'But you phoned us at our busiest time...' 📞
I know, and that is precisely the point..
I repeatedly tell my clients that the easiest way to acquire new clients is to stop losing the leads you are already getting.
1. Find the Gap
2. Fill the Gap
3. Move on
When testing a providers enquiry process it is pointless to phone at the most obvious time, unless you are testing your 'normal' process.
You need to understand what is happening outside of normal office hours?
📅 Weekends?
📅 Evenings?
🕐 Handover times?
There are ways of handing enquiries effectively 24/7.
This could be through:
1️⃣ Dedicated staff on a rota to deal with enquiries
2️⃣ Outsourcing Out of Hours to a third party
3️⃣ Automating some of the process to remove barriers
4️⃣ Incentivising staff to deal with enquiries effectively
5️⃣ Enquiry training
Or a mixture of any of the above.
Poor lead handling and follow up should not be a reason for lack of social care clients
Martyn Dawes is a Social Care Business Coach who specialises in bring services back to profitability.
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