{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"How I help care homes handle their enquiries effectively","description":"This episode of the Care CEO Success Stories podcast features Jac Owen, founder and managing director of Connect, which handles enquiries on behalf of care homes. Jac discusses with host Adam James of Springup PR how Connect helps care homes increase their occupancy by managing enquiries effectively - emphasising the importance of handling inquiries with empathy and understanding, recognising the emotional journey of callers, and ensuring enquiries are followed up appropriately. Jac highlights the need for care providers to be accessible and responsive across various contact methods, including phone calls, emails, and live chats. She also shares her insights into training staff to handle inquiries with a personal touch, avoiding a tick-box approach, and ensuring clear communication about next steps for callers. The discussion also touches on the importance of following up, the benefits of having transparent pricing, and the various ways to measure and improve conversion rates from enquiries including: \u2022   The importance of "understanding the emotional journey,\u201d of callers looking for care for their loved ones  \u2022   How care providers should be accessible via phone calls, emails, live chats, and even WhatsApp.   \u2022   Training should focus on listening skills, empathy, and avoiding a tick-box approach.   \u2022  Follow up calls are a courtesy and show care and interest and \u201cshould be done in a way that is helpful and not intrusive\u201d.   \u2022   Having \u201ctransparent pricing,\u201d on the website is important but should be \u201cbalanced with the opportunity to discuss the value of the services\u201d.   \u2022 Measuring success by tracking enquiries and ensuring effective follow-up.   \u2022 Care providers should \u201ccontinually review and improve,\u201d their enquiry management processes with training and support for staff.   \u2022   Calls should start with \u201cempathetic listening,\u201d to understand the caller\u2019s needs and concerns.  \u2022  Always provide clear next steps to the caller, ensuring they know what to expect.   \u2022 Handling enquiries with a \u201cpersonal touch rather than a scripted response,\u201d makes a significant difference.  \u2022 Ensuring enquiries from multiple channels are managed efficiently and effectively.  \u2022   Consistent engagement and follow-ups \u201cbuild trust and demonstrate commitment\u201d.  \u2022   How it's essential to discuss the \u201cvalue of the services,\u201d during initial enquiries, not just the price.   \u2022   Being adaptable to the needs of callers and \u201cproviding tailored responses," enhances the overall experience. ","author_name":"Care Home PR And Marketing Masterclass Podcast","author_url":"http:\/\/www.springup-pr.com","html":"