How Royal Oaks Transformed Senior Living Sales Coaching with Rilla

Before Rilla, Royal Oaks had virtually no visibility into what was happening during prospect tours. The only option was for the sales manager to physically sit in on visits but that changes everything. "Any time you bring a third person in, it changes the relationship between the prospect and the residency counselor," explained Carrie Lopez, Marketing & Sales Manager. Mystery shopping wasn't a real alternative either: "Those of us that have been in the industry for a long time can spot a mystery shopper, and it just wastes everybody's time."

Rilla solved this by letting the team record every tour and giving leadership full visibility without disrupting the experience. "Rather than us taking time away from looking at somebody eye to eye and taking notes, we're able to just concentrate on the person in front of us," said Lopez. For Julianne Oren, a Residency Counselor, the impact was immediate: "It is like having a personal assistant that's taking notes for me, that's recorded things and stored it so that I can utilize that information."

The team quickly adopted features like Rick AI and the script tracker as part of their daily workflow. "I absolutely love Rick AI. Rick AI is my next touchpoint, the next place I go to see what's gone well," shared Oren. Lopez uses the keyword search to quickly find specific moments: "If there is a particular thing that we are trying to remember, we can just put in a keyword and it'll take us right to that conversation."

Over four months, Kerri Lopez watched her team tighten their process, cut down on giving too much information, and ultimately make tours better for the prospect. And the time savings were massive: "I can spend 5 minutes instead of an hour and a half or 2 and a half hours," said Lopez.

The team was initially resistant to being recorded, but they came around entirely. "While the sales team was incredibly resistant to begin with, they have come around and are now using it to help themselves be better. They're able to do some self-reflection and see where they can improve," said Lopez. Oren echoed this: "It was not an easy thing to hear that we were going to start being recorded. And it actually was a beautiful surprise when I got done and that first little report came in and I got to see what it actually did."

For Oren, the transformation has been personal. "My active listening has improved. It slowed me down, in a way that has made it more comfortable. And I can see that response in the people I'm working with," she said. "There wasn't that mirror to look in before. This just gives me a real mirror, a real fine-tuning chance."