 and actually gets better as we enter our golden years. Stress and hormones are the most common triggers for migraines, and these two factors usually affect older people with less severity. That said, pain, smoking and alcohol can still contribute to migraines in seniors, and although migraines generally subside with age, they are still the second-most-common headache disorder in older people (after tension headaches). One in 10 older adults still experience them about once a year.
Hair Doesn’t Actually “Turn” Gray
One of the hallmarks of aging is that our lifelong hair color begins to turn gray, or in some cases, white. Although an entire industry is built around hiding this fact, human hair isn’t actually turning gray so much as it’s no longer supplying the pigments necessary to produce color. This occurs when hydrogen peroxide builds up after wear-and-tear on the hair follicles. That blocks the normal synthesis of melanin, which is responsible for all shades of hair color.
Older Adults Are Happier Than People In Their 20s on Average
As people age, we also gain a certain calm. A study published in 2016 in The Journal of Clinical Psychiatry analyzed a random sample of 1,546 people ages 21 to 100 in San Diego. Although younger people in the survey responded positively in terms of physical health compared to older folks (as anticipated), older adults far outperformed younger generations in terms of mental well-being. Panic disorders are also reported as less common among older cohorts compared to younger people, and developing a panic disorder later in life is a rarity.
They Also Sweat Less, Too
As we age, our skin loses collagen, gets thinner, and presses our sweat glands close to the surface of our skin. This process is a bit of a double-edged sword. On the one hand, because these glands are squeezed, it’s harder for sweat to come out of our pores, meaning older people sweat less overall. This may be a check mark in the “pro” column for personal hygiene, but it does come with a few negative side effects. With a reduced ability to sweat, older adults can have trouble regulating temperature during strenuous exercise or excessive heat. Sweat also plays an important role in healing, as it helps stimulate wound closure in skin cells. Thankfully, a lifetime of physical fitness helps slow down this process so you can sweat long into your golden years.
Older People Vote More Than Any Other Age Group
Older people may not feel as strong as they did in their youth, but in terms of political power, they’re as strong as ever. In 2018, 64% of people 65 and over voted in the U.S. midterm election — the highest turnout of any age group — and the 65-to-74-year-old cohort also had the highest turnout in the 2020 election. There are a couple of reasons why the older vote is particularly robust. The biggest may be that older Americans, as well as seniors in other democracies, have government programs and initiatives they rely on, such as Medicare, prescription drug pricing, and Social Security, and because these policies so directly affect them, elections tend to turn out seniors in higher numbers. (There are other factors at play, too — older folks may simply have more time on their hands.) Senior citizens also grease the wheels of democracy, as they’re the most likely age group to volunteer as poll workers on Election Day.
Noses and Ears Don’t Keep Growing, But They Do Droop
While a common myth purports that our ears and nose continue to grow as we age (while the rest of us generally shrinks), that’s not entirely true. Like most other parts of our body, our ears and nose stop growing once we’re in adulthood, but the constant tug of gravity over the decades causes these cartilage-filled features to droop over time. This constant pull actually causes the collagen and elastic fibers in our ears and nose to elongate, and this lengthening, combined with surrounding facial structures losing overall volume, often produces the illusion of growing ears and noses as we age. This elongation is a slow and steady process; studies have shown that ears can lengthen some 0.22 millimeters a year. Interestingly, the process is so precise that you can discern a person’s age just by measuring their ears.
Old Age Isn’t a Modern Phenomenon
A common misconception about old age is that it’s a relatively modern phenomenon, as our predecessors lived brutish lives cut short by disease and war. While modern medicine has certainly expanded life expectancy, many people in the past lived as long as people live today. For example, some ancient Roman offices sought by politically ambitious men couldn’t even be held until someone was 30 — not exactly a great idea if people didn’t live many years beyond that. Scientists have analyzed the pelvis joints (a reliable indicator of age) in skeletons from ancient civilizations and found that many people lived long lives. One study analyzing skeletons from Cholula, Mexico, between 900 and 1531 CE found that a majority of specimens lived beyond the age of 50. Low life expectancy in ancient times is impacted more by a high infant mortality rate than by people living unusually short lives. Luckily, modern science has helped more humans survive our vulnerable childhood years, and life expectancy averages have risen as a result.
