The adult child searching for senior living for their parent is in crisis. They are anxious, overwhelmed, and often researching while managing a full-time job, their own family, and an aging parent's declining health. They contact 3–5 communities simultaneously, and the community that responds first with empathy, information, and a scheduled tour date wins the move-in.

The inquiry-to-tour pipeline is where senior living revenue dies. An inquiry comes through the website at 7 PM on Tuesday. The admissions coordinator checks web inquiries Wednesday morning. She calls the daughter back at 10 AM — the daughter is in a meeting. She leaves a voicemail. The daughter texts back at noon. The admissions coordinator doesn't see the text until 2 PM. By 3 PM, the daughter has toured two other communities that responded within 2 hours via text with a personalized message, availability information, and a confirmed tour date.

For a 100-unit senior living community with 15 vacant units, our diagnostic framework identifies that 25–40% of inquiry-to-tour pipeline failures are attributable to communication fragmentation — multi-channel inquiries that fall through the gaps between phone, email, web forms, and text. At an average resident lifetime value of $180,000–$360,000 (2–5 year average stay at $5,000–$6,000/month), each lost move-in to a communication failure represents the most expensive operational error in senior living.

The Protocol installs unified communication infrastructure that captures every inquiry — phone, web, text, email, social — into a single timeline, responds within minutes with personalized information, and schedules tours automatically. For memory care communities, where the decision-maker is always a family member (never the prospective resident), the system adapts its communication style to address the specific anxieties and information needs of adult children making the most difficult decision of their lives.