California’s Top Rated Local® Senior Living Communities Award Winner: Eskaton

Top Rated Local® is pleased to announce that Eskaton is a 2018 award winner for senior living communities in California!

Whether you or your loved one is looking for assisted living, memory care or independent living, look no further than Eskaton.

Eskaton has earned dozens of online reviews with an average rating of 4.82 stars, an incredible Rating Score™ of 95.21 and a 2018 Top Rated Local award for being ranked among the top 10 senior living communities in California!

Here’s just one of their many five-star reviews:

“My parents, both in their 90s, moved to Eskaton Village in July, 2010. We had researched a number of assisted living facilities, and in spite of slightly higher costs, we chose Eskaton. We were impressed by the quality of the facility. In fact, we have always kidded dad and mom about living in a four-star resort! During the past two plus years, there has never been a regret on either the part of my parents or our family. They have enjoyed everything about Eskaton, especially the quality of the care they receive from the staff. We live out of state but have spent quite a bit of time at Eskaton (at least six visits a year) with my parents…We continue to be impressed with the quality of care and the responsiveness of the staff. We are very glad we chose Eskaton Village Roseville!” – Paul H

Not Your Average Senior Living Community

Eskaton is a nonprofit company that has been around for 50 years now. In fact, they’ve grown to be the most diverse nonprofit serving seniors in Northern California! However, that hasn’t always been the case. Eskaton started as a hospital company, but after their Board of Directors identified the needs of the many underserved seniors in the community, they expanded to offering more senior services, and today, they have grown to more than 30 locations. Eskaton offers the entire continuum of care, and nearly 50 percent of the people they serve are low-income.

We asked Lola Rain, the Director of Digital Media, why they do what they do and how they work to make the world a better place. Here’s what she had to say:

“Our mission is to enhance the quality of life of seniors through innovative health, housing and social services. We stay focused on that goal in everything we do. You’ll hear the term, ‘innovative,’ all the time around our communities because it’s the approach we take. As an example, we rolled out an engagement platform to increase the contact between our residents and their family members, other residents and even our staff. A lot of older adults don’t have smart phones, so we’ve provided tablets that allow them, through the touch of a button, to call their families and loved ones. They can also call their neighbors throughout the building. They can play games and even communicate through video. It’s fun because they get really competitive when they play games, and there’s even a leader board where they can compete with each other. The tablet even allows the residents to turn lights on and off, adjust the thermostat, etc. with the Smart Home feature. It’s incredibly comprehensive, and our residents love it! I don’t know of any other community locally that has anything like that.”

Building Success Through Effective Reputation Management

According to Lola, growing Eskaton’s online reputation has been a huge goal for the organization. They know that consumers are looking at their ratings and reviews online, so they make it a point to manage their reputation effectively.

They do so by actively engaging with their residents and their families, as well as other guests in the community. When residents and guests compliment the team at Eskaton, they encourage them to go online and leave a review. It’s important to Eskaton that reviews contain honest feedback so that prospects can use them for making their decisions.

In addition to managing their online reputation, Eskaton does a lot of inbound marketing, such as print ads, billboards and email, as well as online video, digital ads and social media posts.

They’ve recently developed a new brand message with the goal of changing the negative perception of aging, called “Age is Beautiful.” This brand message is meant to be all-inclusive, no matter what a person’s income bracket, age or psychographics may be.

We asked Lola what advice she has for other business owners looking to grow their business and build their online reputation. Here are her words of wisdom:

“The first tip is to monitor your reputation. Whether they’re good or bad, respond to reviews as quickly as possible. If someone has a complaint, don’t just absorb it. Take it to a leader that can address the complaint effectively. You also want to ensure that you’re not publicly accepting responsibility for things until you’ve had a chance to do some research. Before you handle a potential complaint, be sure to understand the situation to the full extent, and don’t jump to conclusions.The bottom line is that it’s important to have policies and procedures in place. Know what your method is to capture reviews, and how you’ll handle them when they come in, whether they’re good or bad. There are usually a lot of cheerleaders for your organization, so take advantage of that. Also, keep in mind that platforms, like Yelp, discourage businesses from asking for reviews, but that isn’t a good business practice. Remember that if you’re not managing your online reputation, you’re not putting your business’s best foot forward.”

Congratulations to the team at Eskaton for being a 2018 Top Rated Local award winner, and thank you so much, Lola, for taking the time to speak with us!

If you or your loved one is looking for assisted living, memory care or independent living, we highly recommend looking into Eskaton. Visit their website today!

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