You have a family coming for a tour, that’s great! These “Do’s and Don’ts” will help you present your home in a professional, warm, and caring manner that will keep your home at the top of the list.
1. Don’t be afraid to talk about yourself. Families want to know about you and the people who will be caring for their loved one. It’s important for people to feel like they have a connection with you and that they know your story. Talk about other people you have cared for and how much they have meant to you. Talk about why you have an adult care home and what it means to you to care for others.
2. Do introduce your other residents to your tour guests, if appropriate. Families are interested in who else is in your home and will want to see how you interact with your residents. If families don’t see the other residents, they might think everyone stays behind closed doors all day. If the tour happens during a time when your residents are napping, let them know that, and explain what activity and socialization happens during other times of the day.
3. Do introduce your caregivers and other family members if they are present during the tour. Again, it’s important for your tour guests to know who is in the home and give them a chance to interact with them. The more time they have to get to know you, your family, and your caregivers, the better. This will ensure a feeling of transparency and give your guests confidence that there is nothing to hide.
4. Do listen to the story. Families are usually in crises mode and have been overwhelmed and blind-sided by the recent events that have led them to your door. They have a story to tell about their loved one and it’s important that you are listening, absorbing this information, and asking questions. Again, it’s about that personal connection.
5. Don’t direct your questions to the elder care advisor. I can’t tell you how many times during a tour the family is standing right there, and a provider is asking ME the questions about the potential resident. Ask the family member, they know their loved ones best. Yes, I probably know the answer, but direct the question to the family first. It’s their loved one, not mine.
6. Do have a copy of your pricing, house rules, and a business card to give the family. You are running a business and need to be prepared to present your information in a professional, caring, and business-like way. If you are not, the home down the street will do it for you. In today’s day and age of transparency, it will appear that you are hiding something if you do not have these documents handy.
Keep in mind that these are my tips, based on my experiences with families, providers, and tours I have personally coordinated and provided. If you have any additional suggestions, please let me know!