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Real Solutions - Case Study 10
Client D, Assisted Living Residence

Client D is an 80 unit assisted living residence in the suburbs of a small city. The residence is approximately 30 years old and provides market price services. At the time of RSA’s engagement, occupancy had stabilized at 50% after a steady decline over 2 years.

RSA conducted an internal audit of marketing, sales and company culture, a competitor analysis (including mystery shopping), and a series of focus groups to determine resident satisfaction levels and prospective resident/family needs and wants. RSA also conducted a management audit of operational practices and organization.

The following strategic plan was implemented to move Client D from an employee-focused and controlled climate to a hospitality based, resident-centered culture.
  1. Worksite Magic™ Customer Service/Hospitality Training for all staff.
  2. Employee scripting and empowerment training to assure that all staff had the appropriate and proper tools to address resident needs and desires.
  3. Reorganization of the marketing and sales team responsibilities to focus on core competencies (get back to basics!).
  4. A re-branding marketing plan that concentrated on:
    • Public Relations; news releases, updated newsletter
    • Promotional events targeted to specific referral sources
    • Current and prospective resident/family festivities 
    • Redesign/update of the website and the collateral material.
With RSA’s hands-on capabilities in culture turn-around, Client D achieved full occupancy within 2 years and has become a local model for superior service and hospitality. The plan was so successful that the operation was expanded by 25% and remains fully occupied.


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Contact Rick Stephan, rstephan@rickstephan.com, or Freddi Flax, fflax@rickstephan.com.
Blue Bell, Pennsylvania 19422
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