Mastering Client Intake & The First Week of Care
Too many new agency owners possess a strong mission but lack the operational infrastructure to back it up. This gap is most dangerous during Client Acquisition and Intake.
Far too often, agencies accidentally sabotage their own growth. Whether it’s referring away business that doesn't fit a rigid criteria or dropping the ball during the chaotic transition from “prospect” to “active client,” money is being left on the table.
Here is a high-level look at what a robust, revenue-generating, “24/7 Solution”, intake process actually looks like.
1. Make Them Say "No" to You
A common mistake is acting as a "24-hour cog" rather than a "24/7 Solution." If a prospect needs only a few hours of care a week, do you refer them to a competitor? If so, you are handing away market share.
Instead, adopt a pricing strategy that protects your margins while keeping the door open. If a client needs a "clunky" shift (like 10 a.m. to 2 p.m.), price it at a premium. If they agree, you have the margin to pay your team well. If they decline, they said no to you—you didn’t say no to them. This mindset shift alone can stop your revenue from plateauing.
Read more: How to Win Your First (& Every) Home Care Service Inquiry
2. The "Warm Hand-Off" is Non-Negotiable
Once the contract is signed, the real work begins. The time between the consultation and the first shift is where trust is either cemented or destroyed.
A true "24/7 Solution" approach requires an administrative team member to be physically present at the start of the first shift. This introduces the caregiver, eases the client’s nerves, and ensures reliability. Is it time-consuming? Absolutely. Is it optional? Not if you want to be the best in your market.
3. Aggressive Relationship Building
The first week of care is delicate. It requires a rigid system of follow-ups within the first 24 to 48 hours. Furthermore, you cannot rely on a single point of contact. You must build relationships with the entire family network—every son and daughter—to ensure you aren’t blindsided by family dynamics later on.
Feeling Overwhelmed?
If you are reading this and thinking, "How am I supposed to implement premium pricing tiers, create physical intake checklists, conduct on-site introductions, and manage complex family follow-ups while trying to hire caregivers?"—you are not alone.
Building the operational infrastructure to handle this level of service is a massive undertaking. It requires detailed policies, specific scripts, and battle-tested procedures. If you try to build this from scratch, you risk burnout before you even hit your stride.
Don’t reinvent the wheel.
We have already built the systems, the checklists, and the strategies for you. If you are ready to stabilize your pillars and stop leaving money on the table, join us in Mastering Home Care Operations. Let us help you build a foundation that stands on its own.
