In a recent First Impression interview, the person being interviewed commented that due to certain circumstances they were unable to admit their loved one into the facility. However, because the facility had done such a great job with the whole inquiry process, they have recommended this facility to many of their friends and know of at least three people who have admitted because of their recommendations.
This example illustrates the importance of positive experiences and the effect it can have on marketing. It also demonstrates the importance of following up with inquiries. This person had valuable feedback that would not have otherwise been heard.
Stan Magleby
www.pinnacleqi.com
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