Facility Search on CCLD Website Has Changed

Sometime in June 2014, the Community Care Licensing Division website updated the search function for Licensed Residential Care Facilities.

There are now only six different types of licensed facilities to select for a search:  1) Foster Family Agencies, 2) 24 hour Residential Care for Children, 3) Adult Residential and Day Care, 4) Elderly Assisted Living, 5) Child Care or 6) all Facility Types.

If you are searching Elderly Assisted Living, you can select search parameters by Facility Name, Street Address, City, Zip Code, and County.  If you select City and County, the page will display facility name, address, zip, license status only.  You can go on to select view and another page will display the facility name, license status and date, name of licensee with address and phone number, license number, capacity and contact information for the local CCLD office.  In addition, there is a new section for individual facilities which displays: 1) Number of times CCLD has visited the facility, 2) Number of Facility Citations, 3) Number of CCLD inspection dates, 4) Number of Complaints, 5) Map/location of facility.

There is a right side bar entitled: Facility Q & A.  According to CCLD, the change provides additional information to the consumer seeking licensed residential care facilities.


Effectiveness of Email Marketing

Dollar for dollar, email still remains one of the most powerful marketing tools for small businesses. That power has only been strengthened by the growing trend of easy access to email on mobile devices. A 2010 study by the research firm Nielsen found that almost 50 percent of mobile users’ time is spent on email, while 70 million Americans said they access email through some sort of mobile device. Those numbers are likely to go up with the increased adoption of mobile technology, such as smartphones and tablet computers.

Highlights:  Email’s effectiveness as a marketing tool:

74% — Percentage of online adults said email is their preferred method of communication.

 $40.56 — Email marketing’s return on investment for every dollar spent on it in 2011, according to a 2011 Direct Marketing Association report.

72% — Percentage of companies that said email marketing provided an “excellent” or “good” return on investment.

35% — The percentage of smartphone users who have made a purchase from their phones after opening an email from a business.

$63.1 billion — Total sales that commercial email will drive in 2011, compared to $57.8 billion in 2010.

59% — Percentage of users who said they delete promotional email messages as soon as they receive them, down from 73% in 2006.

107 trillion — Number of email messages sent in 2010.




Survey Results of Small Business Owners – Success characteristics

A new, independent survey has found that Small Business Owners share several distinct attributes – a sort of unique “DNA” – that help them live their passions while adapting to the shifting economic landscape.

The study commissioned by Deluxe Corporation a provider of marketing and business products for small business surveyed more than 1,000 SMB owners around the U.S. in March of this year.  The results showed 86 percent of the respondents believe they can do anything they set their minds to, with 77 percent also stating they would rather learn from failure instead of never trying at all.

“We already knew small business owners were risk takers and leaders,” said Tim Carroll, vice president of small business engagement at Deluxe. “These findings reveal how small business owners are wired and what attracts them to a less-predictable career path.

Study highlights include:

  • Heredity: Three-fourths (76 percent) of SMB owners have a family member who owned a small business.
  • Leadership tendencies: More than half (54 percent) of SMB owners wanted to work for themselves or not have a boss. A majority (89 percent) described themselves as leaders, doers (78 percent) and practical (80 percent).
  • Work-Life Balance: Women were more likely than men to say they started their businesses for flexible hours (40 vs. 25 percent).
  • I Can Do That: Men were more likely than women to say they started their businesses because they believed they could do it better than their competitors (25 vs. 15 percent) and more likely to say they always knew someday they would own their own small businesses (37 vs. 18 percent).

Compared to the general population, the research also showed SMB owners have further distinguishing characteristics:

  • Ability to influence: SMB owners are more than twice as likely to be asked for their opinions about what to buy, places to visit, or restaurants to try (33 vs. 15 percent). They are also more likely to be good at convincing others to try new products (51 vs. 32 percent).
  • They do their homework: A majority (79 vs. 44 percent) of SMB owners research products thoroughly before they purchase.
  • Demographics: SMB owners are more likely to be male (53 vs. 47 percent), to have a college or higher degree (73 vs. 37 percent), to be married (69 vs. 52 percent), and to be older (58.2 vs. 46.1 years).

