September 13, 2025 • 42 mins
Trust isn't optional in home care—it's everything. When families search for care providers, the overwhelming majority look to online reviews as their north star. A staggering 94% of consumers consider these reviews trustworthy guides in their search for senior care services, with most expecting at least five reviews before they'll even consider a provider.
The math is beautifully simple: more quality reviews lead directly to more qualified leads choosing your agency over competitors. But the challenge lies in systematically capturing feedback at the right moments. Unlike retail experiences, home care satisfaction can shift dramatically from one day to the next. That's why timing is everything—when a family member calls to express how much they love their caregiver, that peak satisfaction moment is your golden opportunity to request a review.
Strategic implementation makes all the difference. Using multi-channel approaches—personalized texts, emails, thank-you cards with QR codes—increases response rates by an astounding 340% compared to single-method requests. The most successful agencies build review generation into their operational workflows, training every team member to recognize review opportunities and follow through with appropriate scripts. From 30-day check-ins to milestone celebrations, these touchpoints become natural moments to capture authentic family experiences.
The power of professional endorsements can't be overstated. Reviews from social workers, healthcare partners, and community connections carry exceptional weight, signaling to potential clients that your agency has earned respect within the professional care ecosystem. Meanwhile, handling negative feedback with grace demonstrates your commitment to continuous improvement—remember, your response isn't for the reviewer but for every future family who will read it.
Ready to transform your online reputation into a consistent lead generation engine? Start with a focused seven-day pilot program targeting your most satisfied families. With the right approach, you'll create a self-sustaining review flywheel that turns stars into starts—where every positive review brings another family through your door, seeking the exceptional care your agency provides.
Continuum Mastery Circle Intro
Visit our website at https://asnhomecaremarketing.com
Get Your 11 Free Home Care Marketing Guides: https://bit.ly/homecarerev
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:10):
Okay, september 10th, let's go.
I think everybody knows whoeverybody is.
I'm Valerie Van Boeven,registered nurse, founder,
co-owner of Approved SeniorNetwork, glad to be with you all
today.
I get to present today, whichis a little unusual, but I'm
here for it, yay.
Speaker 2 (00:29):
Yay, I'm Lisa Marcella.
I have been in home careforever and a day, worn all the
hats there are, and I'm herejust to support you guys and go
through the leave-behinds howabout that?
Speaker 3 (00:43):
Yeah, I am Annette Ziegler.
I know many of you.
Same Home care forever and aday, many years.
I am the sales trainer for thesales training classes.
Welcome, glad you could make ittoday.
Speaker 1 (01:00):
All right, so I got people rolling in.
Okay, let's get on here.
Housekeeping If you can keepyour lines muted unless you're
speaking, share stories,experiences and tips, ask
questions, make recommendationsand tell us what you want to
know.
If there's something we haven'tcovered, I can't even imagine
what that is, but if there'ssomething we haven't covered,
we'll happily review it for you.
(01:21):
Or you go back in and look atall the past recordings.
I think all of 2024 and soonall of 2025 will be in there.
You definitely can find somestuff.
All right, Agenda.
Do we want to talk?
Free giveaway right now Lisa orAnnette, oh yeah.
Speaker 2 (01:42):
Annette, okay.
So, annette, I guess I can doit too.
So one of you will receive aset of customized leave-behinds
with your logo, the colors,contact information, all of that
.
You must be here to win and youmust promise to give us photos.
We need lots of photos, yes, ofyou going out and about and
(02:03):
spreading the good news.
Speaker 1 (02:04):
so we need lots of photos from you so if you want
to pin the chats, yes in thechat, okay, yep, if you want
those customized lead behinds,you have to print them.
But if you want that stuff,then hit yes and then we have a
picture to share with you today.
So, agenda we're going to talkabout why reviews control lead
flow in home care the reviewflywheel, model Boy that's
(02:28):
interesting Scripts and moments.
Ask the right person at theright time, systems cards, qr
codes, sms, email dashboard,compliance and pitfalls.
No gating, fair ask incentives,done right.
Seven-day pilot plan that youcan implement, if you would like
, how that relates to our CRM,and then Q&A and download links.
(02:51):
And then Lisa's going to goover the leave behinds and I
think we're still september,october, november, right now.
Right, that is correct.
All right, let's go.
I name this stars to starts.
Get it like a service.
You start services.
Turn reviews into weeklyintakes.
Transform your onlinereputation into a powerful lead
(03:14):
generation engine.
Learn how to systematicallyturn satisfied families into
your most effective marketingadvocates, creating a consistent
flow of new client intakesevery week.
I want you all to see thispicture.
You see this picture right here.
That is AI.
That's pretty good.
It's a great picture.
It's not bad Not that there'dbe two caregivers, necessarily,
(03:35):
but it's pretty good.
I was like, wow, this one lookslike dominoes, all right.
So let's talk about a roadmap.
Number one review controlfoundation.
Understand how online reviewsdirectly impact your lead
generation.
We're going to talk about that.
Then we're going to look at thereview flywheel.
That's not going to becomplicated Strategic
(03:56):
implementation, how to do it,how we see our current clients
doing this.
We've got folks that went fromno reviews to 70 reviews.
They're doing great stuffCompliance and launch.
So talk about that.
And, by the way, if you are ourclient in our marketing side,
our digital marketing side, thisis great because we help you
(04:20):
with this stuff.
But anybody can do what I'mabout to say.
So why reviews control yourlead flow?
Now, I made sure these wereright.
In home care, trust isn'toptional.
It's everything right.
So when families search forcare providers, 94% of consumers
consider online reviewstrustworthy and helpful when
searching for senior careproviders.
(04:42):
And that comes directly fromMcKnight's If you've been around
, you know what McKnight's is.
And then 80% of respondentsexpect five or more reviews
before deeming a providertrustworthy.
That comes from reputationcom,and 72% will only choose a
provider if they have four-starreviews or higher, and that also
comes from reputation.
(05:02):
That I agree, but I think it's.
We have it rough in home care.
It's so easy for a disgruntledemployee or for somebody to be
super happy one day and supermad the next.
I totally get it.
So, anyway, the math is simple,though it really is true that
more quality reviews equal morequalified leads calling your
(05:24):
agency instead of yourcompetitors, I would say that
the harder you work at gettingmore Google reviews and I'm
going to focus on Google havingthem on your website.
Having them on other platformsis also great, and if you have
concentrated on a differentplatform besides Google, that's
the one you want to highlight onyour website.
(05:45):
So if carecom or caringcom hasbeen where you've gotten most of
your reviews, then highlightthat on your website as opposed
to Google.
But let's say you're going formore Google reviews, which I
would agree is probably theright direction.
Whether you love or hate Google, they run the world.
So try to get more Googlereviews and focus some attention
(06:07):
on this, and the person that'sin the field can also be
focusing on this.
It's not just online marketingwe're talking about here.
Everybody plays a role, theperson that answers the phone in
your office also plays a role.
The scheduler plays a role, butthe person who's doing the
in-person marketing depending onhow their role works can
(06:29):
definitely be an advocate forgetting more reviews, and they
can work on this too.
Families heavily rely on reviewswhen evaluating providers.
The preference for home care isstrong, of course.
We know everybody wants to stayhome, reinforcing the need for
digital reputation.
Caregiving demand issignificant, suggesting that any
(06:49):
research window is likelyconstrained, and that just means
that we have't have.
We have general research onreviews, but we don't have home
care specific research as much,although I would say there's a
couple of really goodorganizations out there that
work hard to get you guys likeHome Care Pulse, whatever
(07:10):
they're called now those surveysthat go out if you subscribe to
that or if your organizationsubscribes to that.
That really is a good way toget a take the temperature of
how your clients are feelingabout you and how your
caregivers are feeling about you.
So here's the review flywheelmodel Exceptional care delivery
Consistently exceed familyexpectations through quality
(07:32):
caregiving and responsivecommunication.
We all are striving for this.
We'd be crazy if we weren'tright.
More client conversations,strong review profiles,
increased conversion ratesleading to more signed contracts
and revenue conversions, notconversations leading to more
signed contracts and revenuegrowth.
I would agree that I look at itlike this Every summer we try to
(07:54):
go somewhere for a week as afamily and we either use VRBO or
Airbnb, unless we're goingsomewhere where it's like a
hotel resort thingy.
But usually I look at all thehouses in Gulf Shores, alabama
and I'm trying to pick onethat's good for our whole family
and it could be all kinds ofpeople coming.
So I read all the reviews andwhen there's a bad review, it's
(08:21):
not so much the bad reviewmatters to me, but it's the way
the owner answered the reviewthat matters to me more.
So if there is no answer, thenthat's a red flag.
If there is an answer, thenthat's a red flag.
If there is an answer and theproblem was corrected or the way
the answer was written tells mevery clearly that the human who
(08:46):
left the review is a nut job,then I know that they're
probably a complainer abouteverything and maybe I should
just focus on those good reviews.
So if there's one bad and 15good ones, I'm not going to.
I'm going to set that one asidebecause obviously that person
was nuts and that happens.