Older People Requiring Less Sleep is a Myth
Another myth about getting old is that as we age, humans need less and less sleep, somehow magically subsisting on six hours or less when we enter our senior years. The truth is that the amount of sleep a person needs is only altered during childhood and adolescence, as our bodies need more energy to do the tough work of growing. Once we’re in our 20s, humans require the same amount of sleep per night for the rest of their lives (though the exact amount differs from person to person). In fact, the elderly are more likely to be sleep-deprived because they receive lower-quality sleep caused by sickness, pain, medications, or a trip or two to the bathroom. This can be why napping during the day becomes more common as we grow older.
Some of Our Bones Never Stop Growing
The common perception of human biology is that our bones put on some serious inches in our youth, and then by the time we’re 20 or so, nature pumps the brakes and our skeleton stays static forever. While that’s true of a majority of our bones, some don’t follow this simplistic blueprint. A 2008 study for Duke University determined that the bones in the skull continue to grow, with the forehead moving forward and cheek bones moving backward. Unfortunately, this imperceptible bit of a facial movement exacerbates wrinkles, because as the skull shifts forward, the overlying skin sags.
The pelvis also keeps growing throughout your life. Scientists analyzing the pelvic width of 20-year-olds compared to 79-year-olds found a 1-inch difference in width, which adds an additional 3 inches to your waistband. That means our widening in the middle as we age isn’t just about a slower metabolism.
Pupils Get Smaller As We Age
While our hips get bigger, our pupils get smaller. The human pupil is controlled by the circumferential sphincter and iris dilator muscles, and as we add on the years, those muscles weaken. Because of this loss of muscle function, pupils get smaller as we age, and are also less responsive to light. Smaller pupils make it harder to see at night, so people in their 60s need three times as much light to read comfortably as people in their 20s. Reading a menu in a dimly lit restaurant? Forget about it. Other eye changes include an increased likeliness of presbyopia, or farsightedness (which can often be resolved with reading glasses), and cataracts, or a clouding of the eye’s lens. In fact, half of people over the age of 80 will have experienced a cataract of some kind.
Older People Have a Stronger “Immune Memory”
Although the body experiences some slowing down as we age, growing old isn’t all bad news. Researchers from the University of Queensland found that older people had stronger immunities than people in their 20s, as the body keeps a repository of illnesses that can stretch back decades. This extra line of defense begins to drop off in our 70s and 80s, but until then, our bodies generally just get better and better at fighting off disease due to biological experience. Additionally, as we age we experience fewer migraines, the severity of allergies declines, and we produce less sweat. Older people also exhibit higher levels of “crystalized intelligence” (or what some might call “wisdom”) than any other age group.
The Atoms That Make Up All of Us Are Already Billions of Years Old
It’s true that age is just a number, and in the cosmic view of the universe, human age is pretty insignificant. The atoms that make up the human body are already billions of years old. For example, hydrogen — one of the key components of our bodies — formed in the Big Bang 13.7 billion years ago. Likewise, carbon, the primary component of all known life, formed in the fiery cauldron of stars at least 7 billion years ago. So when someone says we’re all made of “star stuff,” they’re very much telling the truth (we’re also made from various supernovae). And while we grow old on Earth, this is only the latest chapter of a story that stretches back to the beginning of everything — and it’s a story that’ll continue until the universe ends.
Solo agers. Kinless seniors. Elder orphans. These buzzwords have entered the common vernacular, but they’re also describing a very real shift in demographics. The current generation of seniors contains more solo agers than ever before.
