The New Owner’s Guide to Client Onboarding

Starting a home care agency is exciting, but sustainable growth requires more than just compassion—it requires a system. A strong onboarding process is your secret weapon for retaining clients and ethically increasing revenue.

Here is how new owners can master the process from day one.

1. Before & During the Consultation: Be the Expert

Your job is to lead, not just sell.

• Make the Welcome Call: Call the decision-maker before the consultation. Confirm details and set expectations. This simple step establishes you as a professional before you even walk through the door.

• Prep Your Forms: Fill out your assessment form ahead of time. Use this form to guide the conversation; it prevents the meeting from going off-track and positions you as the authority.

• Make a Recommendation, Not a Sale: Families are overwhelmed; they want you to tell them what they need. Recommend specific schedules (e.g., "4 hours a day, 4 days a week") and establish weekly minimums to ensure consistent care.

• The Assumptive Close: Don’t ask if they want to start. Ask when. "We have a caregiver ready for Tuesday. Does that work for you?"

Read more: How To Win Your First (& Every) Home Care Service Inquiry

2. Quality Assurance (QA): The Key to Retention

Retention is about constant communication.

• Schedule Early: Book your first in-person QA visit before you leave the initial consultation.

• Stick to a Cadence: For hourly clients, aim for monthly or bi-monthly visits depending on their hours.

• Show Your Value: Add these QA visits as a line item on your invoices with $0 cost. It reminds families that you are actively managing their loved one's care.

3. The "Upsell" is Just Good Care

Use your QA visits to spot changes in condition. If you notice a client isn't eating or needs more help, call the family and make a professional recommendation to increase hours. You aren't selling; you are keeping their loved one safe.

Ready to master the operational systems that drive revenue and retention? Sign up now for our Mastering Home Care Operations!