This doesn't mean that they'rereally nuts, but I can be,
(09:10):
depending on the answer.
So when you have reviews,whether they are good or bad,
please answer them.
But if they're bad, we're goingto talk about that in just a
second.
Strategic review requests.
All right, this is the strategyfor getting reviews Ask
satisfied families at peaksatisfaction moments, using
proven scripts and multipletouch points.
(09:31):
When you know that a client ora family member of a client is
really happy in that moment,they just sent you an email,
they just called the office andsaid we really love Mary.
Or they called about somethingelse and you say, hey, how are
things going with Mary?
And they say, yeah, we loveMary, she's great.
(09:51):
We love her, mom loves her.
Then boom, right now, that's it.
Right.
Then that moment is when youwant to say hey, I was wondering
if I could send email you backor just email a link to our
Google profile.
It really helps us to get morepositive reviews to share with
our community.
Would you be?
(10:12):
You don't have to put your fullname.
Would you be willing to do that?
And sometimes they will,sometimes they won't, but it
never hurts to ask.
The worst they can say is no.
If you wait a day, if you waittwo days, if you wait a week to
ask them and Mary was late thismorning and caused somebody else
to be late for work or whateverthe issue is that's going to be
(10:34):
a bad time to ask for a review.
She was ecstatic when she leftthe review.
Today she might not be so happyand we all know in home care,
things change in a flash.
Please ask when.
Enhanced online presence?
Fresh reviews yes, freshreviews.
If you're a review, if you have50 reviews, but the last one
was from two years ago, it'stime to re-up.
(10:57):
Take a look at where, when allthose reviews came in.
If you haven't had a review in,let's say, six months or a year
, it's time to get some morereviews.
And every time those reviewscome in, copy and paste them,
use them in a without names, usethem in a social media post,
(11:17):
use them on Facebook, linkedin,everywhere you can use them.
Screenshot it.
Whatever you need to do to letpeople know because they're not
everyone's going to go to yourGoogle business profile, right,
or Yelp, or wherever you'redoing this, make sure that you
let everyone else know in yourcommunity that you got a good
review.
So screenshot it, use it insocial media, send it to us.
(11:39):
If you're our client, we willcreate a beautiful social media
post for you and send it out andwe will post it over and over
again as it kind of rotatesthrough the system.
All right, fresh reviews,increased lead generation,
higher visibility and trustsignals generate more inbound
calls from qualified prospects.
So, of course, the more, thebetter reviews you have, the
(12:00):
more fresh they are.
Now, seo-wise it does seem tohelp, but I will tell you that
in some cases we've seen homecare agencies with no reviews or
one review outrank people with70 reviews.
It doesn't happen very often.
It really depends on a coupleof things.
If you're in a rural area andthere isn't a lot of competition
(12:22):
, if you are in an area where,yeah, there's not a lot of
competition and so Google on thedesktop is going to go by
proximity, so if you're lookingfor home care in West Winnemucca
Nevada, the closer your officesto West Winnemucca Nevada
center, the center of town, thenyou're going to show up first,
whether you have five reviews or25 reviews anyway compared to
(12:46):
your competition, whether youhave five reviews or 25 reviews
anyway compared to yourcompetition.
So there are some caveats tothat, but the more reviews the
better, and sometimes I'mshocked when I see somebody or
two or three people completelyoutranking somebody with a bunch
of reviews.
But I have a feeling it has todo with proximity to city center
.
So that's one of the things youjust can't do anything about
Scripts and perfect timing.
(13:07):
You could probably come up withyour own scripts, your own words
that you want people to use.
If the person on the phone hasa hard time asking, you might
just give them something to reador something to at least a
direction.
Ms Johnson, I want to follow upon how things are going with
Maria.
I can see you're bothdeveloping a great relationship.
(13:28):
That makes my day.
Would you mind sharing yourexperience online?
It really helps other familiesfind us when they need care.
The part where it says it reallyhelps other families that's the
part I like the most.
When you tell someone else thatit really helps others in our
community know that we providegood services.
That's the piece that makesthem want to leave a review,
(13:50):
because they want to help othershave a good experience just the
way they did.
So that's the part that Ireally like about this.
This is 30-day check-in script.
It could be any time Problemresolution follow-up.
I'm so glad we were able toresolve that scheduling issue
quickly.
Your feedback helps us improveour process.
Since we turned this around foryou, would you consider sharing
your overall experience?
(14:10):
It shows other families wetruly care about making things
right.
Speaker 2 (14:14):
That's a risky one, but it is, but I like how it
turns it into a positive, likewe fixed it.
Now, what do you think?
Yeah, we fixed it.
Speaker 1 (14:25):
I don't know if I want them to say they screwed
this up, but anyway, if they cansend you an email, even if it's
not going to go on Google, theyjust send it to you via email.
Speaker 3 (14:33):
All right.
Speaker 1 (14:34):
They could send you an email and you could use that
Milestone celebration.
What a milestone Six months ofexcellent care.
I love hearing how much yourfather enjoys his time with
Sarah.
Families often ask me forreferences about our long-term
care relationships.
Would you mind sharing yourstory online to help them see
what's possible?
Sharing their story mightrequire a lot of writing.
(14:55):
I don't know if that's exactlyhow I would say that, but maybe
would you mind sharing yourexperience online via a little
review for us or something likethat.
But that is good your check-ins,your milestones.
If people are happy when you doa reassessment or whatever it
(15:15):
is in your state or your area,you have to do that's a great
time to ask, yeah.
Speaker 2 (15:22):
I like the three different spins, though, because
there's all types of thingsgoing on in home care, so you
can tweak those however you want.
So having a guideline there isreally nice.
Speaker 1 (15:32):
Yeah, and don't wait.
There's all kinds of times whenyou can ask Never wait.
There's reasons you can askOkay, technology systems at
scale using a multi-channelapproach is really good.
I mentioned that if someoneleaves a review on Google my
Business, they should also.
You should take that, not askthem to leave a review again.
(15:53):
But they've obviously put it ina public place.
So you have permission.
Don't use their names, butshare that by either
screenshotting it or typing itinto and giving it to the person
who does your social media andlet them create a pretty quote
card or whatever they're goingto do for your social media.
And let them create a prettyquote card or whatever they're
going to do for your socialmedia and share that everywhere.
Don't just leave it sitting onGoogle.
If you have a website I know ifyou have a website with us we
(16:17):
suck in all the Google reviewsso they show up nicely on your
website.
If you don't have that option,you can always screenshot it and
have your web developer placeit on there one way or another,
either by typing it in or makinga picture.
Anyway, what are some ways thatpeople can get more reviews?
So one thing that I don't knowif anybody uses this or not.
(16:39):
But if you've had a plumber ora service provider in your house
recently plumber, hvac person alot of times they have a tablet
specific to their business andthey will have you pay the bill
right there with their littleswipey swipe or whatever they're
doing, and then they'll turnthat tablet around and say would
(17:01):
you mind leaving us a review oranswering a few questions or
whatever it is.
And sometimes you can leavethem a review right then and
there.
You don't have to, but you canand that might be a little
presumptuous.
But you can also leave a thankyou card behind.
If you were there, your nurseis in the house, your person who
does the reassessment orassessment or whatever's
(17:22):
happening.
The caregivers can leave behinda card.
This could be in the person'spacket that you start services
and you can remind them hey,there's a little business card
or maybe it's on your brochureor whatever in your packet.
If you could scan that QR codeand leave us a review, that
would be awesome.
So I think these little cardsare a great way to help people
(17:46):
remember to give you reviews orjust leave them behind.
Sms follow-up and emailcampaigns Okay, so in our CRM we
do, and you can do this any wayyou want.
You don't have to use our CRM.
But in ours we have a reviewsystem, which I think I'll talk
about in another slide.
But it does send out to theperson of your choice.
(18:07):
It's not automated.
It doesn't automatically sendout these requests without your
knowledge.
You choose the person or youenter the person into the system
and you say review and boom, itsends out a text which is very
simple, very easy and not superintrusive, and you can see the
example there.
(18:27):
And then it also will send outan email.
And I just put the example uphere in the top right.
You don't have to.
Obviously, we fill in thoseblanks, but so it's a simple
email and a simple text.
Our system does that threetimes over the course of 10 days
, so it's not like it's everyday asking for a review and it
(18:47):
will stop after three times, orif they leave a review, it will
automatically stop.
So those are the kinds ofsystems that really get people
right where they live and ifthey're on their phone, boom,
there it is.
I would say this is I see thishappening a lot.
Lisa, you work with our clientsa lot on our system.
So let me see if that's my yeah, let me see if that.
(19:10):
Oh yeah, I'm going to talkabout that when we get there.
Let's talk about what yourexperience is with our clients
using that system.
So, using multi-channelapproaches like this email text
and whatever else you can docalling see a 340% higher review
response than a single methodapproach.
(19:30):
So just asking one time isn'tgoing to get it.
But if you use multi-methodapproach, you're probably going
to get them to leave your review.
