How to Effectively Handle New Enquiries to Show your Care Home in
First impressions at your care home are highly important. You want to convey a warm and welcoming impression to family members and their loved-one. Often those first enquiries are what most affects what happens next.
Here are some of the steps you can take to show your care home positively in the early stages:
Ensure your staff are trained to be warm and attentive to visitors.
A smile and a friendly face go a long way in making a positive first impression, whether someone is taking a look at the bedrooms, dining area or the lounge. You also want a warm reception whenever anyone is calling or emailing your facility.
Your staff are ‘the face’ of your care home: it’s crucial to ensure that they have good customer service skills.
Actively listen to their enquiries.
You want to fully understand the needs, concerns, and expectations of anyone asking about your care home. Since it’s the place where many loved-ones spend their final years, it’s vital to show empathy and understanding.
Be well-informed about your care home’s services.
Nothing is worse than someone making questions about services but the staff don’t know the answer.
Those responding to enquiries should be highly knowledgeable about your care home’s services, facilities and policies. You need to provide clear and concise information tailored to the needs of the person asking questions.
Provide a personalised approach to their questions.
You never want to send out a generic response; it’s important to treat each enquiry as unique. Ideally, you should tailor your responses according to the specific needs and preferences of the individual or family.
Always address any concerns or questions promptly and transparently. Be open about what the care home can and cannot offer. It’s vital to offer realistic expectations and to emphasise the main selling points of your facilities.
Whether it’s an email, phone call or in-person meeting, all enquiries matter.
You need to maintain professionalism in all interactions. Even if their enquiries don’t lead to the person becoming a resident, leaving a positive impression can lead to referrals or positive word-of-mouth.
Arrange to show your facilities to potential residents and their loved-ones.
Obviously, one of the best ways to create a positive impression is for them to see your care home in action. Seeing the place in person can make a significant impact. After their visit, it can help to send a thank you note or email. Everyone likes to feel appreciated and this will continue to build the relationship.
Always encourage feedback from those who visit.
This helps in understanding areas that might need improvement and shows that you value their opinions.
It’s important to remember the goal is not just to provide information; it’s also to create a comfortable and trusting environment where potential residents and their families feel confident in your care home's capabilities and the caring nature of your staff.
If you need help improving first impressions at your care home, Spark Care’s services include first-class sales training. We can improve your occupancy or conversion rates by improving the enthusiasm and empathy of your team using simple sales techniques.
For more information, don’t hesitate to contact our team for more information.
