Responding with care

A one-on-one with Ashby Ponds Sales Director Holly Henderson

Created date

August 11th, 2020
Ashby Ponds Sales Director Holly Henderson (pictured far right) expertly leads her team in meeting the needs of both current and future residents throughout the COVID-19 precautions.

Ashby Ponds Sales Director Holly Henderson (pictured far right) expertly leads her team in meeting the needs of both current and future residents throughout the COVID-19 precautions.

Worldwide, the arrival of COVID-19 ushered in the advent of a new “normal,” complete with carefully thought out safety precautions and protocols. For the sales team at Ashby Ponds, an Erickson Living-managed community in Ashburn, Va. keeping residents safe and happy meant readjusting traditional work responsibilities to best serve the community.

In the months since the phased reopening of the community, the sales team is, once again, returning to their original roles, while continuing to serve both community members and future residents.

“While the last few months are unique, they have brought with them an unprecedented demand for the Erickson Living lifestyle,” says Ashby Ponds’ Sales Director Holly Henderson. “While quarantining alone in their homes many people began to re-evaluate their retirement needs.”    

Recently, Henderson sat down with the Tribune to share the most common questions her sales team is receiving now that Ashby Ponds is, once again, receiving prospective residents on campus.

Q: How did Ashby Ponds respond to people planning to, or interested in, moving to the community during the COVID-19 shelter in place directive?

A: With the utmost care. With numerous safety protocols in place and working directly with our on-site medical center, our sales team was able to safely move new residents into their homes. And while the majority of our team filled untraditional roles during this time—including working for our concierge delivery, contact tracing, or meal delivery—two team members were always in the sales office. We wanted to ensure that there was always someone available to answer incoming calls.

Our team facilitated virtual tours of apartment homes and on-campus amenities. Many times, this meant using Zoom or FaceTime as our team members walked through the campus, with the prospective resident watching and asking questions on the other end.  

Since June, we have opened once again to on-campus visits as the result of our secure screening program. We are also able to offer home visits again to prospective residents, depending on the comfort level of each individual. For those who prefer, we use Zoom to “tour” a prospective resident’s current house to make suggestions and help prepare them to sell. 

Q: What changes did you see in the demand for the Ashby Ponds lifestyle during this time? 

A: We definitely saw a huge increase in the number of people wanting to move to Ashby Ponds from out of state. Many of the calls we received were from people with family members in Loudoun County, who, because of the environment, wanted to move closer to their loved ones. As a result, we are now helping people move from Florida, Mississippi, and California. 

We also saw a substantial increase in resident referrals. As our community members connected with friends, they were able to share just how safe life is at Ashby Ponds and the many efforts taken to keep people engaged and happy. Sheltering at home was by no means the easiest of times, but it was evident to those not living on campus that our community was making the best out of a tough situation.  

As a result of all these things, we are currently facing a scarcity of available apartment homes, something we never would have suspected in the early days of COVID-19.

Q: What is your advice to someone who is interested in learning more about a future move to Ashby Ponds? 

A: Please, give us a call. We understand that circumstances are changing every day, and our number one goal is to work with each individual in a way that is both comfortable for them while ensuring both their safety and the safety of our community members. This includes scheduling visits, by appointment only, or meeting via telephone or video.

To connect with the Ashby Ponds team, request a brochure and a member of the team will reach out to you.