All right, compliance and smartpractices, no review gating.
Anytime you ask for a review,the best practice is always to
make sure they can go directlyto that Google link and they can
leave a review.
(19:51):
Fair ask principle Only requestreviews from genuinely
satisfied families.
Of course, if you wouldn't feelcomfortable asking them in
person, don't ask them digitally.
I think we, being in home care,you know that right off the
nail.
You're not going to asksomebody.
You're just not going torandomly send out a bunch of
requests, incentive guidelines.
I have never we've never askedfor like a review and I'll send
(20:16):
you a $50 gift card.
That has not come up for us.
We've not done that.
I don't know if clients do that,but I don't think they do.
I've had a couple who have Acouple who have $50 is a lot.
I mean, a $5 Amazon gift cardis no big deal, a charitable
donation in their name.
I think that would be to mebetter.
(20:36):
But if they want to go get acoffee or something, I mean buy
them a cup of coffee for reviewthat doesn't seem that big of a
deal.
Totally up to you guys how youwould handle that.
Be careful with it, just likeyou would with giving gifts to
referral sources.
Keep them simple, small and,generally speaking, probably
this one's really happy.
They probably don't need anincentive.
Speaker 2 (20:57):
This was more like a employee incentive to get to ask
.
So that's yeah, sorry To ask,but to remember to ask people.
Hey, leave us a review.
Speaker 1 (21:07):
Now that's nice.
So the competition, yeah, youget, if that you get to come in,
maybe for every five reviewsthat you get that you ask people
and then we'll give youemployee a $10 gift card or
whatever it is.
That's good, just give peopleincentive to ask for the reviews
(21:29):
.
So the goal isn't to manipulateit, to make it easier for happy
families to share theirauthentic experiences with
others who need care.
We don't talk a lot here aboutvideo reviews or video
testimonials, but I'm going totell you right now if you can
get a video testimonial out ofsomebody.
I think Annette's beensuccessful.
It's a different thing.
(21:49):
I get it, but she's got what?
50, over 50 video testimonialsfor us on our sales training and
it's amazing that she's able todo that.
Speaker 3 (22:00):
I was going to say when I was in home care and
marketing, part of my job was toget the Google reviews.
It's really not that easy, andeverything you're saying,
valerie, is true.
Somebody says something isgoing great, right then, and
there Another.
You can also get reviews fromyour referral sources and
communities, and what I would doif I had a referral source and
(22:23):
we were connected really well.
I'd say, hey, I'll leave you aGoogle review, will you leave me
one?
That's another way to getreviews too.
Sometimes you have to open yourGoogle page right there to have
them do it, because a lot oftimes they'll say they're going
to do a review and then theynever do it because they get
busy.
But I do want to add gettingreviews from social workers, any
(22:45):
of your referral sources, anycommunities that you work
closely with.
People like to see thosereviews too.
Speaker 1 (22:52):
Yeah, if another professional is going to, they
feel comfortable enough to vouchfor you.
Oh, my goodness, that's reallygood.
So, yeah, I've left reviews forsome of our clients that I've
known for a very long time, notjust somebody you know that just
came on board, but if I've beenfriends with them for a long
time and they're been our clientfor a long time and I know they
provide great care, I've left aprofessional to professional
(23:15):
review just because it's a nicething to do.
I don't do it for every month,but if somebody really is good
at what they do, I think it'sgreat.
As a professional, leave them areview.
Yeah, thanks for those ideas.
Okay, so, seven day pilotprogram launch.
If you're having trouble gettingreviews and you want to get
everybody involved.
You want to get your staffinvolved, or maybe it's just one
or two people that are reallyin touch with the clients.
(23:36):
There's a couple of ways youcan do this.
You can do it however you want,but if you wanted to, you could
try to identify your top 10satisfied families, create
review request cards, showed youthat and set up a tracking
spreadsheet.
You could do it online, youcould do it on paper or whatever
you want to do Train your teamon the approved scripts and
compliance guidelines.
(23:57):
So obviously we're not givinganything away, but you might
give them an incentive, justlike Lisa said, to get some more
reviews.
And then, days three and fourmake personal calls to your
identified families using thosescripts or just give them some
ideas of what we're looking for.
Follow up immediately withreview cards or digital requests
, text them, email them based ontheir preferred communication
(24:20):
method.
And then, days five throughseven, track response rates,
review submissions and familyfeedback.
Adjust your approach based onwhat's working best for your
specific client base and market.
So just having it your nextmeeting, your next group meeting
, to say here we're going to trythis, we need to get more
reviews.
Let's pick 10 clients who do wethink would be a good set of
(24:41):
satisfied.
Maybe it's five clients who doyou think those families are?
Who's going to take theinitiative to call and who's
going to make sure we monitorand optimize and make some
assignments and start gettingmore reviews, or it might be
just you, all right, let's talkabout ASN Spark CRM integration.
(25:02):
So for those of you who use usfor online home care marketing
and there's many systems outthere, so this isn't the only
one, but for us we use automatedtriggers.
So we set up an automaticreview system inside your CRM
account and when you add someone, you add their name, their
(25:23):
phone number, their emailaddress and it triggers.
We give you a specific form tofill out.
It triggers the system to sendthem a request for review.
So if you're using our systemon the fly, you can just go to
that form, fill it out and bam,that person gets and you can be
on the phone with them.
When you do it, that person getsa text and an email requesting
a review.
It gets them the link.
(25:44):
Everything's there for them.
Performance analytics we cantrack inside our system which
review requests generate thehighest response rates,
correlate review activity withnew lead generation and client
acquisition, and so, anyway,what happens is we have a
(26:05):
pipeline set up inside that CRMand you can see how many
requests were sent out, how manyreviewed, how many unsubscribed
and said no and how many left.
If they left a review, I guessstar rating or I can't remember
what the other thing is.
If they feedback, the feedback.
Speaker 2 (26:18):
Yeah, there's like a feedback form and a start rating
.
Speaker 1 (26:20):
Yeah.
So if they don't want to leavea Google review which we get, we
totally understand.
Some people don't have Googleaccounts.
They don't want a Googleaccount.
They're older.
They're just not happening.
There is a form.
They can just leave a generic.
They can leave a review on aform so they don't have to go to
Google or Yelp or anywhere else.
They can just leave you areview.
And what you do with that thenis make sure we're aware and we
(26:43):
will post it on your website,make a cute social media post
with it or whatever else youwant us to do, so you can
measure how many new inquiriesspecifically mention your online
reviews.
So that's another thing.
When people are on the phone,when you have calls coming in,
whoever's answering the phone ishopefully asking how did you
hear about us?
And hopefully the person willsay I did a Google search and I
(27:07):
saw you online, or always sawyour reviews, or social worker
referred me and I looked you uponline.
Whatever those things are,keeping track of them is really
important.
So, lisa, you've had a lot ofexperience with clients who you
have read on how to use this,and they've been pretty
successful, haven't they?
Speaker 2 (27:26):
They have.
They have One specifically.
I think it went up like 35% inone month your reviews, which is
just excellent, excellent andthe feedback form.
What it does, too, is ifsomeone goes in, so the
automation sends the link rightand when you click on the link
it says what?
There's a star system, what doyou want to leave?
And it gives you a one to five.
(27:46):
So if you were to choose underfour, it actually doesn't go to
your Google business, it goes toa feedback form.
So I really like that and Iencourage people to use the
system that we have in place,because if there's somewhere
you're falling short or acaregiver fell short, that gives
you the opportunity to speakwith someone, to give that
(28:06):
person a call and make it goodright, Even if it's something,
just someone who's just being acomplainer, but you have the
opportunity to make it rightwith them and then in the future
, maybe they're going to leaveyou a five star.
So I love that feature.
And then, of course, there isthe reporting system that you
were talking about Pipeline.
Yeah, the pipeline.
It tells you what stage theperson is in, how many reviews
(28:28):
you have, and you can even go toa little like reporting
dashboard that shows you yourpercentages for that month, year
over year or month over month.
So I love that.
I have quite a few people whoI've been working on it with
steadily just growing thosereviews, and then two every once
in a while.
Someone can go directly and ifthere's anything that you need
help replying to because youneed to step back from your baby
(28:51):
and let someone else touch it,we will help with that too.
So it's a really great system.
I love it.
I've seen smiles and increasesand, yeah, lots of people who
are using it as as instructed,as it's meant to be, are really
loving it and gets getting lotsand lots of reviews.
Speaker 1 (29:09):
Yeah, yeah, absolutely I've.
We've.
It's crazy how many, and itjust one at a time.
You don't have to send out arequest.
You can just do one person at atime and over a couple of
months.
If you're consistent about it,that's 10 more reviews.
Let's talk about the hard partof all this, which is negative
reviews from clients andnegative reviews from caregivers
(29:29):
, which happens all the time.
So you are not alone.
This is something that happensto everyone eventually and if
you've been in the business forany length of time, you've seen
this on Google specifically.
