Things Families Notice on a Facility Tour

Things Families Notice on a Facility Tour
Things Families Notice on a Facility Tour

When families tour your assisted living facility, they’re making more than a first impression—they’re assessing whether your community is the right fit for their loved one’s care, safety, and quality of life. Families want reassurance that their loved one will be well cared for, safe, and happy in their new home. Here are the top three things they’ll likely focus on during their visit:

 

1. Cleanliness & Smells

Cleanliness is one of the first things families will notice when walking through your doors. A well-maintained environment not only reflects the facility’s attention to detail but also communicates respect for the residents who live there. Families want to see that the living spaces, common areas, and even harder-to-reach spots are spotless and well-cared for. More importantly, they’ll notice the smell. A fresh, clean scent leaves a great impression, while unpleasant odors—whether in hallways, rooms, or bathrooms—can raise concerns about hygiene practices and overall care. This can be a dealbreaker for many families.

 

How to Improve: Develop strict cleaning protocols and regular inspections to ensure high standards. Use air purifiers or diffusers to maintain a welcoming, fresh smell throughout your facility. If odors are an issue, take swift action to resolve the source and prevent future concerns.

 

2. Staff Interaction

Beyond the aesthetics, families will closely observe how staff members interact with residents and visitors alike. Do staff greet residents warmly? Are they engaged and attentive during conversations? Are they quick to offer help when needed? These are signs of a positive and respectful relationship between staff and residents—something families want to see. No family wants their loved one in a facility where they feel isolated, neglected, or uncomfortable. The tone of staff communication, their body language, and even their level of eye contact speak volumes about the overall care philosophy of your facility.

 

How to Improve: Prioritize ongoing training for staff in customer service and compassionate care. Encourage staff to be mindful of their demeanor, and create an environment where friendly, respectful interaction is the norm. Positive staff engagement can make all the difference in how families perceive your facility’s atmosphere.

 3. Resident Appearance & Engagement  

Families are not just evaluating the facility itself—they’re also looking at the residents. They want to see that the individuals living there are well-groomed, clean, and dressed appropriately. This is an indicator that your staff is attending to the basic personal care needs of residents. Beyond appearance, families want to see residents who seem happy, engaged, and active, participating in activities and interacting with one another. A vibrant, social environment with smiling residents can be the deciding factor for a family looking for a home where their loved one will thrive.

 

How to Improve: Ensure your residents receive daily grooming and hygiene support if needed. Engage residents in meaningful activities that align with their interests and capabilities. Having staff foster social connections among residents and encourage participation in events helps build a lively, caring community.

 

 Making the Right Impression  
Knowing these top three things families notice gives you a powerful tool to improve your facility’s appeal. Families are looking for more than just a well-run building—they’re searching for a community where their loved one will be respected, valued, and cared for like family. To make sure you’re making the best possible impression, consider the following tips:

Conduct Regular Facility Walkthroughs: Take the time to walk through your facility daily, observing areas from a visitor’s perspective. Notice any issues with cleanliness or smells and address them immediately.

Encourage Positive Staff Engagement: Set expectations for staff to treat each resident with kindness, respect, and compassion. Sometimes, a simple friendly interaction or extra attention goes a long way in building trust.

Focus on Resident Well-being: Regularly review your resident care plans to ensure that personal hygiene, grooming, and daily engagement are prioritized. Make your residents feel seen and heard, and they’ll reflect that positivity to prospective families.
It’s easy to get caught up in operational tasks, but it’s the personal touches and small details that truly stand out to families on a tour. By addressing these top three areas, you can create a lasting impression that reassures families their loved one will be in great hands. At the end of the day, a facility that feels like a warm, welcoming home makes all the difference.