“Solo agers” are defined as those over age 50 who live alone, are not married or partnered in a long-term relationship, and have no living children. They make up 12% of the ages 50+ population in the United States, and this trend is increasing, as more baby boomers get divorced and fewer have children, and people live longer overall.
According to a recent report by Forbes, among adults 75 years and older (not boomers), 10.9% reported being childless; among those ages 65–74 (early boomers), 15.9% reported being childless; and among those ages 55–64 (late boomers), 19.6% reported being childless.
Right now, there are close to a million solo agers in the U.S., and as Generation X and Millennials head to retirement, that number could grow even larger. These generations are getting married even less frequently than boomers.
What does the trend toward more seniors without family ties mean for retirement communities? We hear a lot about “demanding boomers” and the high-end amenities they expect — but another audience to consider is diverse populations like these.
According to an article in InsideHook, kinless seniors often live alone and rely on appointments with doctors or encounters with cashiers to interact with other people.
What’s more, a Canadian study reported in the New York Times that those without partners or children had lower levels of self-reported mental and physical health, and higher levels of loneliness, which in itself has been linked to many health conditions. Even more worrisome, a decade after respondents’ initial interviews, more than 80% of seniors with partners and children had survived, compared with only about 60% of those without either.
In contrast, studies have shown that residents of Life Plan Communities tend to live longer than other people. So what better environment for solo agers than senior communities, where they can form meaningful friendships and live happier, healthier, longer lives?
Here are a few suggestions on ways to connect with kinless seniors — and to help them get the most out of your community once they join it.
The sales process
Typically, the salesperson must consider the influence of adult children on the sales process. But there are a growing number of prospects who will be trying to make these decisions on their own, and who will be looking for input and advice.
Online resources
Why not show that you understand this growing audience and their concerns by including solo ager-focused blogs and resources on your website?
Prospect events
Events can address issues that solo agers are coming to terms with, such as decision-making on one’s own, medical power of attorney, financial planning and loneliness.
Marketing materials
While married couples will always be depicted in brochures and ads, it’s also important to think about the diverse populations we’re serving and make sure they’re represented in marketing pieces.
Campus events
Since connecting with others is so important for kinless seniors, inclusive activities, events and clubs can help them feel a part of campus life. Shared meals with “friendship tables” open to all are also a great way to make solo agers feel welcome.
Celebrations
Holidays like Mother’s Day, when the mailroom is filled to bursting with bouquets and cards from children around the country, can be a time to also acknowledge those who don’t have children.
Support groups
Campus support groups that address the needs of solo agers can help them find a niche in your community.
Senior communities have always had a focus on supporting solo residents, but with the trend toward more divorces and lower marriage rates, combined with longer lifespans, this group will only continue to grow. In a society that doesn’t provide well for those without family ties, communities can be a powerful solution to help them thrive during their later years.
My journey with Disney started when I was a young child. I was sitting in a doctor’s waiting room and picked up a Reader’s Digest, which had an article about Walt Disney. His story really resonated with me, to the extent that I’ve studied Walt and The Walt Disney Company ever since. Throughout my life I’ve done a deep dive into understanding the practical lessons from Walt, who has been established as an incredible visionary and dreamer. For those in sales and marketing, there are so many lessons to learn from him.
Disney Today
Disney is an absolute Goliath of a business. They own 12 theme parks around the world, 40 hotels and resorts, movie studios, record companies, TV stations, cruise lines and more. Their annual revenue is $45,000,000,000.
What’s unique about Disney is that not only are they one of the most profitable companies in the world, they are one of the top five most admired companies.
“But Andrew, What Does My Business Have in Common with Disney?”
Since you are in senior living, you may be asking yourself, “What does my business have in common with a Disney theme park?” If you boil down the core aspects of running a business, you can identify a number of things that you have in common:
You want to stay profitable
You want happy clients
You want to see enthusiastic, engaged and loyal staff
You face competition and need to stand out from the crowd
You continually face rising costs
The key is looking at the principles of what Disney does well, and adapting those into your business.