If someone leaves you anegative review and they are a
caregiver that got fired or wasnot even, I've even had seen
(29:50):
them that they weren't hired, soit wasn't like they work there,
they weren't even hired andthey're mad because they weren't
hired and they leave some kindof negative review and then they
go to their friends and say gohere and leave a negative review
, and that can really destroypeople.
That is just terrible.
So we can sometimes, withoutpromises, get those reviews
(30:13):
removed and the way we do thatand you guys can do this too
moved, and the way we do thatand you guys can do this too, we
have everybody who has theirears turned on in your
organization and in ours.
Go to that review and report it.
There's a little flag next toreport it and when you pick why
you're reporting it.
It's great if you all pick thesame thing.
(30:34):
Now I just did this recentlyfor someone and I don't know if
that's still there, but conflictof interest is the first thing
I choose.
If it's not that, then there'sa couple of other options.
But because if they're acaregiver, they're not supposed
to be technically reviewing.
They were not a customer, sothey're not supposed to be
(30:55):
leaving a review.
However, if a caregiver doesleave a great review, then
hallelujah, we're not supposedto be leaving a review.
However, if a caregiver doesleave a great review, then
hallelujah, we're not gonnareport that.
That's awesome.
We do want caregivers honestlyto leave us good reviews.
But when it comes to a negativereview, you can report those as
a conflict of interest.
Sometimes, a lot of times, ifit's a nice number of people who
(31:17):
report that, then Google willeventually take it down.
It might take them a coupleweeks, but they will.
Yelp is the same way you canreport and if you have more than
one person report it using thesame verbiage, then usually it
gets taken down.
However, let's talk about if youshould answer.
(31:37):
So for every positive reviewthat comes in, you need to
answer that review with a thankyou when someone try to get a
keyword in there, if you canleave those positive reviews.
(32:02):
If it's a negative review andyou know it's probably a
caregiver, even if it'sanonymous looking, don't answer
it right away.
Don't answer it right away.
Don't answer any review rightaway If you're going to report
it.
You don't want to leave ananswer right.
So try not to leave an answer.
Go and report it.
Have multiple people report it.
Don't leave any remarks.
(32:22):
If it's a real client with areal review and it's negative,
take a deep breath, step back.
Don't answer it right.
Then when you see it, becauseit's only going to be an
emotional negative thing, somepeople will send us the negative
(32:42):
review and say could you answerthis for us or could you come
up with an answer for this?
Now we don't automatically goin and answer those because we
have no idea what the story is.
We're happy to answer them.
If you give us some context.
We could write something that'spretty professional.
Also, if you do use chat, gptor perplexity or any of those
(33:05):
you can ask give it that system,the situation, the nuts and
bolts of the situation, and askchat or perplexity to write an
answer that's professional andnot accusatory or anything like
that, and usually it'll come upwith a pretty good response.
It completely unemotional, justcompletely no emotion, just or,
(33:31):
if you want to be, we're sosorry or that's whatever, but I
it depends on what the review isabout.
We have had a couple of timeswhen people have done that and
they reviewed the wrong homecare agency.
Yeah, so we, we have reportedthose.
Believe it or not, people don'tknow what they're doing online
(33:53):
and so they will sometimes.
So if you're in a part of afranchise and you have several
locations, next, houston's agood example.
Houston is gigantic, so there'sone franchise owner up here,
there's one down here, there'sone over on this side of town
and one over on this side oftown.
There's 2 million people inHouston, so it's probably
divided up into four areas, andso they will leave the wrong or
(34:17):
a bad review on the wrong agencyowners because they don't know
the difference, they don't knowwhich blah, blah, blah ABC home
care it was.
They think they've got theright one, but it's actually not
, anyway.
So we have had to work withthat as well, and that can.
Sometimes that can be fixed,sometimes not, but that's a
bummer.
(34:37):
So anyway, negative reviewsjust be careful with those.
Speaker 3 (34:44):
We have a comment.
Valerie Tess said that they gotflagged by Google for too many
caregiving reviews not herlocation but they were really
good ones, so it might've maybebecause they had too many good
reviews all at once fromcaregivers Google has been or
just caregivers.
Sometimes they take things offin yeah, actually didn't we
(35:06):
have-.
Speaker 1 (35:06):
Yes, it was so upsetting.
It is upsetting.
We have genuine reviews.
There is no.
The only weird one was one.
I did delete it finally after10 years.
I reviewed us like 15 years agoand that was stupid but I just
was like, hey, we're great andwhatever, I was thinking of our
business, but anyway, we don'thave none of the reviews on ours
(35:28):
.
Are anybody that we, they'reall clients and they're all real
.
But somebody left a review andit was like, nah, we're not
going to show that one and itwas a great review there was
actually like five almost in arow.
Speaker 2 (35:41):
I don't know something.
Yeah, that's why I was and Iwouldn't have known, except for
I like watch.
So I screenshotted them andthen I went back to look for
them and I was like, where didthey go?
But sometimes finding doesn'teven make sense.
Right, you're like, okay,google, just put the reviews
away.
Speaker 1 (35:57):
I mean you don't even know how they.
I guess it says.
It says ABC Home Care is thegreatest place to work for and
the same, and pretty mucheverybody's saying the same
thing.
I guess it.
I don't know.
I feel like they've got biggerfish to fry than a home care
agency would have caregivers.
But how about your localsteakhouse that's been paying
lovely when?
Or maybe spread the wealtharound a little bit.
(36:19):
Maybe not all Google, maybe doa Google, do a Yelp?
(36:42):
I am not a fan of Yelp.
I will tell you that right now,never have been.
However, the problematic partof Yelp is that if people do
like it, like the consumers areliking it in your area or use it
a lot in your area, which Iknow, like California, it's a
bigger.
I think more people are into itthere, maybe East Coast and
West Coast and if they leave anegative review on it and it's
(37:04):
the only one you have therebecause you've not been focused
on it, that's a bummer, becauseYelp shows up pretty much in
most of the searches.
I've tried to get some of thosetaken down, sometimes
successful, other times not.
So that's been a little rough.
But I'd say spread the wealth alittle bit If you can have
(37:27):
people leave.
If caregivers leave a positivereview, let them pick.
They can do Google, yelp, c,caringcom maybe I don't know if
that's even possible there ormaybe something else that you
can get a review on.
That might help.
And you can still use them insocial media and you can still
have them on your website if youwant, but maybe Google won't be
(37:48):
as crazy.
Yeah, yeah, to get penalized forhaving good reviews is so
ridiculous, weird.
Yeah, I do recall a home careagency owner where it was no
longer a client hasn't been inyears and years and suddenly
they were like they had likefrom five to 50 reviews all of a
sudden, and I didn't directlyask them, but someone else on
(38:12):
our team had talked to them andknew that they were paying
clients to leave good reviews,like 50 bucks or something and
eventually Google caught on.
I don't know how they caught onor what was going on Maybe too
many reviews all at once, Idon't know and shut that whole
listing down.
Wow know, and shut that wholelisting down because it figured
(38:38):
you knew, or I don't know.
I don't know what.
It was not something that wehad any part in and I was like,
oh, but yeah.
So just there's so many scammersout there that do fake review,
have people do fake reviews thatgoogle's just happy to shut you
down anyway, but they all stillrun the world.
Most of the time it's great toget those, but if you ever have
(38:58):
a negative review and you'relooking for some help, reach out
to one of us.
We're pretty good at eithergetting them taken down or
answering them in a way that isnot emotional and professional
and makes you look good becauseyou're really answering for the
next person down the line.
You're not answering.
You're never going to satisfythat client, but most of the
(39:20):
time but but it's for the nextperson who comes to that listing
and is looking.
Speaker 3 (39:27):
So, oh, 245 yes, we have room left in our September
23rd.
We just had a class start today.
I see a couple of my membershere.
Our next sales training classis September 23rd.
(39:47):
I still have a couple spotsopen and I just added an October
date.
Reach out if you're interested.
We would love to have you there.
Like Valerie said, go on ourwebsite and listen to our
testimonials.
We have over 50 testimonials ofpeople that took the class and
they tell you what they gainedfrom it and how it helped them.
So I just had somebody actuallythat just started class today
(40:10):
and she said by listening tothose testimonials she was
convinced that this is what sheneeded to do to help her guide
her in her sales training.
Speaker 1 (40:17):
So many nice people have left so many amazing
testimonials.
I just can't believe it.
She sends me a new testimonial,a new video testimonial, like
sometimes once a week, and I'mlike, oh my.
Speaker 3 (40:29):
God, it's always so exciting, I got a referral, I
booked a lunch and learn they.
I'm like, oh my God, it'salways so exciting, I got a
referral, I booked a lunch andlearn they just called me with a
referral.
I got a 24 seven.
That's what we're there to helpyou with, yeah.
Reach out to me if you wantmore information on it.
Speaker 2 (40:44):
All right Awesome.
Awesome, all right Last chance,so type yes for done for you.
Leave behind here in the chat.
I just put something in thechat for what are we doing?
November?
wait I don't know probablynovember, we'll give away in
november.
So once we get down to thenovember, leave behind, you'll
(41:06):
see.
