This episode of the Care CEO Success Stories podcast features Jac Owen, founder and managing director of Connect, which handles enquiries on behalf of care homes.
Jac discusses with host Adam James of Springup PR how Connect helps care homes increase their occupancy by managing enquiries effectively – emphasising the importance of handling inquiries with empathy and understanding, recognising the emotional journey of callers, and ensuring enquiries are followed up appropriately.
Jac highlights the need for care providers to be accessible and responsive across various contact methods, including phone calls, emails, and live chats.
She also shares her insights into training staff to handle inquiries with a personal touch, avoiding a tick-box approach, and ensuring clear communication about next steps for callers.
The discussion also touches on the importance of following up, the benefits of having transparent pricing, and the various ways to measure and improve conversion rates from enquiries including:
- The importance of “understanding the emotional journey,” of callers looking for care for their loved ones.
- How care providers should be accessible via phone calls, emails, live chats, and even WhatsApp.
- Training should focus on listening skills, empathy, and avoiding a tick-box approach.
- Follow up calls are a courtesy and show care and interest and “should be done in a way that is helpful and not intrusive”.
- Having “transparent pricing,” on the website is important but should be “balanced with the opportunity to discuss the value of the services”.
- Measuring success by tracking enquiries and ensuring effective follow-up.
- Care providers should “continually review and improve,” their enquiry management processes with training and support for staff.
- Calls should start with “empathetic listening,” to understand the caller’s needs and concerns.
- Always provide clear next steps to the caller, ensuring they know what to expect.
- Handling enquiries with a “personal touch rather than a scripted response,” makes a significant difference.
- Ensuring enquiries from multiple channels are managed efficiently and effectively.
- Consistent engagement and follow-ups “build trust and demonstrate commitment”.
- How it’s essential to discuss the “value of the services,” during initial enquiries, not just the price.
- Being adaptable to the needs of callers and “providing tailored responses,” enhances the overall experience.