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Real Solutions - Case Study 6
Client A, Continuing Care Retirement Community

Client A is a 275 unit continuing care retirement community that has been providing services for decades in a major metropolitan area. When RSA was engaged, the occupancy level in independent living was 84%, well below budgeted occupancy.

RSA conducted a Situational Analysis: a benchmark marketing and sales audit of the client and a detailed analysis of market conditions, competitors and external factors that could affect occupancy.

As a result of the audit and the analysis, the following steps were taken.
  1. The marketing and sales department was restructured to better address current market conditions and requirements.
  2. A detailed marketing plan was developed to accurately position the product, define the service line and identify the market niche in order to stimulate qualified leads. The marketing plan included:
    • Redesign of the website
    • Direct mail campaign
    • External networking to specific resources with a detailed calling plan.
  3. Embrace The Customer™ Sales and Marketing Training 
  4. Systems implementation: 24/7 Lead Capture System, Lead Classification and Follow-up System, to insure that inquires were properly managed.
  5. Frontline Selling: hands-on, one-to-one sales coaching from point of inquiry to point of sale.
With the help of RSA’s experience and expertise, Client A reached stabilized, budgeted occupancy within 12 months. With systems and training in place and ongoing, Client A has subsequently been able to reach 98% occupancy and has remained there for over four years.


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