But last chance here, type yes,in region, okay, so we, oh yeah
.
So shout out to martha at homecare services.
They know she look at this.
This is so cute.
I love the cutest thing I'veever seen.
Oh, my god, love it.
And yes, I'm all about it.
It's really cute, really loveit.
(41:26):
She said it's.
The box is the perfect size tofit all those little things plus
a business card, so that littlereview card that could go in
there yeah, that's a great idea.
Speaker 1 (41:36):
Put your review card with your qr code on it with
your little chat.
Speaker 2 (41:40):
Those are so cute yes , adorable, I love it,
absolutely love it and these arein your, these are your idea,
right?
These little yeah yeah, that'sthe idea I think that's it okay.
Awesome, awesome, cool.
Okay, thank you all for joining.
Thanks for coming.
Yeah, thank you all.
Right, see y'all, bye, bye.
Okay, september 10th, let's go.
I think everybody knows whoeverybody is.
I'm Valerie Van Boeven,registered nurse, founder,
co-owner of Approved SeniorNetwork, glad to be with you all
today.
I get to present today, whichis a little unusual, but I'm
here for it, yay.
Speaker 2 (00:29):
Yay, I'm Lisa Marcella.
I have been in home careforever and a day, worn all the
hats there are, and I'm herejust to support you guys and go
through the leave-behinds howabout that?
Speaker 3 (00:43):
Yeah, I am Annette Ziegler.
I know many of you.
Same Home care forever and aday, many years.
I am the sales trainer for thesales training classes.
Welcome, glad you could make ittoday.
Speaker 1 (01:00):
All right, so I got people rolling in.
Okay, let's get on here.
Housekeeping If you can keepyour lines muted unless you're
speaking, share stories,experiences and tips, ask
questions, make recommendationsand tell us what you want to
know.
If there's something we haven'tcovered, I can't even imagine
what that is, but if there'ssomething we haven't covered,
we'll happily review it for you.
(01:21):
Or you go back in and look atall the past recordings.
I think all of 2024 and soonall of 2025 will be in there.
You definitely can find somestuff.
All right, Agenda.
Do we want to talk?
Free giveaway right now Lisa orAnnette, oh yeah.
Speaker 2 (01:42):
Annette, okay.
So, annette, I guess I can doit too.
So one of you will receive aset of customized leave-behinds
with your logo, the colors,contact information, all of that
.
You must be here to win and youmust promise to give us photos.
We need lots of photos, yes, ofyou going out and about and
(02:03):
spreading the good news.
Speaker 1 (02:04):
so we need lots of photos from you so if you want
to pin the chats, yes in thechat, okay, yep, if you want
those customized lead behinds,you have to print them.
But if you want that stuff,then hit yes and then we have a
picture to share with you today.
So, agenda we're going to talkabout why reviews control lead
flow in home care the reviewflywheel, model Boy that's
(02:28):
interesting Scripts and moments.
Ask the right person at theright time, systems cards, qr
codes, sms, email dashboard,compliance and pitfalls.
No gating, fair ask incentives,done right.
Seven-day pilot plan that youcan implement, if you would like
, how that relates to our CRM,and then Q&A and download links.
(02:51):
And then Lisa's going to goover the leave behinds and I
think we're still september,october, november, right now.
Right, that is correct.
All right, let's go.
I name this stars to starts.
Get it like a service.
You start services.
Turn reviews into weeklyintakes.
Transform your onlinereputation into a powerful lead
(03:14):
generation engine.
Learn how to systematicallyturn satisfied families into
your most effective marketingadvocates, creating a consistent
flow of new client intakesevery week.
I want you all to see thispicture.
You see this picture right here.
That is AI.
That's pretty good.
It's a great picture.
It's not bad Not that there'dbe two caregivers, necessarily,
(03:35):
but it's pretty good.
I was like, wow, this one lookslike dominoes, all right.
So let's talk about a roadmap.
Number one review controlfoundation.
Understand how online reviewsdirectly impact your lead
generation.
We're going to talk about that.
Then we're going to look at thereview flywheel.
That's not going to becomplicated Strategic
(03:56):
implementation, how to do it,how we see our current clients
doing this.
We've got folks that went fromno reviews to 70 reviews.
They're doing great stuffCompliance and launch.
So talk about that.
And, by the way, if you are ourclient in our marketing side,
our digital marketing side, thisis great because we help you
(04:20):
with this stuff.
But anybody can do what I'mabout to say.
So why reviews control yourlead flow?
Now, I made sure these wereright.
In home care, trust isn'toptional.
It's everything right.
So when families search forcare providers, 94% of consumers
consider online reviewstrustworthy and helpful when
searching for senior careproviders.
(04:42):
And that comes directly fromMcKnight's If you've been around
, you know what McKnight's is.
And then 80% of respondentsexpect five or more reviews
before deeming a providertrustworthy.
That comes from reputationcom,and 72% will only choose a
provider if they have four-starreviews or higher, and that also
comes from reputation.
(05:02):
That I agree, but I think it's.
We have it rough in home care.
It's so easy for a disgruntledemployee or for somebody to be
super happy one day and supermad the next.
I totally get it.
So, anyway, the math is simple,though it really is true that
more quality reviews equal morequalified leads calling your
(05:24):
agency instead of yourcompetitors, I would say that
the harder you work at gettingmore Google reviews and I'm
going to focus on Google havingthem on your website.
Having them on other platformsis also great, and if you have
concentrated on a differentplatform besides Google, that's
the one you want to highlight onyour website.
(05:45):
So if carecom or caringcom hasbeen where you've gotten most of
your reviews, then highlightthat on your website as opposed
to Google.
But let's say you're going formore Google reviews, which I
would agree is probably theright direction.
Whether you love or hate Google, they run the world.
So try to get more Googlereviews and focus some attention
(06:07):
on this, and the person that'sin the field can also be
focusing on this.
It's not just online marketingwe're talking about here.
Everybody plays a role, theperson that answers the phone in
your office also plays a role.
The scheduler plays a role, butthe person who's doing the
in-person marketing depending onhow their role works can
(06:29):
definitely be an advocate forgetting more reviews, and they
can work on this too.
Families heavily rely on reviewswhen evaluating providers.
The preference for home care isstrong, of course.
We know everybody wants to stayhome, reinforcing the need for
digital reputation.
Caregiving demand issignificant, suggesting that any
(06:49):
research window is likelyconstrained, and that just means
that we have't have.
We have general research onreviews, but we don't have home
care specific research as much,although I would say there's a
couple of really goodorganizations out there that
work hard to get you guys likeHome Care Pulse, whatever
(07:10):
they're called now those surveysthat go out if you subscribe to
that or if your organizationsubscribes to that.
That really is a good way toget a take the temperature of
how your clients are feelingabout you and how your
caregivers are feeling about you.
So here's the review flywheelmodel Exceptional care delivery
Consistently exceed familyexpectations through quality
(07:32):
caregiving and responsivecommunication.
We all are striving for this.
We'd be crazy if we weren'tright.
More client conversations,strong review profiles,
increased conversion ratesleading to more signed contracts
and revenue conversions, notconversations leading to more
signed contracts and revenuegrowth.
I would agree that I look at itlike this Every summer we try to
(07:54):
go somewhere for a week as afamily and we either use VRBO or
Airbnb, unless we're goingsomewhere where it's like a
hotel resort thingy.
But usually I look at all thehouses in Gulf Shores, alabama
and I'm trying to pick onethat's good for our whole family
and it could be all kinds ofpeople coming.
So I read all the reviews andwhen there's a bad review, it's
(08:21):
not so much the bad reviewmatters to me, but it's the way
the owner answered the reviewthat matters to me more.
So if there is no answer, thenthat's a red flag.
If there is an answer, thenthat's a red flag.
If there is an answer and theproblem was corrected or the way
the answer was written tells mevery clearly that the human who
(08:46):
left the review is a nut job,then I know that they're
probably a complainer abouteverything and maybe I should
just focus on those good reviews.
So if there's one bad and 15good ones, I'm not going to.
I'm going to set that one asidebecause obviously that person
was nuts and that happens.
This doesn't mean that they'rereally nuts, but I can be,
(09:10):
depending on the answer.
So when you have reviews,whether they are good or bad,
please answer them.
But if they're bad, we're goingto talk about that in just a
second.
Strategic review requests.
All right, this is the strategyfor getting reviews Ask
satisfied families at peaksatisfaction moments, using
proven scripts and multipletouch points.
(09:31):
When you know that a client ora family member of a client is
really happy in that moment,they just sent you an email,
they just called the office andsaid we really love Mary.
Or they called about somethingelse and you say, hey, how are
things going with Mary?
And they say, yeah, we loveMary, she's great.
(09:51):
We love her, mom loves her.
Then boom, right now, that's it.
Right.
Then that moment is when youwant to say hey, I was wondering
if I could send email you backor just email a link to our
Google profile.
It really helps us to get morepositive reviews to share with
our community.
Would you be?
(10:12):
You don't have to put your fullname.