Principle 1: Deliver a Positive and Memorable Experience
The first principle is most important and it encompasses everything. For many years, customer service was the highest priority for a business. Now we’ve moved beyond it, and experience is the biggest thing that can separate us from other businesses. Customers might not be consciously thinking that they want an experience, but subconsciously, they do.
If we wow customers with a positive and memorable experience, then they will tell their friends. That is the best form of recommendation in any space and the easiest sale you’ll ever have. Walt knew that too, which is why 97% of visitors at Disney are repeat visitors.
Example: Droid Depot at Disney’s Hollywood Studios. Disney decided to sell remote control droids, from the Star Wars movies, but rather than just sell boxes in a store, they created an experience. A cast member helps you choose parts for your droid, assemble it and operate it. You have fun playing with it on the showroom floor. What’s even more amazing is that, not only does a droid cost $100 plus tax, but you have to make a reservation to have the privilege of buying it. They’re selling something so enjoyable that customers forget they’re there to buy.
The lesson? Think far beyond the normal boundaries in your industry, to realize how much further you can — and should — go to create memorable experiences.
Principle 2: Premium Pricing
Many people wrongly believe that price is the most important factor in making a buying decision. A lot of salespeople have trepidation because they think that customers are concerned about price. There’s a danger in dwelling too much on price when it is not the most important factor for most people.
Disney is proud of owning the highest priced theme parks, because they know that this enables them to provide a better product. This is really the biggest advantage of charging more.
So, sell with confidence and enthusiasm that you’re delivering an enormous value. Don’t be shy that you charge more because it enables you to deliver a better product. Be proud of being a premium provider at the top of your industry.
Principle 3: Mind Your Language
The third principle is all about the words that we use with customers. Walt invented the Disney language that he trained all of his staff to use. He wanted them to remember that they are putting on a show. Employees are called cast members, customers are called guests, a group of guests is the audience, the experience is the show, and uniforms are costumes. Rather than just being clever, Walt found that this terminology made a difference. When staff thought of customers as guests rather just a transaction, they became happier and more welcoming.
We’re not going to use the exact same terminology as Disney, but how can we follow this principle?
Examples:
What most say: What you should say:
“Price” “Investment”
“Problem” “Challenge”
“No problem” “You’re welcome/My pleasure”
“Sign up” “Register/Join”
“Contract” “Paperwork”
“I don’t know” “Let me find out for you”
The words that we choose and use in our business really do make a difference.
Principle 4: The Power of a Name
Walt encouraged cast members to use guest names as much as possible. One of the ways Disney facilitates this is by giving out badges when you first get to the park. They have pins for birthdays, first-time visitors, honeymooners, anniversaries, family reunions, etc. And they write the person’s name on the badge itself. So later that day, a cast member might come up to a child and ask them by name how their birthday is going. The child may ask how they know their name and that it’s their birthday, and the cast member will say, “Disney magic.”
Disney realized that it’s very powerful when we learn and use clients’ names as much as possible. Even if we’re not good with names, we need to make the effort, as it’s so important.
Principle 5: Pay Close Attention to Details
When we are busy, it’s so easy to overlook the details. But our clients and guests do notice. I went into a chiropractor’s office and the first thing I noticed was there were a lot of marks on the walls. When I went up to the counter, I saw a computer monitor with a thick pile of dust that hadn’t been cleaned in years, and tangled cables spilling onto the floor.
I noticed all of these things as a first-time visitor, but if we aren’t walking in our customers’ shoes, we cease to register those details. But attention to detail matters, because guests do notice. Which is why to this day, on Main Street in Disney World, they repaint the lampposts every single night. Because they’re the first things people see when they come into the park. So, to stand out from the crowd, you need to pay attention to the smallest details.
