Certified Senior Advisors Archives ⋆ Cathy Cress

What Types Concierge Clients Can Afford Paid Care Besides Donald Trump On the Holidays?

December 17, 2019

Types of aging families who can afford care management

Families who can afford geriatric care management and home care long term can do so because they have the financial resources, which are usually over a million dollars in assets.. Part of this is drawn from Claudia Fine and Nick Newcombe excellent chapter ” Entitlement in the Aging Family”, Care Managers Working With the Aging Family, Jones and Bartlett)

Narcissistic-Entitled Families:

Entitlement in these families usually develops from a specific kind of “not good enough parenting” in which the parents themselves have struggled with personality disorders, most typically, in this type of family, narcissistic borderline personality ( example President Trump)They struggled with a borderline personality that went undiagnosed or was formally diagnosed and untreated. The narcissistic or borderline parent essentially does not experience the child/children as separate and discreet from themselves and, moreover, uses the child/children to serve parental needs. This parent-child relationship is characterized by severe boundary issues in which seduction and abandonment are ever-present dynamics and where emotional unpredictability and instability are constant. ( Fine and Newcombe- Entitlement in the Aging Family, Care Managers Working With the Aging Family)

Rich and Famous-Entitled Families:

These families are identified by the parents’ socioeconomic, financial and political prominence. ( example President Reagan)They are families in which all basic needs, services, resources and creature comforts are obtained via income, assets, abundant discretionary cash flow and/or come from the political position, station or power. Once again, the entitlement of the family is passed from the parent to the child who in turn brings these behaviors and actions to the caregiving milieu and care management relationship. In this category, the entitlement arises out of a family that is accustomed to purchasing everything. They look to paid others to meet their needs (as opposed to families who must themselves find and orchestrate ways to meet basic and complex needs themselves or with the help of the extra-familial system). Often these families have household staff, i.e., nannies, butlers, drivers, private pilots, cooks, and maids. They may have available to the business and family lawyers and accountants, as well as, teams of medical professionals and concierge physicians. Consequently, in almost all situations they are uninvolved in processes, especially those that are difficult, stressful and time-consuming. ( Fine and Newcombe- Entitlement in the Aging Family, Care Managers Working With the Aging Family)

Well-heeled seniors,

according to the New York Times, may be middle-class retirees who buy shoes from Payless but have a defined pension can afford care at home when they need it and private care management. They rode the post-war economy, held jobs long term and through that defined pension (no 401K) face a very healthy financial picture in aging. They worked for city, county, state government are teachers, truck drivers, social workers or were union members in all trades. They had a career at Xerox, IBM, Campbell Soup and big Fortune 500 companies.

Professionals- Physician, Attorneys, CPAs

This group made a very healthy living during the late 20^th Century, probably had a defined pension and have very lucrative investments that allow them to afford home care and care management. They usually come from nearly normal families and have been well parented although you will find a mixture of dysfunctional aging families. Their adult children tend to be supportive of their parents, although again you will find a mixture of dysfunctional families in this category.

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Email: cressgcm@got.net

What are the 7 Steps to a Successful Concierge Client Inquiry Call on Coming Holidays ?

October 28, 2019

How Not to Lose a New Client at an Inquiry

An inquiry is the most critical point in opening or losing a case. A successful inquiry means taking successful steps to increase your aging life or geriatric care management business.

The Desperate Calls You will Get

Over the Holidays you will get many desperate calls from adult children visiting their family and discovering- unwrapped gifts, a disheveled Mom – trouble they may not have known about if they lived long-distance or just saw Mom infrequently. Here are steps to success over the holiday inquiry or any call about your services

Take These Steps to Convert Inquiry to New Client

1. You must assure the caller that your geriatric care management services can be counted on to thoroughly assess the elderly person’s and family caregiver’s situation at the intake, determine the level of care and level of GCM monitoring to sell your services.
2. You sell these services by convincing the caller that you offer a highly personalized and compassionate approach to the family and older clients. This breaks down to gaining client and family trust that your GCM services are the very best path leading them the care they desperately need, led by a professional guide they can count on.

3. You persuade them that they will get unbeatable customer appreciation, you will exceed their customer expectations, ensure the quality of life for the older client and offer a concierge driven service.
4. You explain how your hands on professional staff can make families relieved and happy because they understand they save precious time and overwhelming stress by using professional GCM’s.
5. You show them you can access all community services and resource options they could not find alone and are now available to them through your services.

6. In this one sometimes short call, you show potential new clients how your concierge care management service will solve their problems through -you the GCM being there for them every step of the way.
7. You persuade them that by scheduling the next step, a free complimentary consultation call, you will help them make sound decisions based on reality and assessment.

The GCM sells all of this through a free complimentary consultation done by a compassionate and highly skilled professional the director of the agency

Learn the 5 Clinical Steps to Signing Up These families

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Five Clinical Steps to Tame the Turbulence of the Holiday Season in The Entitled Concierge Family

Wednesday, November 21 @2pm – 3 pm Pacific Standard Time (Find your local time)

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By Cathy Cress MSW

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How Do Concierge Aging Clients Transform a Geriatric Care Manager’s Bottom Line?