Would you be willing to do that?
And sometimes they will,sometimes they won't, but it
never hurts to ask.
The worst they can say is no.
If you wait a day, if you waittwo days, if you wait a week to
ask them and Mary was late thismorning and caused somebody else
to be late for work or whateverthe issue is that's going to be
(10:34):
a bad time to ask for a review.
She was ecstatic when she leftthe review.
Today she might not be so happyand we all know in home care,
things change in a flash.
Please ask when.
Enhanced online presence?
Fresh reviews yes, freshreviews.
If you're a review, if you have50 reviews, but the last one
was from two years ago, it'stime to re-up.
(10:57):
Take a look at where, when allthose reviews came in.
If you haven't had a review in,let's say, six months or a year
, it's time to get some morereviews.
And every time those reviewscome in, copy and paste them,
use them in a without names, usethem in a social media post,
(11:17):
use them on Facebook, linkedin,everywhere you can use them.
Screenshot it.
Whatever you need to do to letpeople know because they're not
everyone's going to go to yourGoogle business profile, right,
or Yelp, or wherever you'redoing this, make sure that you
let everyone else know in yourcommunity that you got a good
review.
So screenshot it, use it insocial media, send it to us.
(11:39):
If you're our client, we willcreate a beautiful social media
post for you and send it out andwe will post it over and over
again as it kind of rotatesthrough the system.
All right, fresh reviews,increased lead generation,
higher visibility and trustsignals generate more inbound
calls from qualified prospects.
So, of course, the more, thebetter reviews you have, the
(12:00):
more fresh they are.
Now, seo-wise it does seem tohelp, but I will tell you that
in some cases we've seen homecare agencies with no reviews or
one review outrank people with70 reviews.
It doesn't happen very often.
It really depends on a coupleof things.
If you're in a rural area andthere isn't a lot of competition
(12:22):
, if you are in an area where,yeah, there's not a lot of
competition and so Google on thedesktop is going to go by
proximity, so if you're lookingfor home care in West Winnemucca
Nevada, the closer your officesto West Winnemucca Nevada
center, the center of town, thenyou're going to show up first,
whether you have five reviews or25 reviews anyway compared to
(12:46):
your competition, whether youhave five reviews or 25 reviews
anyway compared to yourcompetition.
So there are some caveats tothat, but the more reviews the
better, and sometimes I'mshocked when I see somebody or
two or three people completelyoutranking somebody with a bunch
of reviews.
But I have a feeling it has todo with proximity to city center
.
So that's one of the things youjust can't do anything about
Scripts and perfect timing.
(13:07):
You could probably come up withyour own scripts, your own words
that you want people to use.
If the person on the phone hasa hard time asking, you might
just give them something to reador something to at least a
direction.
Ms Johnson, I want to follow upon how things are going with
Maria.
I can see you're bothdeveloping a great relationship.
(13:28):
That makes my day.
Would you mind sharing yourexperience online?
It really helps other familiesfind us when they need care.
The part where it says it reallyhelps other families that's the
part I like the most.
When you tell someone else thatit really helps others in our
community know that we providegood services.
That's the piece that makesthem want to leave a review,
(13:50):
because they want to help othershave a good experience just the
way they did.
So that's the part that Ireally like about this.
This is 30-day check-in script.
It could be any time Problemresolution follow-up.
I'm so glad we were able toresolve that scheduling issue
quickly.
Your feedback helps us improveour process.
Since we turned this around foryou, would you consider sharing
your overall experience?
(14:10):
It shows other families wetruly care about making things
right.
Speaker 2 (14:14):
That's a risky one, but it is, but I like how it
turns it into a positive, likewe fixed it.
Now, what do you think?
Yeah, we fixed it.
Speaker 1 (14:25):
I don't know if I want them to say they screwed
this up, but anyway, if they cansend you an email, even if it's
not going to go on Google, theyjust send it to you via email.
Speaker 3 (14:33):
All right.
Speaker 1 (14:34):
They could send you an email and you could use that
Milestone celebration.
What a milestone Six months ofexcellent care.
I love hearing how much yourfather enjoys his time with
Sarah.
Families often ask me forreferences about our long-term
care relationships.
Would you mind sharing yourstory online to help them see
what's possible?
Sharing their story mightrequire a lot of writing.
(14:55):
I don't know if that's exactlyhow I would say that, but maybe
would you mind sharing yourexperience online via a little
review for us or something likethat.
But that is good your check-ins,your milestones.
If people are happy when you doa reassessment or whatever it
(15:15):
is in your state or your area,you have to do that's a great
time to ask, yeah.
Speaker 2 (15:22):
I like the three different spins, though, because
there's all types of thingsgoing on in home care, so you
can tweak those however you want.
So having a guideline there isreally nice.
Speaker 1 (15:32):
Yeah, and don't wait.
There's all kinds of times whenyou can ask Never wait.
There's reasons you can askOkay, technology systems at
scale using a multi-channelapproach is really good.
I mentioned that if someoneleaves a review on Google my
Business, they should also.
You should take that, not askthem to leave a review again.
(15:53):
But they've obviously put it ina public place.
So you have permission.
Don't use their names, butshare that by either
screenshotting it or typing itinto and giving it to the person
who does your social media andlet them create a pretty quote
card or whatever they're goingto do for your social media.
And let them create a prettyquote card or whatever they're
going to do for your socialmedia and share that everywhere.
Don't just leave it sitting onGoogle.
If you have a website I know ifyou have a website with us we
(16:17):
suck in all the Google reviewsso they show up nicely on your
website.
If you don't have that option,you can always screenshot it and
have your web developer placeit on there one way or another,
either by typing it in or makinga picture.
Anyway, what are some ways thatpeople can get more reviews?
So one thing that I don't knowif anybody uses this or not.
(16:39):
But if you've had a plumber ora service provider in your house
recently plumber, hvac person alot of times they have a tablet
specific to their business andthey will have you pay the bill
right there with their littleswipey swipe or whatever they're
doing, and then they'll turnthat tablet around and say would
(17:01):
you mind leaving us a review oranswering a few questions or
whatever it is.
And sometimes you can leavethem a review right then and
there.
You don't have to, but you canand that might be a little
presumptuous.
But you can also leave a thankyou card behind.
If you were there, your nurseis in the house, your person who
does the reassessment orassessment or whatever's
(17:22):
happening.
The caregivers can leave behinda card.
This could be in the person'spacket that you start services
and you can remind them hey,there's a little business card
or maybe it's on your brochureor whatever in your packet.
If you could scan that QR codeand leave us a review, that
would be awesome.
So I think these little cardsare a great way to help people
(17:46):
remember to give you reviews orjust leave them behind.
Sms follow-up and emailcampaigns Okay, so in our CRM we
do, and you can do this any wayyou want.
You don't have to use our CRM.
But in ours we have a reviewsystem, which I think I'll talk
about in another slide.
But it does send out to theperson of your choice.
(18:07):
It's not automated.
It doesn't automatically sendout these requests without your
knowledge.
You choose the person or youenter the person into the system
and you say review and boom, itsends out a text which is very
simple, very easy and not superintrusive, and you can see the
example there.
(18:27):
And then it also will send outan email.
And I just put the example uphere in the top right.
You don't have to.
Obviously, we fill in thoseblanks, but so it's a simple
email and a simple text.
Our system does that threetimes over the course of 10 days
, so it's not like it's everyday asking for a review and it
(18:47):
will stop after three times, orif they leave a review, it will
automatically stop.
So those are the kinds ofsystems that really get people
right where they live and ifthey're on their phone, boom,
there it is.
I would say this is I see thishappening a lot.
Lisa, you work with our clientsa lot on our system.
So let me see if that's my yeah, let me see if that.
(19:10):
Oh yeah, I'm going to talkabout that when we get there.
Let's talk about what yourexperience is with our clients
using that system.
So, using multi-channelapproaches like this email text
and whatever else you can docalling see a 340% higher review
response than a single methodapproach.
(19:30):
So just asking one time isn'tgoing to get it.
But if you use multi-methodapproach, you're probably going
to get them to leave your review.
All right, compliance and smartpractices, no review gating.
Anytime you ask for a review,the best practice is always to
make sure they can go directlyto that Google link and they can
leave a review.
(19:51):
Fair ask principle Only requestreviews from genuinely
satisfied families.
Of course, if you wouldn't feelcomfortable asking them in
person, don't ask them digitally.
I think we, being in home care,you know that right off the
nail.
You're not going to asksomebody.
You're just not going torandomly send out a bunch of
requests, incentive guidelines.
I have never we've never askedfor like a review and I'll send
(20:16):
you a $50 gift card.
That has not come up for us.
We've not done that.
I don't know if clients do that,but I don't think they do.
I've had a couple who have Acouple who have $50 is a lot.
I mean, a $5 Amazon gift cardis no big deal, a charitable
donation in their name.
I think that would be to mebetter.
(20:36):
But if they want to go get acoffee or something, I mean buy
them a cup of coffee for reviewthat doesn't seem that big of a
deal.