Beyond Walt’s creative genius, he was a master marketer and understood the psychology of how to interact with people. I hope you’ve been inspired, and see how Walt’s principles can be applied in all aspects of your business.
Roundtable Successes and Setbacks in the Month of Love
From an upswing in sales activities to new concepts in senior living and positive attention from the press, there were lots of successes for our participants this February. However, some attendees struggled with challenges like sales slumps and poor Google reviews — and their fellow participants jumped in with some welcome advice.
Prospects Falling in Love With Communities
The month of love was very busy for Roundtable attendees. There was a major upswing in activity after the holiday slowdown with lots of tours, applications and move-ins. Many communities are at or close to full occupancy. But higher occupancy levels create their own unique problems.
“We’ve had so much success that I don’t have move-in-ready inventory, which is a challenge in itself.” (Missouri)
One creative working solution that an Illinois participant found was marketing guest suites for a trial stay of one to two weeks, in order to “allow those people [who are interested] to try it out for a week or two, and get a feel for living here.” (Illinois)
Unique New Approaches to the Senior Living Concept
Many of the Roundtable attendees had exciting and fresh takes on what senior living can mean, with upcoming projects and expansions underway.
Zen Community
One participant is involved in a “Zen” contemplative care community opening in California later this summer.
“The community will be a contemplative care community with a much different approach to assisted living and memory support than we’ve done in the past. There will be Zen teachers who live in the community, a tea room, and a fully vegetarian offering based on the Greens restaurant in San Francisco. It’s been 10 years in the making.” (Delaware/California)
An On-Site Dog Grooming Spa
One participant added an on-site dog grooming spa. “In one of our apartment buildings, we took over a floor and added a dog grooming spa where we will have a groomer assist residents on campus.” (Arkansas)
Hybrid Home Expansion
Another participant is involved in a “hybrid home” expansion project. “A hybrid home is really the best of an apartment and the best of a cottage or villa. It will be three stories high with an open floor plan. We often hear prospects say they wish they had parking or a garage, and this model has an underground parking structure where every resident can have one car, kept underground and out of the elements.” (Pennsylvania)
Memory Care Village
One participant from New Jersey has plans for developing a memory care village based on the Hogeweyk concept from the Netherlands. “It is a self-enclosed village concept with its own supermarket, cafe, etc., and everything right there on campus. We’re hung up on the zoning process right now and we expect the local town to contest it. The position of the model, that the residents get to live a natural life, is the hook that draws people in. It’s not just dementia care, but dementia living.” (New Jersey)
Media Coverage of On-Campus Fun
A number of participants were able to invite the media to their community, where they got some coverage for fun activities put on to chase away residents’ winter blues.
“We had our indoor snowball fight yesterday! We ended up on the front page of today’s local paper, the local televised news, and even on CBS and ABC news. (Illinois)
ADVICE FROM THE ROUNDTABLE
Navigating Difficult Conversations With Residents
Dealing with an unhappy resident can put staff in treacherous waters, and even more so when the resident is inciting a tirade against the whole community. One participant shared an experience dealing with one such displeased resident, and the Roundtable weighed in with advice.
The Situation:
“We had very little blowback [about rate increases]. The only negative feedback was from just one individual, who seems to have started a campaign with their family and friends to give us 1-star reviews on Google. A lot of it is just not accurate at all. So that’s been a little challenging.” (Arkansas)
The Advice:
“We’ve found that it’s best if the response is quick, and acknowledges what they’ve said — and if you extend the courtesy to please contact as soon as possible and show that you want to learn more about this situation. At that point, you’re really trying to influence the future visitors and viewers as opposed to what they’re actually doing to the Google ratings.” (Pennsylvania)
“Sometimes in those situations, just posting the response and being timely is important. Also, try to drive the conversation offline because what you’re trying to flag for those reading the 1-star reviews is that you care, and that there might be another side to the story.” (Bill Mulligan, Varsity)
Sales Cycle Slumps
One Pennsylvania participant enlisted the Roundtable participants for help with an issue with one of their sales counselors who is in a “slump,” asking, “What do you all do when you have a slow sales cycle and you want to get it kick-started?”
