The Age of the Consumer….has Aged Care got the message?
No, I don’t always think so.
Last week I conducted mystery shopping for a client and it involved phone inquiries and site tours across multiple Residential Aged Care Facilities.
Not once, was I asked what we or the potential care recipient was looking for in a residential aged care facility. Nothing.
Nothing about their likes or dislikes.
No mention of consumer choice or preferences.
Not once was the potential care recipients name used.
Do you know how your employees are ‘selling’ your services?
If you would like to have a chat about how we can measure your potential customer experience, please call me on 0438 748 846 or email rhonda@thehdrgroup.com.au
The HDR Group 