family of multiple generations seated on couch

For your home care business, clients are the center of all you do, and a part of being successful is building a strong and lasting relationship with them. When building relationships, it’s important to remember that you aren’t just building a relationship with clients, but their family as well.

Family members want to be assured that their loved one is in good hands. You can reassure them and gain their trust by building a strong working relationship with them. Here are some suggestions from, with a few of our thoughts added in:

Have a clear contract with your client. When working with your clients, make sure they and their family have a clear understanding of what your businesses responsibilities are.  This way they will know if their needs can be met. As you meet with your client, plan out the services you will provide for them. Let them know what your expectations are, and have them clarify what they expect from you. Put it all in writing so you can refer back to it often.

Get to know your clients and their family. Clients are more likely to cultivate a relationship with you if you take the time to get to know them and show genuine interest. Go out of your way to meet the client’s closest family members, their spouse, children, grandchildren—and even neighbors if necessary. Find out what their interests and passions are and show that you care about the client and their needs.

Ask more questions. Go beyond the usual questions, such as “Why do you need home care?” Ask about how they are doing and how they feel. If meeting with a current client and their family, ask them what they think your business could do better and handle the feedback in a professional and grateful manner.  Don’t be defensive when feedback is provided or clients are upset.

Know when to say “no” and when to say “yes.” There may be times when a client’s family will ask more of you than you’re able to do, or comfortable doing. Be honest about the limits in the services you provide. Explain why these limits are in place. They will appreciate the honesty. Never promise services you’re unable to provide, or you will end up with upset clients and family members.

Be a problem solver. Your business was hired to provide quality home care, solving a problem for a client and their family. Make it your mission to solve the problems you were hired to solve, and don’t create more problems.  Remember to stay true to your business’s purpose. You’ll build your company’s credibility with your clients and their family by delivering what you said you would deliver. This way you will have grateful, loyal clients and family members.

Families have trusted you with the care of their loved ones. Show them that they made the right choice when they chose your company. Maintain a close professional relationship with clients and their family, gaining everyone’s trust–and gaining loyal, long-term clients.