How To Win Your First (& Every) Home Care Service Inquiry
Securing your first client is a massive milestone. The key to winning a service inquiry is turning a prospective client's call into a consultation. This lies in preparation, presence, and purpose. The goal is simple: convert the call and get into that living room.
Before the Phone Rings: The Power of Preparation
You can't win if you don't know the rules. Before you or your team take a single inquiry call, ensure you are knowledgeable and ready:
Master Your Details: Know your service area, scope of services (what you can and can't do), and your care service rates (know the range, even if you avoid quoting specifics).
Identify Your Differentiator: What makes your agency different from the competition? Be ready to communicate this unique value.
Train and Role-Play: Review the process, expectations, and goals with your team. Role-playing is crucial, especially for new employees, to ensure a smooth, professional response.
During the Call: Be Present and Relational
When that call comes in, the caller is often under stress. Your reaction sets the tone:
Stop Everything: Do not multitask. Stop what you’re doing and be fully present in the call. This immediately shows you value their situation.
Establish a Code Word: Have a quick, clear signal in your office (like "Stop. We have an inquiry") so the whole team knows to support the caller's focus.
Gather Information, Not Features: Let them tell their story. Listen with empathy. Avoid running down a laundry list of services (meal prep, medication reminders, etc.). Instead, gather key details: Who are you speaking with? Who needs care?
Be the Expert: Once they share their story, package it back to them, confirming their needs and positioning yourself as the expert of care. Avoid giving exact rates if possible; provide a range or share a similar client story.
Closing the Deal: The Assumptive Close
The single goal of the inquiry call is to schedule the consultation. This builds trust and gets you one step closer to closing:
Assume the Next Step: Use the assumptive close. Instead of asking if they'd like a visit, state the next logical step: "What we'd like to do is come out and meet you one-on-one..."
Give Options: Immediately provide two specific, clear options for the consultation time: "I'm available tomorrow afternoon at 2:00 and I also have Friday morning at 10:00." Move right into scheduling.
Winning the first call is just the beginning. Mastering Home Care Operations helps you build the systems that deliver on every promise you make. Learn more and register today!
