Making new residents feel welcome in the community is paramount in keeping residents happy and reducing turnover rates. BMA Management’s “WoW” program brings an individualized approach to each senior choosing to call the community their new home.
ALFA 2013 Best of the Best Program to Spotlight
To help new residents adjust faster, BMA Management has extended the welcome mat a little while longer—and a little closer to what makes each newcomer feel most at home. “We call it ‘mint on the pillow service,’ but that could look different for everybody,” says Julie Simpkins, vice president of marketing and sales.
Through WoW, a new resident is given three days of personalized attention by a range of staff and residents above and beyond typical hospitality gestures. For example, an avid gardener might find a vase of fresh flowers on her bedside table.
“WoW” took its name from one family member’s response to a ribbon-cutting ceremony for his mother, and has led to near-perfect satisfaction scores among new customers. “The first 72 hours are key in making any new transition stress-free and enjoyable for the new resident and their family,” explains Simpkins.
The above best practice was recognized as an ALFA 2013 Best of the Best Award winner. Do you have a best practice, product, service or solution at your community or company that is advancing excellence in senior living? The Call for Nominations for the ALFA 2014 Best of the Best Awards will begin in October. Visit ALFA.org/bestofthebest to read more best practices.
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