Objective To explore the strategies for improving customer communication before the elderly formally admitted to the medicalnursing elder care institution. Methods A total of 115 elderly people who booked to stay in the nursing home were randomly divided into an observation group (n=58) and a control group (n=57). The elderly in the control group were given routine care: full consent of the service contract was explained on the first day and then a free, experiential 2week service program was provided. Their counterparts in the observation group also received the free, experiential service program in which contents of the service contact were explained in different stages by a dedicated team. Results After the free, experiential service program, the observation group had higher satisfaction with the service, better understanding of the service contract, and higher rate of formal admission compared with the control group (P<0.05, P<0.01). Conclusion Communication provided by service team in different stages may enhance customer satisfaction and formal admission to the elder care institution in the elderly who have the willingness to stay in the medical-nursing elder care institution.