Case Studies
Real results from facilities I've worked with: increased tours, reduced cycle times, and higher occupancy.
60-Bed ALF → +32% Qualified Tours (90 Days)
Problem: Marketing spend generated leads, but staff wasn't following up consistently. Leads were falling through cracks, response times were slow, and tour conversion was low.
I implemented a CRM system with automated follow-up sequences, set a 5-minute response SLA, developed tour scripts that addressed common objections, and configured VOIP integration to track call quality and response times.
- CRM setup with automated sequences
- 5-minute response SLA implementation
- Tour script development & training
- VOIP integration & call tracking
Result: +32% qualified tours in 90 days, 95% response rate within SLA, tour conversion improved from 18% to 24%.
3-Property Operator → −40% Cycle Time
Problem: Intake-to-move-in process took 14+ days on average. Staff was doing duplicate work, handoffs were unclear, and no one knew where leads stood in the pipeline.
I mapped the entire intake process across all three properties, identified bottlenecks and redundant steps, created standardized intake checklists, and implemented daily standup meetings to track progress and remove blockers.
- Process mapping & bottleneck analysis
- Intake checklist development
- Daily standup protocols
- CRM pipeline standardization
Result: Average cycle time reduced from 14 days to 8.4 days (-40%), staff workload decreased 25%, move-in rate increased 15%.
Memory Care Facility → +18% Occupancy (120 Days)
Problem: Occupancy stuck at 68% despite PPC spend. Campaigns were targeting the wrong audience, referral sources weren't being nurtured, and tour-to-move-in conversion was low.
I restructured PPC campaigns to target decision-makers (adult children, not seniors directly), rebuilt referrer outreach system with regular touchpoints and incentives, and optimized tour scripts to address memory care-specific concerns.
- PPC campaign restructure
- Referrer outreach system
- Memory care tour script optimization
- Conversion tracking dashboard
Result: Occupancy increased from 68% to 80% (+18%) in 120 days, PPC cost per qualified lead decreased 30%, referrer leads increased 45%.
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