Totally up to you guys how youwould handle that.
Be careful with it, just likeyou would with giving gifts to
referral sources.
Keep them simple, small and,generally speaking, probably
this one's really happy.
They probably don't need anincentive.
Speaker 2 (20:57):
This was more like a employee incentive to get to ask
.
So that's yeah, sorry To ask,but to remember to ask people.
Hey, leave us a review.
Speaker 1 (21:07):
Now that's nice.
So the competition, yeah, youget, if that you get to come in,
maybe for every five reviewsthat you get that you ask people
and then we'll give youemployee a $10 gift card or
whatever it is.
That's good, just give peopleincentive to ask for the reviews
(21:29):
.
So the goal isn't to manipulateit, to make it easier for happy
families to share theirauthentic experiences with
others who need care.
We don't talk a lot here aboutvideo reviews or video
testimonials, but I'm going totell you right now if you can
get a video testimonial out ofsomebody.
I think Annette's beensuccessful.
It's a different thing.
(21:49):
I get it, but she's got what?
50, over 50 video testimonialsfor us on our sales training and
it's amazing that she's able todo that.
Speaker 3 (22:00):
I was going to say when I was in home care and
marketing, part of my job was toget the Google reviews.
It's really not that easy, andeverything you're saying,
valerie, is true.
Somebody says something isgoing great, right then, and
there Another.
You can also get reviews fromyour referral sources and
communities, and what I would doif I had a referral source and
(22:23):
we were connected really well.
I'd say, hey, I'll leave you aGoogle review, will you leave me
one?
That's another way to getreviews too.
Sometimes you have to open yourGoogle page right there to have
them do it, because a lot oftimes they'll say they're going
to do a review and then theynever do it because they get
busy.
But I do want to add gettingreviews from social workers, any
(22:45):
of your referral sources, anycommunities that you work
closely with.
People like to see thosereviews too.
Speaker 1 (22:52):
Yeah, if another professional is going to, they
feel comfortable enough to vouchfor you.
Oh, my goodness, that's reallygood.
So, yeah, I've left reviews forsome of our clients that I've
known for a very long time, notjust somebody you know that just
came on board, but if I've beenfriends with them for a long
time and they're been our clientfor a long time and I know they
provide great care, I've left aprofessional to professional
(23:15):
review just because it's a nicething to do.
I don't do it for every month,but if somebody really is good
at what they do, I think it'sgreat.
As a professional, leave them areview.
Yeah, thanks for those ideas.
Okay, so, seven day pilotprogram launch.
If you're having trouble gettingreviews and you want to get
everybody involved.
You want to get your staffinvolved, or maybe it's just one
or two people that are reallyin touch with the clients.
(23:36):
There's a couple of ways youcan do this.
You can do it however you want,but if you wanted to, you could
try to identify your top 10satisfied families, create
review request cards, showed youthat and set up a tracking
spreadsheet.
You could do it online, youcould do it on paper or whatever
you want to do Train your teamon the approved scripts and
compliance guidelines.
(23:57):
So obviously we're not givinganything away, but you might
give them an incentive, justlike Lisa said, to get some more
reviews.
And then, days three and fourmake personal calls to your
identified families using thosescripts or just give them some
ideas of what we're looking for.
Follow up immediately withreview cards or digital requests
, text them, email them based ontheir preferred communication
(24:20):
method.
And then, days five throughseven, track response rates,
review submissions and familyfeedback.
Adjust your approach based onwhat's working best for your
specific client base and market.
So just having it your nextmeeting, your next group meeting
, to say here we're going to trythis, we need to get more
reviews.
Let's pick 10 clients who do wethink would be a good set of
(24:41):
satisfied.
Maybe it's five clients who doyou think those families are?
Who's going to take theinitiative to call and who's
going to make sure we monitorand optimize and make some
assignments and start gettingmore reviews, or it might be
just you, all right, let's talkabout ASN Spark CRM integration.
(25:02):
So for those of you who use usfor online home care marketing
and there's many systems outthere, so this isn't the only
one, but for us we use automatedtriggers.
So we set up an automaticreview system inside your CRM
account and when you add someone, you add their name, their
(25:23):
phone number, their emailaddress and it triggers.
We give you a specific form tofill out.
It triggers the system to sendthem a request for review.
So if you're using our systemon the fly, you can just go to
that form, fill it out and bam,that person gets and you can be
on the phone with them.
When you do it, that person getsa text and an email requesting
a review.
It gets them the link.
(25:44):
Everything's there for them.
Performance analytics we cantrack inside our system which
review requests generate thehighest response rates,
correlate review activity withnew lead generation and client
acquisition, and so, anyway,what happens is we have a
(26:05):
pipeline set up inside that CRMand you can see how many
requests were sent out, how manyreviewed, how many unsubscribed
and said no and how many left.
If they left a review, I guessstar rating or I can't remember
what the other thing is.
If they feedback, the feedback.
Speaker 2 (26:18):
Yeah, there's like a feedback form and a start rating
.
Speaker 1 (26:20):
Yeah.
So if they don't want to leavea Google review which we get, we
totally understand.
Some people don't have Googleaccounts.
They don't want a Googleaccount.
They're older.
They're just not happening.
There is a form.
They can just leave a generic.
They can leave a review on aform so they don't have to go to
Google or Yelp or anywhere else.
They can just leave you areview.
And what you do with that thenis make sure we're aware and we
(26:43):
will post it on your website,make a cute social media post
with it or whatever else youwant us to do, so you can
measure how many new inquiriesspecifically mention your online
reviews.
So that's another thing.
When people are on the phone,when you have calls coming in,
whoever's answering the phone ishopefully asking how did you
hear about us?
And hopefully the person willsay I did a Google search and I
(27:07):
saw you online, or always sawyour reviews, or social worker
referred me and I looked you uponline.
Whatever those things are,keeping track of them is really
important.
So, lisa, you've had a lot ofexperience with clients who you
have read on how to use this,and they've been pretty
successful, haven't they?
Speaker 2 (27:26):
They have.
They have One specifically.
I think it went up like 35% inone month your reviews, which is
just excellent, excellent andthe feedback form.
What it does, too, is ifsomeone goes in, so the
automation sends the link rightand when you click on the link
it says what?
There's a star system, what doyou want to leave?
And it gives you a one to five.
(27:46):
So if you were to choose underfour, it actually doesn't go to
your Google business, it goes toa feedback form.
So I really like that and Iencourage people to use the
system that we have in place,because if there's somewhere
you're falling short or acaregiver fell short, that gives
you the opportunity to speakwith someone, to give that
(28:06):
person a call and make it goodright, Even if it's something,
just someone who's just being acomplainer, but you have the
opportunity to make it rightwith them and then in the future
, maybe they're going to leaveyou a five star.
So I love that feature.
And then, of course, there isthe reporting system that you
were talking about Pipeline.
Yeah, the pipeline.
It tells you what stage theperson is in, how many reviews
(28:28):
you have, and you can even go toa little like reporting
dashboard that shows you yourpercentages for that month, year
over year or month over month.
So I love that.
I have quite a few people whoI've been working on it with
steadily just growing thosereviews, and then two every once
in a while.
Someone can go directly and ifthere's anything that you need
help replying to because youneed to step back from your baby
(28:51):
and let someone else touch it,we will help with that too.
So it's a really great system.
I love it.
I've seen smiles and increasesand, yeah, lots of people who
are using it as as instructed,as it's meant to be, are really
loving it and gets getting lotsand lots of reviews.
Speaker 1 (29:09):
Yeah, yeah, absolutely I've.
We've.
It's crazy how many, and itjust one at a time.
You don't have to send out arequest.
You can just do one person at atime and over a couple of
months.
If you're consistent about it,that's 10 more reviews.
Let's talk about the hard partof all this, which is negative
reviews from clients andnegative reviews from caregivers
(29:29):
, which happens all the time.
So you are not alone.
This is something that happensto everyone eventually and if
you've been in the business forany length of time, you've seen
this on Google specifically.
If someone leaves you anegative review and they are a
caregiver that got fired or wasnot even, I've even had seen
(29:50):
them that they weren't hired, soit wasn't like they work there,
they weren't even hired andthey're mad because they weren't
hired and they leave some kindof negative review and then they
go to their friends and say gohere and leave a negative review
, and that can really destroypeople.
That is just terrible.
So we can sometimes, withoutpromises, get those reviews
(30:13):
removed and the way we do thatand you guys can do this too
moved, and the way we do thatand you guys can do this too, we
have everybody who has theirears turned on in your
organization and in ours.
Go to that review and report it.
There's a little flag next toreport it and when you pick why
you're reporting it.
It's great if you all pick thesame thing.
(30:34):
Now I just did this recentlyfor someone and I don't know if
that's still there, but conflictof interest is the first thing
I choose.
If it's not that, then there'sa couple of other options.
But because if they're acaregiver, they're not supposed
to be technically reviewing.
They were not a customer, sothey're not supposed to be
(30:55):
leaving a review.
