In this episode of The Move In Senior Living Marketing podcast, host Larry Williams and expert guest Rachel Keller discuss the critical aspects of lead management in the senior living industry.
They emphasize the importance of responding quickly to leads, particularly within 10 minutes, to increase conversion rates.
The conversation also highlights the challenges faced by sales teams, especially regarding after-hours calls, and the role of AI in enhancing lead management processes.
Key performance indicators for success are discussed, along with the need for community engagement and the importance of storytelling in marketing.
Takeaways
- Respond within 10 minutes to increase contact rates.
- Phone leads convert at more than six times the rate of form fills.
- Audit your after hours coverage to capture high intent leads.
- Persistence in follow-up can lead to more scheduled tours.
- Data analysis is crucial for understanding lead management effectiveness.
- AI can enhance efficiency and improve lead experiences.
- Community engagement is essential for building trust.
- Lead management should focus on storytelling to connect with prospects.
- Understanding the timing of leads can improve conversion rates.
- Training and support for sales teams are vital for success.
Chapters
00:00 Understanding Lead Management in Senior Living
09:17 The Importance of Speed to Lead
18:11 Challenges in Lead Management
27:06 The Role of AI in Lead Management
35:31 Key Performance Indicators for Success
42:01 Community Engagement and Future Initiatives
Playback options
A PODCAST OF UNLOCK HEALTH
The Move In Senior Living Marketing
Data-Driven Moves: Smarter Lead Management (with Rachel Keller)
August 5, 2025 • Episode #31
A PODCAST OF UNLOCK HEALTH
The Move In Senior Living Marketing
Data-Driven Moves: Smarter Lead Management
with Rachel Keller
Aug. 5, 2025 • Episode #31
Clip 1 (40 sec.)
Want faster move-ins? Rachel Keller shares the top KPIs senior living marketers should track to improve inquiry-to-tour rates, contact rates, and overall lead conversion—with clear advice on how contact centers can help.
Want to know how Unlock generates more qualified leads with our senior living digital marketing strategies?
Unlock Health • The Move In: Senior Living Marketing Podcast
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Clip 2 (50 sec.)
Rachel tells a relatable story that perfectly illustrates why speed-to-lead matters. The vendor who answered first won the business. So why should senior living be any different?
Clip 3 (44 sec.)
High-intent leads often come after hours. Rachel breaks down why nights and weekends coverage is critical—and what most senior living teams get wrong about managing inbound calls.
“Your best campaigns often come from simply walking the building, noticing the little things, and listening to what residents and staff are already saying.”
More clips from this episode are available here.
Rachel Keller
VP of Sales & Marketing
Catalyst Senior Living Solutions