Plugging in Alexa and helping with objections
We recommend presenting Alexa as a gift and a new component of their apartment, just like their closet or appliances. We often refer to Alexa as a “clock radio that you can talk to.” This metaphor associates the Alexa with a previously comfortable and usable item and lessens the fear about new “technology.”
What are some common objections?
Often, residents will push back on receiving an Alexa and say they don’t want it or need it. Alexa is not just for entertainment. As you will find, Alexa is a communication tool, it impacts wellness, and it is a business tool for staff.
Here are some common examples and ways to address them:
|
OBJECTION |
RESPONSE |
|
I don’t like it/I’m not good at technology. |
Alexa is not like other technology, there are no small screens to look at our new gadgets to learn, you can just talk to Alexa like you would speak with a child. |
|
I don’t need anything new. |
Alexa is a great way to keep in touch with others in the community and get updates, you might not need it, but you might like it. |
|
I don’t want it listening to me. |
Alexa is only listening when you call her name. Otherwise, she is not listening. Alexa also doesn’t record or store any of your interactions or information. |
|
Will it try to sell me things? |
No, the Alexa provided by Speak2 does not store any personal information or credit cards, so you will not be asked to purchase anything. |
|
How much does it cost? |
This answer is based on your community and how you are managing the cost of Alexa and Speak2. Your community has likely done an ROI exercise with Speak2, and most communities do not charge residents for Alexa, as it actually saves the community money. Residents are very distrusting of this topic, so some level of assurance may be needed. |
Staff Objections
We find that staff can be as skeptical and as much of a barrier as residents. Many of the same objections are voiced by staff. We will not repeat these as they are similar to the above.
Our common experience is that staff are concerned about the following:
|
OBJECTION |
RESPONSE |
|
This will add to my work, and I’m already busy. |
There may be some upfront learning for everyone, but the overwhelming evidence shows that Alexa lessens many tasks and requests. |
|
My residents won’t do this. |
This bias is common, but we have many residents in their 90’s and many over 100 years old who use and enjoy Alexa. Further, if staff think or illustrate that residents won’t do it, it is the biggest influence on residents trying and succeeding. |
Prior to Distribution
It is likely that Speak2 has worked with your community to provide signage, posters or other handouts to promote Alexa and the overall program. Ideally, Alexa is being provided as a gift from the community, so communicating with residents about this a few weeks prior will get them excited and prepared.
Tip: Make the Alexa distribution a fun event or special day in the community - it helps get all parties excited. A workshop is highly recommended!
We highly recommend doing a workshop on the day of distribution. Either Speak2 can execute this as part of your engagement, or if you are doing this with community staff, Speak2 can have training sessions and provide materials and ideas for a resident workshop to generate excitement and provide education on the program.
Preparing for Distribution
In addition to having a comfort level with the basics of Alexa, such as asking for the weather, the news, some trivia, the time, and music, it is helpful to have the Resident Playbook or handouts with you when distributing the Alexas.
Below is a checklist that can help:
- Ensure all Alexas are labeled for the intended room and organized on a cart for easy distribution
- Have the appropriate number of Playbooks or printouts to give to the resident with their Alexa.
- Choose a time of day when residents will be home and have the energy to engage.
- If in AL, be sure to have a key to enter or have a staff member with access to help.
Find more information on this in other articles.