Strike while the iron is hot.
An idiom often heard but paid no heed.
In home care, there are two basic requirements that will cause you to become successful:
1) Pick up the ringing telephone
2) Have caregivers (inventory)
In the last three weeks, we have had a dozen customers call inquiring about services with turn-around times of under 24 hours.
They are in crisis. They need help. They want service, now.
Phones
We have closed countless new clients because we picked up the phone.
Many businesses do not prioritize this. They use answering services or even worse, let it go to voicemail.
I recently lost a case because of this.
We were understaffed, receiving many calls and one didn’t get answered. I called back in less than 5 minutes.
“Sorry, I am on the other line with an agency who says they can help.”
POOF! Opportunity lost.
Always pick up the phone — no one likes automated messages, answering services, or voicemails. They are calling you because they want to speak to someone.
Supply
If you don’t have an ample supply of what you sell (widgets, coffee, or caregivers) it does not matter how quickly you pick up the phone, you will lose the sale.
Operations drive sales and sales drives operations.
Your operations team must be capable of handling a 30–50% jump in business at any point in time because eventually, a tidal wave of business will come your way.
With home care, it isn’t just about having caregivers, it is about having caregivers that are ready. Business comes in late in the day, right before a weekend or holiday and families need help immediately.
On the eve of every major holiday, we have been able to staff a new case when a family calls in crisis.
Are you ready to help your customers immediately?