“Maybe you could have a heart-to-heart with them. Ask them if they’re feeling intimidated by an area, or what their knowledge level is, just work with that person.” (Washington state)
“Speaking from personal experience, a number of years ago when I was on the sales side, I went through a slump period. I tried talking to other people and seeing what they were doing, and analyzed my own weak areas. I discovered something about myself, that I spent too much time launching into our community offerings when talking with the prospect rather than getting to know their story first. When I turned that around and focused on the person and said, ‘Tell me more about you,’ it made a really big difference.” (Arkansas)
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Recently, Van Cluck, a leader in senior living for the past three decades, was a guest speaker at the Varsity Sales & Marketing Roundtable. Here are some words of advice he shared.
I have spent the last 30 years, really my entire professional career, in the senior living space. It’s been a true honor to work in this industry. Here is my perspective on what I’ve learned and observed in my 30 years.
It’s up to us to train the next generation.
When I started my very first role in senior living, I was a 24-year-old newly degreed accountant. I didn’t know much of anything, to be honest, when I went to work at the oldest and very first standalone independent living community in Nashville. Thankfully, a mentor came into my life very early on. He was executive director of that community, and he took me under his wing and taught me so much. I still think back on those lessons learned and their value.
That sense of family and mentorship is a real opportunity to impact the spaces we’re in. From that, I’ve tried to develop those mentor relationships, not just with my team, but with the industry as a whole. That has given me opportunities like being the chair of LeadingAge Tennessee. I just think it’s important to develop those who will come behind us. We don’t work in a space that is being trained well or frequently by academic institutions. So it’s really up to us to train the next generation.
Senior living is much more than housing.
One of the things I’ve learned in my career is that senior living is so much more than housing — or it better be, if we’re going to be successful. Layering the dimensions of who we are and what we do is such a huge part of the sales process. When it’s just about housing, we’ll only end up losing to the next community who is surpassing us, and we need to be more than that.
Have a healthcare and hospitality focus.
In my next role, I transitioned to a CCRC in Nashville where I spent 16 years as a CFO and then CEO, originally called Blakeford at Green Hills. There, we not only continued to develop and expand that community, but also grow some ancillary businesses. We launched Blakeford At Home, and our life care without walls product called LiveWell by Blakeford. Both are very successful today, and both also spoke to the dimensions of what we must do outside of just housing, by also being hospitality and healthcare. We want people to desire to be there, and we can create those dynamics where we are the community where people want to be when they need care services.
Help your residents age with purpose.
After my time at Blakeford at Green Hills, I had the opportunity to come home to Lebanon and work with a family group that owns senior living communities. The name of our company is L4 Lifestyles. I came up with the name and I’m very proud of it. As I reflected on the many residents and families I’ve served, I asked myself, “Who are those residents, from a purely anecdotal standpoint, who have aged the best?” And the commonality I’ve found is those who continued to live with purpose at every stage of their life. That was the question I developed to ask ourselves: “What are you living for, and what is your purpose?” So “What are you living for” — “living for” — became “L4.” That became the company brand, to really help us all to focus on the concept of purposefully aging. How are we touching all of our residents? Not just as a nice place to live, not just having great activities, but how are we impacting them purposefully? They are looking at us to be more than just a place to live, but a place to age well.
Encourage each other.
Let me emphasize how much value groups like this bring to us, because just today, hearing you talk, I wrote down three different things to bring back to our communities. We can’t minimize the importance of continuing to encourage each other, because in doing so, we will only serve our residents better.
Learn to overcome challenges — and make your residents part of the solution.
