Sunrise of Glen Cove

I recently had an experience with Pam, the Director of Sales at Sunrise Assisted Living, while trying to secure a placement for my mother, who has advanced Alzheimer’s. Unfortunately, my interactions with her were disappointing and frustrating, leading me to reconsider our options. Pam seemed more focused on talking than listening and was dismissive. Despite my requests for her to understand my concerns, she repeatedly redirected the conversation to what she perceived as my "problem" with placing my mother in a facility. This lack of empathy made it difficult to have an open dialogue about my family’s needs. During a crucial moment when I was prepared to finalize a deal, Pam abruptly ended our conversation to take another call. This felt dismissive, especially given the emotional weight of the situation. It’s essential that prospective residents and their families feel valued and understood, rather than forced to follow her sales process and closing techniques. I’m in sales & finance with the oldest manufacturer of automobiles in the world. I am used to providing and receiving a certain level of service. This is not the gold standard, great book by the way nor how you sell a luxury good or item and it’s $16,000 a month that’s a luxury item. While I believe that assisted living can be a necessary option for many families, my experience with Pam left me feeling unsupported and frustrated. I hope that the facility can improve its communication and sales approach to better serve families in similar situations. I urge Sunrise Assisted Living to consider training their staff, especially in sales roles, on the importance of empathy and active listening. Families facing these decisions deserve compassionate and attentive support. This would’ve been the easiest deal of Pam’s life, but interrupting a potential customer that you were trying to close mid sentence to tell them you’re getting another call It’s not just unprofessional it’s unacceptable. And NO I did not curse at Pam. Those calls are recorded pull the audio. I’ve contacted corporate. Let’s see if they follow up with me!