Preferred Care on Orlando Medical News

Preferred Care

A tsunami is approaching…

It is not the kind that is created by the high tide of the ocean or the shifting of the Earth miles from land, but by the staggering increase of retiring baby boomers. This demographic tsunami, as the Comptroller General of the United Sates David Walker explains, "is unlike a natural disaster that subsides over time, this will never subside and we are not prepared." Next year, an estimated 10,000 people will turn age 65 every day.

With the ever-increasing influx of senior members to our society, it is quite obvious that we need to be positioned and prepared to adequately service this customer base. This national trend looms optimistically large for many whose primary profession is to service the senior market.

Since senior home care is our business, this is great news. At the same time, competition to serve this demographic has resulted in similar companies popping up on every corner. Seniors have had, and will continue to have, an ever-increasing number of choices of where to take their business; if it is not with us it will be with someone else.

So, how do we not only compete, but take the lead in our industry? I believe it first starts with good old common sense, called exceptional customer service, which seems to be a lost art; at Preferred Care at Home it is a daily practice.

1. The customer is always right. Learn to say these three words: "It's my fault."

There are many other effective variations of this like, "Sorry, this is my mistake," or "I made a mistake, please forgive me." These words work like magic, diffusing angry clients while retaining their loyalty to you and your business. An example of this took place when we submitted an incorrect invoice for services to one of our clients. This client was not only upset, but was worried that we would try to convince him our billing was correct and force him to pay. Quickly and emphatically our office responded immediately, "I'm sorry it's my fault."

2. Change your outlook on problems.

An unexpected problem is your time to shine. How you handle your spotlight can cement your relationships or sever them. Case in point, when our caregiver spilled coffee on a client's carpet, we took the blame, apologized and insisted on sending a carpet cleaner to clean the area. I now have a happy, loyal customer that refers her friends to me.

3. If the client is not completely satisfied with the service they don't pay.

Your company will stand tall above others when you back your services with a guarantee. In the 25 years I've spent in home care, our clients know that they can count on us for making things right. Just recently, a client notified us that the caregiver we sent didn't exceed expectations. Our response was, "I'm sorry, please allow us to credit you for those hours. We will change your caregiver immediately." While the client initially called to dismiss our services, he opted to continue and with a renewed confidence in our company.

4. Always answer the phone on the first ring with a live person.

I think we have all called a business with a voice-messaging machine. I don't know about you, but my first impression plummets and if that company doesn't do some pretty fancy customer service patchwork, I'm moving on. Don't ruin your precious first impression; always answer the phone on the first ring. If you don't have the staff to handle this, find a quality answering service that does. Make sure they have industry specific experience and can guarantee a first ring answer.

Our seniors deserve no less than what they have served to us. The time has come for us to return the favor and show them the respect and dignity they deserve.

Preferred Care at Home is a national non-medical homecare franchise, specializing in affordable elderly care to assist with daily tasks and offer emotional and social companionship. Services are provided in-home or at care facilities and enable clients to celebrate life, dignity and independence. The franchise growth rate is approximately four times that of the national average.

Our Central Florida locations are: West Volusia (386-473-2662), North Orlando (407-601-3960) and Central Orlando (407-373-7224). Look in up-coming issues for each location's owner spotlight.