High-end products like a Viking Cruise is understandable to a high-end customer. They buy it –because it has exceptional services and recognizes their entitled station in life.
Concierge customers will choose you -the geriatric care manager over your competition if you have products rivals do not have.
Products make sense to a high-end customer who is brand /product oriented in purchasing anything that reflects who they are. Think Gucci purses, Rolex or Montblanc watches Dior dresses.
All care management customers in upper 10% relate to products not peace of mind
The Four Seasons offers a template in identifying and responding to a client’s needs – availability of 24 -hour room service, one-hour dry cleaning.
From the moment, a guest sets foot into a Four Seasons establishment, the staff is trained to identify and respond to that client’s needs in an integrated fashion.
A Geriatric Care Manager must apply a 4 Season Mentality to an older identify client’s needs. So, you must assess their quality of life needs, home care needs, types of referral sources they prefer and preferred service delivery. Most important their health care needs and psychosocial needs must be identified and delivered under same high-quality delivery by a professional care manager.
At the time care management services are initiated, the client may have a range of physical, emotional,
intellectual and spiritual needs. The Concierge care manager’s role is to identify these needs and provide integrated,
continuous solutions to meet the client’s needs.
Rather than tell clients you do assessment– offer products they are seeking – like relocation (moving an older person), Quality of Life (increasing the joy in an older person’s life who is lonely), Dementia Care, Home from the Hospital, Medication Assessment , VIP Care Management- that pinpoint exactly what the older person needs are and why the family is desperately calling for help. But these products need to be Jaguar level, not a Hundi buy. To do this, develop continuously integrated solutions through a product procedure placed in a company operation manual, along with all of your products so you ensure your staff can deliver, step by step-that high-end product that the Concierge client just purchased and demands.
Geriatric care managers can show new clients how your concierge products will solve their problems by the GCM being there for them every step of the way. Your professional care management staff can make families relieved and happy because they understand they save time and overwhelming stress by using professionals GCM plus they have purchased the highest quality product in their market your Jaguar care management not the Hundi -bargain level of care
- Want to design Concierge Products ?
- Cathy Cress MSW, Author of Handbook of Geriatric Care Management- 4th edition. Webinar Series
- Upcoming Webinar
- Learn The 5 Steps to Reach the Concierge Client
- August 23, 2017 11:00 -12:00 PST
- Discover how to transform your GCM entrepreneurial dream into a profitable reality with 5 key marketing steps learn more and get the details
- Create a marketing strategy and messages that attract concierge clients
- Reach this target audience
- Design products that exactly meet their needs
- Obtain adult children’s buy-in
- Use words that will make them choose you
- Get care staff they will like and not fire
- Get the contract signed with ease