Clear Home Solutions founder Marty Stevens-Heebner joined the Probate Weekly Podcast on August 2 to discuss the crucial role of senior move managers in facilitating a more compassionate and gentler move experience. Marty answered questions from real estate agents and other podcast listeners, addressing how move management companies retain dedicated employees, how Clear Home Solutions reaches new clientele, and the top mistakes of real estate agents when listing a home for a senior client.
Keep Calm and Collaborate!
Partnerships, collaboration, and symbiotic relationships aid the Clear Home Solutions team in their mission to simplify every move. New business for CHS funnels through a network of partner sources like fiduciaries, attorneys, and real estate agents.
However, one of the most common struggles Marty and her team witness when working alongside moving companies or real estate agents is simply not understanding the emotions behind the move. Empathy, she emphasized, is the most important quality when working with seniors.
“There is so much emotion involved. It can be unpredictable,” explained Marty. “We can have a target date to put a house on the market, but it could take longer.”
How CHS Guides Senior Moves for the Greatest Generation
Real estate agents and others involved in the moving process must understand the mindset and unique struggles of the current generation of seniors. Many seniors grew up during the Great Depression or were the children of parents who struggled during the Great Depression. The extreme poverty of the Depression and the limited resources during this period deeply impacted their youth and life experiences.
“You can’t judge,” Marty explained to Bill. “This generation [of seniors] is the Greatest Generation and the deprivation generation. That’s why it’s hard for them to let go of everything. When they were younger, they could not be a burden. Now it’s difficult asking for help.”
Compassion and empathy are crucial personality traits for Marty when interviewing potential employees. She discussed how employees learn how to navigate tough situations, including how to guide senior clients on what to keep, donate, or throw away.
“We know how to ease the tension. When I’m training new employees and the client wants to keep a pencil, you address the pencil. You keep the pencil,” she said. “Then we ask ‘how are you feeling? Do you need a break?’ They’re terrified; they’re moving. They’re scared.”
Every Item Has a Story…Listen!
Marty explained to podcast listeners that every situation and client is unique. To help seniors let go of possessions, move managers encourage clients to share the stories behind the item. Often, telling the story, explaining the history of an item, eases the burden of letting it go and leaving it behind.
“Frequently during the first session and part of the second, nothing goes in the trash bag,” Marty stated. “You need to build that trust and get a feel for what that client values.”
CHS Employees Always Smile…Here’s Why
Ultimately, the joy and satisfaction of helping seniors and their families during a major life transition fuel the hearts and minds of the entire team.
“You go home knowing you eased a burden,” Marty told listeners. “Even if they didn’t say thank you. You did good work, important work. You made their lives better.”
Learn more insights about move management, watch and listen to the full podcast today!
Enjoyed this article? Make sure to also check out our previous post 'How To Move Your Parents'
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