Recently at Cornerstone Place, our new master-planning project in Lebanon, someone on my team asked if I had considered the Spring Creek bladderpod in our planning. He said, “You better learn about it, because a lot of the 90 acres of land we’re developing is located there.” It’s a lovely little flower only found in very few areas of the country, and it’s protected by environmental guidelines. As we’re developing this property, we had to ask ourselves, “How will we protect this flower?” So our new logo features the Spring Creek bladderpod, and part of our residents’ role will be the protection of and care for the flower, which appears in various bodies of water on campus. I think the real lesson is that, whatever our challenges are, it is often our residents, who are right there in front of us, who are part of the solution.
This article was originally published by Plante Moran. Reprinted with permission.
The actions senior living leaders take now will set the stage for how their organizations transform and thrive into the future. Success will require a fundamental shift in the way leaders approach their business.
As senior living and care providers slowly pivot away from crisis-mode, it’s clear we’ll be facing a new normal rather than business as usual. The actions leaders take now will set the stage for how their organizations emerge from this crisis. Success will require a fundamental shift in the way leaders approach their business — a shift that may be especially difficult for those used to the slower pace of nonprofits.
Catalyzing Transformation
There are six ways leaders need to adapt their thinking to catalyze transformation within their organization.
Be bold — ask the critical questions
The first step to transformational growth is to ask the uncomfortable question, “What needs to change within our communities?” Leaders should scrutinize their operations, procedures, culture, technology, design and the built environment, unit mix, staffing model, pricing … the list should be exhaustive of every function of your organization. Just because you’ve always done something some way doesn’t mean it should remain that way. In fact, familiarity and longevity might make a process even more suspect.
Be thoughtful — start with strategic planning
Strategic planning is a critical first step toward meaningful transformation, allowing organizational leaders to align on the vision, goals, and objectives that will guide decision-making and hone priorities. This process requires an analysis of internal strengths and weaknesses and external opportunities and threats to guide planning that will transform your organization into a stronger, nimbler one. As part of those discussions, consider policies and regulations, economic trends, and broader senior living trends that may affect any long-term decision-making.
Be adaptable — consider diversification of portfolio and position
Does your organization have too much of one product and service? Many organizations are evaluating the produce and revenue mix in light of the pandemic. Especially as consumers in the market continue to show their preference for assisted living and independent living over nursing homes, you’ll need to consider reducing the number of skilled nursing beds on your campus. A market study will shed light on the demand and supply metrics in your market to uncover where you may be overbuilt or missing opportunities.
Be inclusive — prioritize leadership diversification
According to research, diverse teams are better at making decisions 87% of the time over non-diverse teams. Diversity of skillsets, diversity of thought, and diversity of leadership will help make your organization stronger. Consider looking outside of our industry for new talent and broadening your diversity, equity, and inclusion (DEI) initiatives for new leadership candidates.
Be educated — provide ongoing board education
Leaders must make ongoing education a priority for the organization’s board members. Your board members generally do not work in our industry, so they don’t have firsthand knowledge of the day-to-day operations and challenges we face. Making sure they are abreast of current factors influencing the senior living and care industry will go a long way to helping them make informed, timely decisions when necessary. We offer board retreats to bring your board members up to speed on important market trends.
Be prepared — think about succession planning
If you’d like to see your organization remain viable over the next 10, 20, 30 years, successful planning is key. Succession planning is often only addressed when change is imminent or in response to an unexpected crisis or staff departure. Starting early not only allows for better planning but fosters talent development at a more realistic and achievable pace. If your organization has not focused on building a team behind the current leadership, now is the time to build a plan. (Your DEI efforts factor into this as well!)
Leading the Change
Now more than ever, the market is demanding leaders adapt if they want their mission to survive and thrive. This kind of change will not happen overnight. The process to become more bold, thoughtful, adaptable, inclusive, educated, and prepared is one started with optimism and continued with intentionality. Senior living organizations will become healthier and stronger if we commit to shedding the expectations of the past, challenging the status quo, and blazing a trail toward transformation.
