20h • General discussion
One small thing that wins over affluent families
When a private pay family is choosing between agencies, they're rarely comparing services alone — they're comparing how each agency made them FEEL!
Here's a small one that costs nothing: answer the phone like a five-star hotel, not a dispatch office.
"Thank you for calling [Agency], this is Traci— how may I help you?" Warm, unhurried, no long hold music on the first call. Properly GREET them. Then, if you must place them on hold to connect them to the right person politely let them know and make it as brief as possible.
Affluent clients notice tiny customer service details before they ever meet you or a caregiver. The phone is your hotel lobby. And, everyone wants greeted with a warm friendly smile in their voice.
What's a small touch your agency uses that clients comment on?
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One small thing that wins over affluent families
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