However, if a caregiver doesleave a great review, then
hallelujah, we're not supposedto be leaving a review.
However, if a caregiver doesleave a great review, then
hallelujah, we're not gonnareport that.
That's awesome.
We do want caregivers honestlyto leave us good reviews.
But when it comes to a negativereview, you can report those as
a conflict of interest.
Sometimes, a lot of times, ifit's a nice number of people who
(31:17):
report that, then Google willeventually take it down.
It might take them a coupleweeks, but they will.
Yelp is the same way you canreport and if you have more than
one person report it using thesame verbiage, then usually it
gets taken down.
However, let's talk about if youshould answer.
(31:37):
So for every positive reviewthat comes in, you need to
answer that review with a thankyou when someone try to get a
keyword in there, if you canleave those positive reviews.
(32:02):
If it's a negative review andyou know it's probably a
caregiver, even if it'sanonymous looking, don't answer
it right away.
Don't answer it right away.
Don't answer any review rightaway If you're going to report
it.
You don't want to leave ananswer right.
So try not to leave an answer.
Go and report it.
Have multiple people report it.
Don't leave any remarks.
(32:22):
If it's a real client with areal review and it's negative,
take a deep breath, step back.
Don't answer it right.
Then when you see it, becauseit's only going to be an
emotional negative thing, somepeople will send us the negative
(32:42):
review and say could you answerthis for us or could you come
up with an answer for this?
Now we don't automatically goin and answer those because we
have no idea what the story is.
We're happy to answer them.
If you give us some context.
We could write something that'spretty professional.
Also, if you do use chat, gptor perplexity or any of those
(33:05):
you can ask give it that system,the situation, the nuts and
bolts of the situation, and askchat or perplexity to write an
answer that's professional andnot accusatory or anything like
that, and usually it'll come upwith a pretty good response.
It completely unemotional, justcompletely no emotion, just or,
(33:31):
if you want to be, we're sosorry or that's whatever, but I
it depends on what the review isabout.
We have had a couple of timeswhen people have done that and
they reviewed the wrong homecare agency.
Yeah, so we, we have reportedthose.
Believe it or not, people don'tknow what they're doing online
(33:53):
and so they will sometimes.
So if you're in a part of afranchise and you have several
locations, next, houston's agood example.
Houston is gigantic, so there'sone franchise owner up here,
there's one down here, there'sone over on this side of town
and one over on this side oftown.
There's 2 million people inHouston, so it's probably
divided up into four areas, andso they will leave the wrong or
(34:17):
a bad review on the wrong agencyowners because they don't know
the difference, they don't knowwhich blah, blah, blah ABC home
care it was.
They think they've got theright one, but it's actually not
, anyway.
So we have had to work withthat as well, and that can.
Sometimes that can be fixed,sometimes not, but that's a
bummer.
(34:37):
So anyway, negative reviewsjust be careful with those.
Speaker 3 (34:44):
We have a comment.
Valerie Tess said that they gotflagged by Google for too many
caregiving reviews not herlocation but they were really
good ones, so it might've maybebecause they had too many good
reviews all at once fromcaregivers Google has been or
just caregivers.
Sometimes they take things offin yeah, actually didn't we
(35:06):
have-.
Speaker 1 (35:06):
Yes, it was so upsetting.
It is upsetting.
We have genuine reviews.
There is no.
The only weird one was one.
I did delete it finally after10 years.
I reviewed us like 15 years agoand that was stupid but I just
was like, hey, we're great andwhatever, I was thinking of our
business, but anyway, we don'thave none of the reviews on ours
(35:28):
.
Are anybody that we, they'reall clients and they're all real
.
But somebody left a review andit was like, nah, we're not
going to show that one and itwas a great review there was
actually like five almost in arow.
Speaker 2 (35:41):
I don't know something.
Yeah, that's why I was and Iwouldn't have known, except for
I like watch.
So I screenshotted them andthen I went back to look for
them and I was like, where didthey go?
But sometimes finding doesn'teven make sense.
Right, you're like, okay,google, just put the reviews
away.
Speaker 1 (35:57):
I mean you don't even know how they.
I guess it says.
It says ABC Home Care is thegreatest place to work for and
the same, and pretty mucheverybody's saying the same
thing.
I guess it.
I don't know.
I feel like they've got biggerfish to fry than a home care
agency would have caregivers.
But how about your localsteakhouse that's been paying
lovely when?
Or maybe spread the wealtharound a little bit.
(36:19):
Maybe not all Google, maybe doa Google, do a Yelp?
(36:42):
I am not a fan of Yelp.
I will tell you that right now,never have been.
However, the problematic partof Yelp is that if people do
like it, like the consumers areliking it in your area or use it
a lot in your area, which Iknow, like California, it's a
bigger.
I think more people are into itthere, maybe East Coast and
West Coast and if they leave anegative review on it and it's
(37:04):
the only one you have therebecause you've not been focused
on it, that's a bummer, becauseYelp shows up pretty much in
most of the searches.
I've tried to get some of thosetaken down, sometimes
successful, other times not.
So that's been a little rough.
But I'd say spread the wealth alittle bit If you can have
(37:27):
people leave.
If caregivers leave a positivereview, let them pick.
They can do Google, yelp, c,caringcom maybe I don't know if
that's even possible there ormaybe something else that you
can get a review on.
That might help.
And you can still use them insocial media and you can still
have them on your website if youwant, but maybe Google won't be
(37:48):
as crazy.
Yeah, yeah, to get penalized forhaving good reviews is so
ridiculous, weird.
Yeah, I do recall a home careagency owner where it was no
longer a client hasn't been inyears and years and suddenly
they were like they had likefrom five to 50 reviews all of a
sudden, and I didn't directlyask them, but someone else on
(38:12):
our team had talked to them andknew that they were paying
clients to leave good reviews,like 50 bucks or something and
eventually Google caught on.
I don't know how they caught onor what was going on Maybe too
many reviews all at once, Idon't know and shut that whole
listing down.
Wow know, and shut that wholelisting down because it figured
(38:38):
you knew, or I don't know.
I don't know what.
It was not something that wehad any part in and I was like,
oh, but yeah.
So just there's so many scammersout there that do fake review,
have people do fake reviews thatgoogle's just happy to shut you
down anyway, but they all stillrun the world.
Most of the time it's great toget those, but if you ever have
(38:58):
a negative review and you'relooking for some help, reach out
to one of us.
We're pretty good at eithergetting them taken down or
answering them in a way that isnot emotional and professional
and makes you look good becauseyou're really answering for the
next person down the line.
You're not answering.
You're never going to satisfythat client, but most of the
(39:20):
time but but it's for the nextperson who comes to that listing
and is looking.
Speaker 3 (39:27):
So, oh, 245 yes, we have room left in our September
23rd.
We just had a class start today.
I see a couple of my membershere.
Our next sales training classis September 23rd.
(39:47):
I still have a couple spotsopen and I just added an October
date.
Reach out if you're interested.
We would love to have you there.
Like Valerie said, go on ourwebsite and listen to our
testimonials.
We have over 50 testimonials ofpeople that took the class and
they tell you what they gainedfrom it and how it helped them.
So I just had somebody actuallythat just started class today
(40:10):
and she said by listening tothose testimonials she was
convinced that this is what sheneeded to do to help her guide
her in her sales training.
Speaker 1 (40:17):
So many nice people have left so many amazing
testimonials.
I just can't believe it.
She sends me a new testimonial,a new video testimonial, like
sometimes once a week, and I'mlike, oh my.
Speaker 3 (40:29):
God, it's always so exciting, I got a referral, I
booked a lunch and learn they.
I'm like, oh my God, it'salways so exciting, I got a
referral, I booked a lunch andlearn they just called me with a
referral.
I got a 24 seven.
That's what we're there to helpyou with, yeah.
Reach out to me if you wantmore information on it.
Speaker 2 (40:44):
All right Awesome.
Awesome, all right Last chance,so type yes for done for you.
Leave behind here in the chat.
I just put something in thechat for what are we doing?
November?
wait I don't know probablynovember, we'll give away in
november.
So once we get down to thenovember, leave behind, you'll
(41:06):
see.
But last chance here, type yes,in region, okay, so we, oh yeah
.
So shout out to martha at homecare services.
They know she look at this.
This is so cute.
I love the cutest thing I'veever seen.
Oh, my god, love it.
And yes, I'm all about it.
It's really cute, really loveit.
(41:26):
She said it's.
The box is the perfect size tofit all those little things plus
a business card, so that littlereview card that could go in
there yeah, that's a great idea.
Speaker 1 (41:36):
Put your review card with your qr code on it with
your little chat.
Speaker 2 (41:40):
Those are so cute yes , adorable, I love it,
absolutely love it and these arein your, these are your idea,
right?
These little yeah yeah, that'sthe idea I think that's it okay.
Awesome, awesome, cool.
Okay, thank you all for joining.
Thanks for coming.
Yeah, thank you all.
Right, see y'all, bye, bye.
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Las Culturistas with Matt Rogers and Bowen Yang
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.