As the saying goes, you can lead a horse to water, but you can’t make him drink. You can implement all of the best home care marketing tips, but when those calls start coming in, is your staff equipped to respond to them with kindness, warmth, compassion, and knowledge?
One way to find out is to do a mystery call to your own office. Note how quickly the call is answered, how courteous and helpful the staff member is to your inquiry. Check to see if they ask where you heard about the agency. Do they LISTEN first, ask questions, and then respond with how they can help?
Also assess follow-up: assuming they tried to schedule an in-home assessment, did they follow up by sending you information targeted to your particular issues? Was it timely? Was it professionally written?
If they did well on all counts, there still may be another issue. Take a look at your pricing. Look at the competition, comparing what you offer versus them. Review your messaging in all of your marketing channels: website, brochure, social media, email campaigns, etc. A thorough assessment of your agency from top to bottom will help you uncover both your strengths and weaknesses.
Our aging care marketing team at MOST can help you with professional mystery shopping and can also recommend and implement solutions to improve your conversion rate. Contact us online or call 800.370.6580 to learn more.