When asked “What prompted you to start your business?”, the survey respondents tended to fall within one of seven distinct attitudinal clusters:

  • All Heart: They are in business for one reason only – they want to do what they love and share it with others.
  • Encore Career: Team players who are entering a second phase of their careers and took a risk with starting their own businesses.
  • Passionately Confident: Risk-takers who are born to be business owners, enjoy choosing their own paths and are very passionate about their life’s work.
  • All in the Family: Traditional-types who inherited their status as SMB owners, accounting for their long tenure and larger business size.
  • My Way: Self-motivated owners who started their own businesses for the opportunity to get what they most value – control over their schedules and hours.
  • Mastering the Niche: Visionaries who began their businesses because they saw an opportunity and wanted to capitalize on it.
  • Boss-me-not: Experienced business professionals who left their for-profit, corporate, and usually entirely unrelated jobs for one reason – to be their own bosses.





Mystery Shopping for Senior Care Communities

MYSTERY SHOPPING for senior housing, whether it is retirement, assisted living or Alzheimer’s/dementia specialty care, is a valuable tool to evaluate the success of the company marketing and sales efforts.

Are your marketing efforts lower than expected?

Communities are able to measure quality of service, depth of employee knowledge of fundamental marketing techniques, all aspects of contact with inquiring parties as well as the sales staff ability and follow-up process.

A MYSTERY SHOPPER in this industry can learn a lot about how the community sales process is working by assessing:

  • How long it takes before the mystery shopper is greeted?
  • Whether the greeting is friendly?
  • Is the sales person courteous and empathic – are they good listeners?
  • How well informed is the initial facility sales contact person to answer questions?
  • What kind of follow-up system is in place for all inquiries?
  • Does the contact person understand the requirements for a resident admission?
  • What is the community protocol for answering the phone?
  • What is the perceived “first impression”?
  • What is the appearance of employees, building and current residents?
  • Do the current residents seem content?

Do you want to learn whether your community can improve or change their sales techniques for better admissions results? Do any of the aforementioned aspects of your community need evaluating? INQUIRE ABOUT A FREE MYSTERY SHOPPING CONSULTATION! 800-585-6556


Avoid Multiple Referral Agency Bills

Consider the following nightmare.  You contract with several referral agencies to get resident referrals and each contract that you sign states that if they send you a referral that they are owned a referral fee.  So far so good.  But, when a prospective resident (or family member) searches for facilities on the Internet, they will sign up to several referral agencies as it is a FREE Service.  Why not?  Each referral agency sends the prospect a list of facilities and you are on each list.  Then when the client is admitted to your facility, you get a bill from EACH referral agency claiming a referral fee.  Please be cautioned that there are many very good, respectable and honest referral agencies.  But facility owners must now be aware of the paradigm shift in the use of the Internet and how some referral agencies are conducting their busiiness.  Please review your contract in detail.  You should have special provvisions added that eliminate the possibility that you would owe multiple fees.  If you have questions regarding referral agency contracts, please contact Laura Ferrall @ 800-585-6556.




Take Ownership of Your Facility Marketing

What does that mean?  Simply, I have noticed in the residential care industry that too many care facilities fail, due to their reliance on others to find clients for them.

Even though you may receive referrals from senior referral agencies, they only have a finite number of referrals to give.  With the growing number of facilities that rely on these agencies, there are simply too many people fishing in the same lake!  Additionally, business is business and there is a tendency to give the referrals to the facility that pays the highest commission, pays the commission the quickest, is better located, is a little nicer, etc.

Taking control means being proactive with, and controlling, your marketing. Use all the tools available to you and don’t rely on a small group of people for your success or failure.  I have asked many facility owners what they do to find clients and their only answer is referral agencies.  Most successful businesses market internally and develop a marketing strategy that includes many strategies.  A marketing plan should be drafted and implemented.  Develop your OWN referral sources to give you referrals directly, not through a middleman.

Marketing is an important as caring for your clients.  Don’t let someone else determine whether you will be in business in the future.  It’s YOUR business, take control it now.

For more information on marketing, please contact lferrall@bedAvailability.com or by phone at 877-233-2220.


Referral Agency Contract and a RCFE

The referral agency contract is an agreement between the facility and the agency for payment of commissions if a placement is made by the referring agency.  Unfortunately, however, with the progression of technology, these contracts should be modified to protect the facility from unethical, and perhaps unlawful, claims for commissions.  The most common situation is like this:  (1) Your facility signs a contract in good faith with the referral agency to pay a commission if a client is referred and they are admitted into your facility.  (2) The referral agency creates a website where the public and care professionals can post their needs claiming that the posting, and subsequent referral to a facility, is a free service.  (3) The clients post their needs to multiple referral agency websites.  Why not if it is free? (4) Each referral agency then sends a referral notice to the facility.  (5) When client is admitted into your facility, EACH referral agency claims a commission under their contract.