January 18, 2019

Adding concierge customer’s services to your geriatric care management

agency transforms your agency into a profitable service.

Why- a geriatric care manager is a powerful health care concierge, just like the

new concierge medical services.

This is a powerful new selling point to potential GCM clients who are in the

top 10% income brackets.

These clients who can afford long-term care geriatric care management and

private duty home care.

Why offering concierge services a great idea? A geriatric care manager is a

highly skilled professional who acts as a personal assistant to the aging

family.

You offer highly personalized aging parent care.

Concierge clients can reach you at almost any time

You build a deep relationship with the client and family.

As a GPS through elder care, the GCM helps them step by step through one of

the hardest journeys of their life.

A geriatric care manager’s highly personalized service meets all the needs of

the aging family and the client.

GCM’s are like a concierge at a 5-star hotel there to serve the family by

solving their caregiving problems and making elder care more seamless.

But here is a deal breaker, most care managers did not know they must have. You need a marketing and sales background to do an intake and get the client in your services.

Join me in my new FREE Webinar
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When: January 23, 2019
2PM-3PM PST
Learn

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How to position your agency so it stands out from your competitors
How to develop or rewrite a strategic marketing plan in 2019 that brings more customers
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How to set up leads generation with both a speakers bureau to do co-presentations & join the rubber chicken circuit to reach adult children and targeted audiences:
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Four Types of Aging Entitled Families Who Will Call a Care Manager on the Holiday

December 10, 2018

Four types of aging families, who can afford geriatric care management and home care long as they have the financial resources, will call you over the holidays. Mom is unable to pull off the ritual of either Thanksgiving, Hannukah, Christmas or New Years or usually all four.You need to have excellent clinical skills to manage these families- get them through the holiday season and stabilized as the ongoing client after the first of the year.

The first two are dysfunctional aging families and take extensive psychodynamic skills. The last two are nearly normal aging families must have the crisis solved and shown tools and resources to arrange care in the future. Many times they can handle themselves after you have established care and a GPS to access the future care they need. But they may also want to remain as your clients for you to manage their care.

Part of this is drawn from Claudia Fine and Nick Newcombe excellent chapter ” Entitlement in the Aging Family”, Care Managers Working With the Aging Family, Jones and Bartlett)

Narcissistic-Entitled Families:

Entitlement in these families usually develop from a specific kind of “not good enough parenting” in which the parents themselves have struggled with personality disorders, most typically, in this type of family, narcissistic borderline personality .( example President Trump)They struggled with borderline personality that went undiagnosed or was formally diagnosed and untreated. The narcissistic or borderline parent essentially does not experience the child/children as separate and discreet from themselves and, moreover, uses the child/children to serve parental needs. This parent-child relationship is characterized by severe boundary issues in which seduction and abandonment are ever-present dynamics and where emotional unpredictability and instability are constant. ( Fine and Newcombe- Entitlement in the Aging Family, Care Managers Working with the Aging Family)

Rich and Famous-Entitled Families:

These families are identified by the parents’ socioeconomic, financial and political prominence. ( example President Reagan)They are families in which all basic needs, services, resources and creature comforts are obtained via income, assets, abundant discretionary cash flow and/or come from the political position, station or power. Once again, the entitlement of the family is passed from the parent to the child who in turn brings these behaviors and actions to the caregiving milieu and care management relationship. In this category, the entitlement arises out of a family that is accustomed to purchasing everything. They look to paid others to meet their needs (as opposed to families who must themselves find and orchestrate ways to meet basic and complex needs themselves or with the help of the extra-familial system). Often these families have household staffs, i.e., nannies, butlers, drivers, private pilots, cooks, and maids. They may have available to the business and family lawyers and accountants, as well as, teams of medical professionals and concierge physicians. Consequently, in almost all situations they are uninvolved in processes, especially those that are difficult, stressful and time-consuming. ( Fine and Newcombe- Entitlement in the Aging Family, Care Managers Working with the Aging Family)

Well-heeled seniors,

According to the New York Times, may be middle-class retirees who buy shoes from Payless but have a defined pension can afford care at home when they need it and private care management. They rode the post-war economy, held jobs long term and through that defined pension (no 401K) face a very healthy financial picture in aging. They worked for city, county, state government are teachers, truck drivers, social workers or were union members in all trades. They had a career at Xerox, IBM, Campbell Soup and big Fortune 500 companies.

Professionals- Physician, Attorneys, CPAs

What Aging Life or GCM Products Work Best With Concierge Clients?

October 12, 2018

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 a 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 with 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 know more about what you need to start or restart a Care Management Agency?
Join me Wednesday, October 17 Pacific Time for my latest webinar Pacific Time 2:00 PM
- Reach our target concierge audience
- Design products that exactly meet their needs
- Obtain adult children’s buy-in
- Use marketing that will make them choose you
- Get the contract signed with ease
- Create a brand that tells concierge clients they will get Four Seasons Service
- If you really want to run a GCM business that makes money by targeting concierge clients then you don’t want to miss this free training.
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5 Steps to Sign Up the Profitable GCM Concierge Client

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