Today we’re pleased to share a guest post from Amy Selle, Vice President of corecubed, an aging care marketing company. This is the first in a series of guests posts we’ll share this year from corecubed to provide some valuable tips and information on marketing your home care business
Just thinking about it may cause you to squirm: opening up your home care agency, yourself, and your team to the vulnerability that arises from asking consumers to provide feedback through online reviews. And while it is, of course, uplifting to receive positive, 5-star reviews, we know there are also those who will be just as vocal in venting over a mix-up or negative experience in an online setting. Can the benefits you receive from the positives outweigh the damage of those negative reviews?
Consumers are now, more than ever, relying heavily on online reviews to decide whether or not to utilize a company’s services. As a matter of fact, recent research reveals that an overwhelming 84% of people surveyed reported that they trust online reviews in the same way they trust the recommendations of their own family and friends; and not only that, but approximately 75% stated that positive reviews boost their level of trust in a business. In a recent Home Care Pulse Benchmarking Study, one of the top reasons a consumer will choose a home care agency is its reputation.
Establishing and maintaining a solid reputation is one of your agency’s most important assets, so it’s critical that you encourage your satisfied clients, clients’ family members, and referral partners to share their experiences with your agency. Here’s how:
- Make sure your home care agency is easily found on review sites. Your happy clients can only tell their story about your agency if they can find you on review sites. Your agency should be set up on sites such as Yelp, Google, Yahoo, Facebook, and aging care review sites like Caring.com and BestOfHomeCare.com.
- Ask your clients for feedback. In a survey by BrightLocal, upwards of 75% of consumers said that when they are asked, they are willing to leave a review for a company. Your clients appreciate the services you provide, and will more than likely be happy to leave a positive review to help others experience similar results. In addition to online reviews, consider partnering with Home Care Pulse for objective, third-party client and caregiver satisfaction measurement to gain ongoing, more in-depth feedback. Then share these results to increase trust in your agency.
- Remove any hurdles. If it takes too much effort for your clients to provide their feedback, they’re probably going to give up trying. Be sure to include a link to your review profiles wherever possible: in your digital newsletters, on your website, as part of your email signature, etc., so the process is easy for your clients. There are also some simple and cost-effective reputation management software programs designed to make collecting good reviews, and sorting out potential bad ones easier, like this one from corecubed.
- When something goes wrong, correct it. In an ideal world, your agency would receive nothing but 5-star reviews. But the truth is, there will be clients who are unhappy with their experience – and vocal about their disappointment. It’s vitally important for you to respond to any negative reviews right away, in a helpful, professional manner. Always thank each person for their feedback: “Thank you for your review. We are sorry your experience was not satisfactory. Please contact our office directly by phone to speak with a manager.” Showing that you are willing to do whatever you can to rectify problems reassures others that your agency cares about the families it serves, and will go the extra mile to make sure the best possible service is provided at all times.
- Don’t forget to say, “Thank you!” A simple “thank you” leaves your clients with warm feelings about your agency, and there are any number of creative ways to express your appreciation as well. Try sharing a coupon for free or discounted services, sending a hand-written note with a small gift card to a local restaurant, or any other little kindness that will let your clients know how much you value them.
- Keep working on improving your operations. Listen to feedback from clients to identify opportunities to improve processes within your operation. Partnering with a leader in the home care management software industry, like Rosemark Technologies, can ensure smoother, more efficient operations for your agency, helping you with caregiver retention, better outcomes for your clients, and overall growth for your agency.
The need for aging care services is exploding, and families have an overwhelming range of options for home care services available to them. The agency with a reputation for going the extra mile with outstanding service, thoughtful touches, and speedy resolution of any problems will be the one that stands out in the crowded marketplace. Make sure your agency is the one seniors and their loved ones choose by elevating your reputation through online reviews.
About Amy Selle
Amy Selle is the Vice President of corecubed, an aging care marketing company that uses the best home care sales and marketing talent to promote the best care companies. Amy acts as a strategic marketing partner to corecubed clients, helping them achieve results in an increasingly dynamic marketplace. Need help creating and maintaining a professional blog to reach to those seeking your services? Contact the aging care marketing experts at corecubed! Phone: 800.370.6580 Email: email@example.com Visit: www.corecubed.com