Understanding Who is Responsible for Compliance Failures (Hint: It’s You)
This article by Seth Anthony, Chief Revenue Officer at LW Consulting, Inc., was originally published at LW-consult.com and is reprinted here with permission.
Let’s be honest with ourselves.
For years, many organizations have viewed having a comprehensive compliance program as “check the box” activity. If there was a binder on the shelf labeled “Compliance Program,” then organizational leadership felt like they were covered.
Then, along came the role of Compliance Officer, and it became that person’s issue. Except, the comprehensive compliance program was one problem among many. While the compliance officer was busy putting out fires, programs moldered on shelves, with few tangible updates. Meanwhile, compliance requirements grew exponentially, with little opportunity for corporate leadership to integrate those changes into their daily operations in a holistic way.
And they are going to hold you personally responsible.
In the September 15, 2022 policy revision, DOJ made substantial changes relating to personal accountability, outside monitors, misconduct, voluntary disclosures, and expectations around the integration of compliance into the culture of an organization. Deputy Attorney General Lisa Monaco made it very clear that a new era of “personal accountability” has dawned at the DOJ by stating, “[R]esourcing a compliance department is not enough; it must also be backed by, and integrated into, a corporate culture that rejects wrongdoing for the sake of profit.”
That is certainly some tough talk! But what should it mean to operators and leaders, especially those working in healthcare settings?
DOJ has said that when bringing a criminal complaint, their agents will consider a broad range of issues, including reward and compensation metrics tied to compliance, the imposition of financial sanctions for compliance failures, and the role leaders play in allowing those failures to occur. Active participation is no longer the key issue; passivity or inaction will likely be just as damning evidence going forward.
What’s a provider to do?
The answer is simple. Pick up that Compliance Program binder and get to work!
DOJ shared that an effective, updated, and independently reviewed compliance plan is the best strategy to ward off misconduct and such a plan will likely be considered if a compliance breach comes before DOJ officials. If your plan does not include actionable compliance incentives, such as those tied to compensation, promotion, and hiring practices, you are likely already behind the proverbial “8 Ball.”
Ethical behavior and compliance are no longer a “corporate” problem. It’s a “you” problem. Your career may be on the line for compliance failures if you do not take an active role, right now, in making sure your programs are comprehensive, effective, implemented, and enforced.
Is your Compliance Program up to date, or do you need assistance with reviewing your Compliance Program? Contact one of the experts at LW Consulting to learn more about how they can help.
5 Things We Heard at the 2022 LeadingAge Annual Meeting + EXPO
The Varsity team attended the National LeadingAge Annual Meeting + EXPO, which was held October 16–19 in Denver, Colorado. In case you weren’t able to attend, here are some of the top themes we heard.
Workforce recruitment. This remains a hot topic of conversation and a major struggle for much of the field. However, it seems as if the situation is slightly improving and there are some signs of hope.
Raising rates. How much and when? People talked about how they had to raise rates twice in a year and deal with the issues that go along with that. Given that Social Security will increase by 8.7% in 2023, there is hope that residents will be (somewhat) understanding.
Technology. Some people said they were excited by all the technology they were seeing. However, others said they just keep hearing a lot of buzzwords and no real substance. Technology is great; it can replace the tasks that don’t need human interaction (e.g., waiting for food and delivering it to residents), so team members can focus on relationship building. But high tech alone is not enough — we need high touch as well.
Marketing content development. We saw fresh ideas from old and new vendors alike. Marketers are looking for new ways to redefine perceptions of Life Plan Communities in the marketplace.
Cherish the moment. We’ve all been through a lot with COVID-19. We’ve all lost people in our personal and professional lives. It’s been hard, hectic and long hours of work, but let’s cherish the moment and cherish the people we do have.
What moments have you been cherishing during these challenging times? Please share your thoughts on the Varsity Facebook page.
