Every time I stay at a hotel for either business or personal travel, I always think about the experience I had during my stay. I’ve had amazing tweet-worthy experiences, and some that weren’t necessarily bad, just not worthy of sharing.
I recently read an article about hospitality: “The Top Things Luxury Guests Want,” and I was reminded of how the list would surely resonate with today’s seniors. Although we’ve written about hospitality before, the list below is a good reminder of what seniors are looking for when choosing a retirement community.
Here are the top four:
- Recognition: People like to feel welcome, and enjoy being treated as if they’re guests in your home. This can be something as simple as acknowledging them by name when they walk through the door, or paying them a genuine compliment about something. You want them to feel at ease and think, “I like the way this person makes me feel.” Creating a memorable experience will mean more to the prospect than just hearing you rattle off a rehearsed list of services and amenities.
- Personalization: We have our likes and dislikes, and knowing these details can help you give your guests a customized experience they’ll remember. When you’re meeting a prospect for a private appointment, don’t give them a cookie-cutter experience fit for just anyone. Instead, do something you know will appeal to these particular people … maybe that’s a nicely wrapped package of their favorite cookies that you can give them as you end your meeting.
- Technology: We live in an age where we can get information at our fingertips at all times, and people of all ages want to be able to do so easily and reliably wherever they are. So make sure your community is equipped to provide that convenience. It’s no longer a special amenity – it’s an expectation.
- Dining: It’s no secret that seniors love food, but today’s seniors want more than just a meal … they want a dining experience. They notice the atmosphere of the dining room, the choices on the menu, the presentation of the food, the knowledge of the wait staff, and much more. It’s a given that the quality of your food should be top-notch, but so should the whole experience. You want your guests leaving and wanting to come back for more.
As you read through the list, what part of your community’s culture does hospitality practice occupy? Where do you see hospitality’s role increasing? How does your community’s perceived culture of hospitality affect sales? I’d like to hear from you.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou