How often do you watch a movie or visit a restaurant because a friend recommended it?
Opinion tend to hold more value than some random advertisements or online reviews coming from strangers. Many people trust the recommendations of their friends and family when it comes to purchasing a product or service. To this day, no marketing tactic has stood the test of time the way word-of-mouth has. Studies have shown that one out of every three consumers identifies word-of-mouth as the key influencer in their buying decision.
The question and key is to determine how to get more customers to talk about your agency. More importantly, how would you generate high quality referrals and squeeze more mileage out of them? There are some sure-fire ways to convert your clients into your best promoters.
Provide an Ultimate Client Experience
As the owner, manager, or marketing representative of a home care agency; be ready to go out of your way to provide quality patient care. If your clients are satisfied with your services, they will most likely turn into your most valued ambassadors. For successful marketing with home care customers, focus on the building blocks of an ultimate client experience that include:
- Quality Training
A Well-Executed Client Referral Program
Client referrals don’t ‘just happen’ – you need to trigger them. A well-executed client referral program goes a long way in earning you instant credibility. Surprisingly, most customers nowadays are open to being asked for referrals. In fact, some appreciate the opportunity to tell their friends, family, and colleagues about their experience.
Referral Tip: Never ask for a referral when you are presenting the bill to the customer. Figure out opportunities when they are more receptive and likely to respond in a positive way.
Learn from Past Mistakes
Microsoft’s Bill Gates once said: “Your most unhappy customers are your greatest source of learning.”
Treat feedback from your home care customers as a chance to learn and create a better experience for them. Do not get defensive. Customer complaint channels are often prohibitively awkward and add to the customer’s feelings of dissonance. It is more important that you focus on addressing their issues, closing the loop, and rebuilding the trust than it is to defend yourself.