As the saying goes, you only get one chance to make a first impression. For home care agencies in particular, that first impression is vitally important.
Guest post by Marissa Snook, President and CEO of corecubed.
As the saying goes, you only get one chance to make a first impression. For home care agencies in particular, that first impression is vitally important. Those seeking a solution for a care need are often overwhelmed and unsure where to turn. The starting point for many will be the internet, which oftentimes means their first impression of your agency will be your website.
Of course, your potential clients first have to be able to find your website. Search engine optimization (SEO) and pay-per-click (PPC) services, performed by a certified Google Partner with industry expertise, are key to ensuring your home care agency’s site is found by those searching for the services you provide.
Studies have shown that while in-person first impressions are formed in as little as 1/10th of a second, web users actually form a first impression of a website in as little as 1/20th of a second. Research further shows that this instantaneous first impression of your website’s visual appeal can impact a visitor’s subsequent perceptions of your website’s usability and credibility, and can ultimately have an influence on whether or not the visitor engages further with your business.
If you’re confident your agency is visible to your target audience, consider the following:
Even if your website is perfectly optimized and listed at the top of searches, and your agency has glowing reviews, if it falls flat aesthetically, is difficult to navigate, takes too long to load, or a “Not Secure” warning flashes because you lack security, it could cause you to lose business. Take a critical look at your website’s home page. Are you making the most of this first impression of your agency?
Related content: How to Gain Great Home Care Reviews
If you’ve met all of the above criteria and someone contacts your agency, are you confident in your agency’s existing inquiry process – or could you be losing potential clients by handling calls inappropriately?
Let your inquirers gain trust in your ability to meet their loved ones’ care needs through:
During the call, pay careful attention to which needs seem to be most important to the caller, and then let the caller know how your services can help, including your agency’s role in the continuum of health care services.
Scheduling the In-Home Assessment
Once you fully understand the concerns of the person you’re speaking to, the goal is to schedule an in-home assessment prior to providing costs for your services. Be prepared to proactively offer the caller a consultation, explaining that this is the best way to determine which services will best meet the person’s specific needs in order to provide an accurate cost for care.
Accentuating Your Value
If the person calling isn’t quite ready for a consultation at home and simply wants to know what the price will be for home care services, it’s important to first share the value your agency brings before providing the cost. This is where you’ll want to explain your agency’s differentiating factors, such as:
Addressing Cost Concerns
Bear in mind that if cost is the only factor driving the person’s decision, they may not be the best fit for your agency. And, if the person makes the decision to select the lowest priced agency over yours, it’s entirely possible that he or she will quickly become dissatisfied; after all, you do get what you pay for. At that point, the person may decide to return to your agency and will likely be more appreciative of the value and high-quality services you provide.
Partner with Industry Experts for the Best First Impression
A professional home care marketing agency with niche expertise in aging care can make sure your agency makes the best possible first impression: ensuring your home care agency is easily found online, stands out from the competition, is receiving consumer reviews, and handles inquiry calls with the highest degree of expertise.