Do you make this fatal and costly mistake with a client inquiry? When you get a request for information, over the phone, do you drive to the client’s home to do the intake- without first getting a deposit and contract first ? How does this break your bank balance?
Aging Life care manager Sally Sunshine received an inquiry call and drove an hour to see the client. After spending two hours explaining her services, doing a geriatric assessment then asking for a deposit and signed contract the older gentleman said he could not afford her services and would not sign the contract at that time. The Aging Life care manager came up empty-handed.
How do you avoid traveling two hours, spending 3 or more hours with a client and not getting the case or making the sale?
You do the inquiry over the phone with a complimentary consultation, and then make the sale and ask for the contract and the deposit. You do not drive to the client’s home without first getting a signed contract deposit – first.
You do a two-call intake. The first inquiry call to your agency taken by a highly experienced staff in your office. That person must clearly understand the client problem, prompting the call to your agency and crucially finding out how it impacts both the client and the care providers.
They then offer an appointment to do a complimentary consultation for 30 minutes scheduled within 24 hours, made for the agency director.
What To Do in the Complementary Consultation
- Do briefly outline how you are an expert at solving the problems (moving, keeping at home, Alzheimer’s wandering)
- Do a mini care plan showing exactly how you would solve the client ‘sand care providers problem outlined in the first inquiry call
- Do make the sale by asking the client if they are ready to move forward with a contract and deposit
- If they say yes send out a contract through Adobe and get a deposit through Pay Pal.
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