Senior Living
As medical advances allow people to live longer, healthier lives, and as the baby boomer generation ages, the demand for quality senior living care continuously increases. This means increased competition among senior living communities. One way smart senior living managers are staying ahead: mystery shops and competitive analysis to identify missed revenue opportunities at their own properties and personalized insights about what competitors are or are not doing right.
In-person Mystery Shopping Visits: Thorough and extensive, our written mystery shop reports are from authentic, in-person mystery shoppers who make specific observations during their visit that are based on the custom questionnaire your brand and ACL create together.
Virtual Visits: Like in-person mystery shopping, virtual visits done via video conference gather custom information to help your brand understand what your community is doing well, or in some cases not so well, to help highlight areas for improvement.
Comprehensive Phone Mystery Shops: Conducted over the phone instead of via video or in-person, phone mystery shops are an efficient and cost-effective way to obtain insights into how responsive your sales and support staff are with prospective residents, including time to answer and/or return communications, to highlight areas of improvement.
Competitive Mystery Shopping: Keep a pulse on what competitor communities are offering, what sales tactics they’re using to close and how responsive they are to prospective residents, to uncover what competitors are doing exceptionally well (or not).
Senior Living Market Analysis: Need to gauge multiple competitors? Or are you considering building or buying in a new market? Our comprehensive market analysis looks at a full geographic area to compare multiple properties together with their features, pricing and concession strategies for long-term, financial community planning.
Collecting customer feedback on your communities is the best way to understand the full resident experience, the community’s ability to attract prospective residents, and the employees’ ability to sell the community features and benefits to prospective residents.
Collecting market analysis information on your competitors’ communities is the best way to find out how they are competing on price, how aggressive their concessions are and how their current occupancy compares to your communities.
How Our Strategic Feedback Programs Drive Value
Drive Operational Change
- Pinpoint missed opportunities for revenue growth in your sales process.
- Evaluate training processes to optimize for a consistently exceptional experience for prospective and current residents.
- Identify operational benchmarks and opportunities for improvement.
Employee Recognition and Coaching
- Reward high performing employees with praise in a timely manner.
- Confirm consistency in the sales and operations process, ensuring it reflects your company culture.
- Identify valuable coaching and improvement opportunities among your staff.
Competitive Market Information
- Collect competitive pricing information.
- Learn about a competitor’s quality and service differentiators.
- Acquire knowledge about sales tactics used by other senior living providers.
Don’t Just Take Our Word For It: Hear What Our Clients Are Saying
“A Closer Look has been very easy to work with! During the pandemic, we pivoted to different types of mystery shops for our team members, as well as had an increased need for competitive market analyses because of the ever-changing market landscapes. Very happy to recommend A Closer Look to anyone who would like thorough, detailed, and swift mystery shops and competitive market analyses.”
– Vice President, MBK Senior Living
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What Our Clients Are Saying
“A Closer Look has been very easy to work with! During the pandemic, we pivoted to different types of mystery shops for our team members, as well as had an increased need for competitive market analyses because of the ever-changing market landscapes. Very happy to recommend A Closer Look to anyone who would like thorough, detailed, and swift mystery shops and competitive market analyses.”
Vice President
MBK Senior Living
“The old adage ‘Inspect What You Expect’ is so true. The staff never knows when a mystery shopper will stay, so every guest becomes a mystery shopper. We began with an average company score in the 80 percentile and ended last year in the 90’s. We have a goal this year to increase by at least 5% company-wide. Because of this wonderful program, our company is consistently in the top 5% of all of our brands. Thank you, A Closer Look, you help keep us on our toes and our guests, owners and associates’ benefit. You are the best!”
Vice President of Sales and Orgizational Development
Newport Hospitality
“Our company has worked with A Closer Look for the past 5 years. The level of partnership is foundational to our growth and we look forward to expanding our business with A Closer Look as our long term partner.”
Director of Ops Excellence
Main Event, Inc.
“After over 20 years of being associated with A Closer Look, I wanted to take a few minutes to express my appreciation for the outstanding service you have continued to deliver to our properties and Area VP’s throughout these years. The flexibility your company offers in reports, trending and analysis is unmatched by other like sources.”
Senior Vice President
Hilton Management Services Focused Service Division
“Leisure Care is incredibly proud to have A Closer Look as a trusted partner, resource, and expert with our competitive analysis and Sales Advisor evaluation needs. Their entire team is professional, courteous, flexible, and eager to support our evolution of senior living consumer assessments. Their willingness to partner and grow as we adapt and react to the ever changing marketplace is a breath of fresh air. Their operational support, coupled with excellent shopper evaluations, provides us the platform to strategize, thrive, and increase occupancy throughout our portfolio.”
Senior Director of Sales
Leisure Care
“Utilizing A Closer Look has brought our service to the next level! We constantly engage in discussions & enhancements with the team to ensure we stay at the top of our game. Floor & Decor would recommend them to any business looking to gauge service levels and get some real insights into their operations.”
 
Senior Manager Customer & Associate Experience
Floor & Decor
“The Regency Senior Living communities have partnered with A Closer Look for over a decade, and we continue to be extremely satisfied with the professionalism of the team and the ability to modify the program to our priorities. The reporting metrics are exceptional and help pinpoint areas of growth opportunities. I would not hesitate to recommend this company to my colleagues in our industry.”
Chief Operating Officer
Regency Senior Living
“A Closer Look has been instrumental in guiding our training and marketing initiatives to drive positive guest experiences as we grow. We are blessed to have a great vendor partnership with the team at A Closer Look!”
Vice President of Field Operations
Clean Juice
“Our company has utilized A Closer Look as a partner in gaining stronger intelligence into competitive market shifts as well as ways for improvement amongst our own communities. While it is almost impossible to get 100% accurate data in this industry, I have found great benefit in A Closer Look’s flexibility in utilizing our internal market survey forms as well as their timeliness and communication. We have been successful in utilizing the information to grow our communities not only in occupancy and revenue, but also in coaching and training abilities to strengthen our team.”
Corporate Director of Sales
Integrated Senior Lifestyles
“A Closer Look has been an amazing partner in our mission to be the coolest frozen dessert brand. While we strive to provide the most flavorful experiences to each and every guest, A Closer Look provides integral insight as to what our guests see and feel during their time with us. Their shoppers are thorough with visits and thoughtful with feedback, shopper reports are quickly ready for review and the reporting systems that A Closer Look provides are robust but user friendly. We are thankful for this program so we can pride ourselves with the WOW’s and work on any opportunities out there.”
Director of Company Operations
Jeremiah’s Italian Ice
“A Closer Look has consistently and thoroughly followed through with everything we have asked of them since the inception of our program. It’s one thing for a company to make promises on what they can do, but it’s quite another for them to actually follow through with such success!”
Chief Operating Officer
Build-A-Bear
