It’s great that you are providing a high level of care for your clients, but are you providing the same level of care for your own business?
At CareInHomes, we work with over 2,000 home care providers across the country. This experience gives our experts unique insights into many of the most common questions that caregivers have about their own businesses.
The answers to these popular questions all share common themes: they are quick, simple to implement, and have helped many caregivers by producing real world results. Because these tips have proven to be so useful, we would like to share them with the CareInHomes community.
What is the best way to contact a referral?
While everyone is different, there are a few best practices that can make your outreach to a potential client more effective. Start with a phone call and be sure to make the call as soon as you receive the referral’s contact information. If you do not reach the potential client, leave a short voicemail introducing yourself, what you do, and your contact information.
How many times should I try to contact a referral?
You should try to reach out to a referral at least five times. As you know, a life-disruption such as an accident or health issue is often what starts the home care search. This can make people more difficult to reach. Remember, patience and persistence are often key to getting a new client.
Should I only call?
No. If you have other ways to reach a potential client, you should use them. Most referrals provide an email address along with their phone number. It is highly recommended that you email at least once as well as call. For some clients, email is actually a much more convenient way to communicate. This is especially true if they are looking for care for a loved one and are busy during the workday.
When should I contact a referral?
Most of the time, you should reach out to a referral immediately upon receiving their contact information. To help you call as soon as possible, CareInHomes offers an optional text notification and a live-transfer service between 10am and 4pm CT at no additional charge.
While making a short courtesy call right away is an important first step, it also key to note that many referrals specify a preferred contact time. Other than the initial courtesy call, it is best to center your outreach efforts around this time.
How frequently should I call?
While it is important to call quickly and to reach out to referrals at lest 5 times, it is also important to find a balance between responsiveness and being pushy. As a rule of thumb, you should not reach out to a potential client more than once every 4 hours.
This is very much a case-by-case question, but in most situations we see in home care potentials decide within a few weeks.
As a care provider it is important not to lose patience. This is a major life decision for most people and the may take their time. One care provider had a client decide to sign up 18 months after the first phone call! While this is much longer than the typical timeframe of 2 to 4 weeks, it is a very important reminder that, patience can be rewarding.
How to help a client decide about care?
If a potential client is unsure about whether in home care is right for them. Always be sure to point out that home care is not all-or-nothing. It is often easier for a client to accept some care and to experience the benefits first hand rather than starting with a more involved level of care that they are unsure they absolutely need.
Remember, something motivated them to start searching for care in the first place. In many cases, asking what triggered the search can help you to more clearly explain which of your services may be most relevant to their immediate needs.
How patient should I be if a referral seems unsure about care?
If a client needs time to decide, do not just leave the conversation there. Schedule a time to check in, answer their questions and keep in touch. If you are on their mind and a helpful resource, they will be much more likely to want to work with you when they do commit to care.
How many referrals will become clients?
This will depend on many factors, including whether you have created an effective client message. As a national average, CareInHomes referrals chose to sign up with the caregiver approximately 20% of the time.
Time after time, providers taking these tips to heart have quickly improved their home care business and helped to turn more referrals into new clients. You work hard to provide quality care and we are here to help you grow your business.