Business
This episode features Simon Crowther of training and consultancy company Care Skilled. Simon also owned and sold 2 nursing homes. In this episode we delve into: How to best handle enquiries to your care and nursing homes, including who should answer the phone, how should the phone best be answered, and the key information enquiry-responders should gather Who should handle enquiries out of hours Why the person who receives enquiries MUST have training. The importance of a workflow to ensure the phone is answered correctly and professionally, and all relevant data is captured Why you should consider having a dedicated enquiry line, and using a virtual PA or virtual switchboards. How virtual switchboards can track exactly how many phone calls have been received, and what are the benefits of recording phone calls Why you HAVE to know your numbers, such as enquiries per month, and origin of enquiries, and conversion rate from enquiry to look around to resident. Why you must have a system to stay in touch with families who enquired, even if their family member is not ready quite yet to become a resident.