The Biggest Challenge Of A Home Care Business: Part 2

The Biggest Challenge  Of A Home Care Business: Part 2


Hi folks, Steve the Hurricane
here and for today’s episode of A Drink with the Hurricane,
we’re gonna continue the two part series on
inquiry management, cheers. A Drink with the Hurricane,
the home care sales and marketing talk show
that discusses all things growing your home care business. (bright music) All right, so last week I talked about the 20% of people do
it wrong, 60% of people do it incomplete and 20% do it right. Now today, what I wanna talk
about is answering the call and more importantly, who
should answer the call? Because a lot of people
don’t get this right. And this is where there’s a big disconnect in most of the offices out there. Who should answer the call? A lot of times people think
it should be a scheduler. A lot of times people think
it should be a recruiter, especially if it’s an
inquiry for employment. A lot of people think it
should be the marketing person if it’s an inquiry for
services, but the correct answer in your organization is who
should answer the phone? Everyone, every single
person in your organization should know how to handle
an inquiry for a caregiver looking for work and an inquiry
for a prospective client. Because you don’t know when
someone’s going to call, or who they’re going to be, you don’t know if it’s either or and you never
know when someone’s gonna be out of work because they’re
sick or they call out. You never know if you have one
person who does it and then that person’s on the phone or
that person’s in the bathroom, these are normal things that
happen every single day. And what happens when you
have one person who’s trained on handling an inquiry,
an inquiry calls in, that person is busy, preoccupied,
doing something else, the person who answers
the phone is not trained on how to do this, so they
don’t know what to say so they say something like, can I get your name and your phone number and I’m gonna have so and so call you back or can you call back in 15
minutes when so and so is ready, they’re just on the
other line or whatever. And then they hang up the phone. And now, you may think to
yourself, that sounds good, that’s fine, and that
is a common response. Some of you probably do this right now and you’re probably shaking your head, yeah, this is what we do,
that is what we would do. But here’s the problem,
this is a caregiver market, it’s not a home care
market, meaning caregivers, there’s not enough of them,
we can’t get enough of them, so if they hang up the phone,
yeah, they could call back in 15, 20 minutes, but more
likely, they’re gonna go to the next job opening
they see, call that person, speak to somebody, get an
interview set up and that’s it. Caregivers, they don’t go
on five or 10 interviews, they get one appointment and that’s it. If it’s an inquiry for services,
it’s the same exact thing. They’re gonna say, oh
sure, I can call back. They’re gonna hang up the
phone, they’re gonna look at their Google list or they’re
gonna look at whatever sheet is given to them from a social
worker or the brochures, they’re gonna call the next company. And if the next company
handles it correctly and they get an appointment
to discuss services, they’re not gonna call back. And then, and you’ve probably
had this happen to you, the one person who’s
trained to do it calls back and then the person
goes, oh no, it’s okay, I got an appointment with
somebody else, we don’t need it, or I already got an
interview somewhere else, if it doesn’t work out,
I’ll call you back. And then you never hear
from that person again. And you know what that is folks? That is opportunity lost, wah wah. You just lost out, you
lost that caregiver, you lost that client and
these are things that cause me to just scream because
that’s money that’s wasted. Whatever revenue could
have come from that client, your marketing effort,
your marketing dollars, your marketing training,
your SEO, your pay per click, whatever generated that lead, wasted. For your caregivers, your
job postings, your ads, your time of your recruiter
spent to get the ad out there and all of that, wasted. So, don’t waste it. Now, how do you get everybody up to speed? You gotta have inquiry
training, that’s the solution. I do this all the time
with people, you gotta have a couple things, and I’ll
give you some take aways. Number one, you gotta have a process. What is your process, how
do you answer the phone? That’s super important, I
actually booked a massage yesterday, swear to God as my witness, I came back from Houston
on Sunday, real late, we’re filming on a
Tuesday, I took Monday off and I was like, you know,
before I get on a plane tomorrow and go to Dallas, let
me just get a massage and take care of myself, do some self care because I don’t wanna run
myself into the ground, I travel every week, all the time. So, I called the massage
parlor, now I know the massage parlor, but when
I called the massage parlor, they didn’t answer the
phone, oh, thank you for calling Ping’s Spa,
they answered, hello? At first I actually thought
I called the wrong number because they said hello, there
was no professional greeting. So you’ve got to have
a professional greeting and it should sound like I’m
calling a legitimate company, not just answer, hello,
how can I help you? Make it professional, this is Hurricane Marketing Enterprises,
thank you for calling, I’m Steve, how can I help you? Something of that nature, that goes to your process, all right? Second thing is, you should
have some kind of sheet or form to be able to take notes,
to be able to ask questions of both the caregiver and
the prospective client. You should have some kind of
flow, there should be some kind of order or information
gathering to help to determine if this is the right person
for you or you’re the right person or right company for
them, that’s super important. And then, number three, you should know what you’re talking about, right? And this one is real easy. I’m not sales person, I don’t know that. Everybody in your company
is your sales person. If you work at a company,
you know what you do, you know what home care is and
you understand how you do it. You understand what a customer looks like, you understand what their needs are and you understand that we
place caregivers in the home to help somebody with their
activities of daily living to prevent them from
going to the hospital, that’s about as basic as it gets. You know your job, you know your business. The only person who I
would give an exception to everyone in your company
being able to answer the phone is a new hire, like, in
their first two weeks, somebody who’s brand new
should not answer the phone, but after three weeks being there, they should know enough to
be able to handle an inquiry, especially if you have a process, you have some kind of inquiry sheet and then you know what
you’re talkin’ about. They should know enough
to be able to answer the phone and talk somebody through it. An inquiry, whether it’s a caregiver or a prospective client,
is somebody inquiring about something, they’re contacting
you to inquire about a job, they’re contacting you to
inquire about services, they’re calling to find
out more information. It’s a request for
information and answering it correctly is customer
service, it’s not sales. The goal of the phone
call should be to schedule an appointment, that is your
sale, whether it’s a sale to interview somebody for work
or a sale to sign somebody up as a customer, that’s your
goals, that’s your process. Now if you don’t have a process, if you don’t have a sheet, if
you don’t know how to do this and create this and train people on it, this is what we do at Hurricane
Marketing Enterprises. Actually, it’s a piece of what we do. Our clients are converting
at 40% or better. If you’re not converting at 40% or better, maybe you should pick up
the phone, give us a call and let us help you blow
away the competition. So if you like this content,
then you have to sign up for my free course Initiate,
Master Your Home Care Business. All you gotta do is go to
HomeCareMarketing.net/Initiate for details.
(bright music)

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