Home Care Marketing: Getting Past Common Challenges with In-Person Sales

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How can we redefine home care to ensure a seamless experience for both clients and caregivers? This episode promises to transform your understanding of managing client relationships and caregiver safety. Journey with us as we unravel strategies for building trust, overcoming communication barriers, and differentiating your agency in a competitive market. Our dedicated team members, Lisa, Dawn, and Annette, share their wealth of experience, while Valerie's expertise in online resources continues to guide us, even in her absence.

Explore the intricacies of safety regulations in home care with a focus on navigating the legal landscape across states like Arizona and New York. We delve into the art of value selling, emphasizing the benefits of personalized care over cost concerns, and provide solutions for handling pricing objections. Learn how predictive investigation can prepare caregivers for home visits, ensuring they're informed about potential challenges and ready to meet client needs with confidence and care.

Celebrating caregivers is a crucial part of our journey, and we share inventive ideas to show appreciation, from National Caregiver Day festivities to unique spring-themed marketing strategies. Discover how to foster a positive and engaging environment for caregivers and clients alike, and leave with actionable insights to enhance your home care practice. With our forum's resources, never miss an opportunity to stay informed and connected, enhancing your impact in the home care industry.

Continuum Mastery Circle Intro

Visit our website at https://asnhomecaremarketing.com
Get Your 11 Free Home Care Marketing Guides: https://bit.ly/homecarerev

Episode Transcript

Speaker 2 (00:00):
everybody's days.
This is only our secondWednesday, but they seem to be
pretty good for most people.
Yeah, okay, yeah, so we'll see.
Fridays, um, really are a greatday to pick up last minute
discharges.
That's part of why we moved it,and then other people just said
it was a hard day for them.
So we'll do Wednesdays untilunless we get a lot of people

(00:22):
saying they don't like it.
But we'll go ahead and getstarted.
Welcome, welcome everybody.
I guess, lisa, you want to dothe stuff all the stuff Of
course.

Speaker 3 (00:32):
Okay, here we go.
The housekeeping Hi everybody.
Housekeeping lines muted unlessspeaking.
Share stories, experiences,tips.
We do want to hear from you,ask questions, make
recommendations, you can.
You don't have to put your handup.
You can just say hey, excuse me, or send it in the chat, which
I just sent.
A chat.
Happy Wednesday.
Here is the chat.
Tell us what you want to know.

(00:52):
Reintroduction.
Since I'm already speaking, Imay as well.
I'm Lisa Marcele.
I have been in home careforever and a day.
Love home care.
I've done all of the thingsimaginable within home care,
worn all hats.
My other love was marketing.
I worked in a newspaper when itwas still cool, before the

(01:13):
internet came in and changed itall.
So this is the perfect placefor me to be.
I've been here two years.
I feel like, yeah, a littleover two years.
A little over two years.
Love what I'm doing, love to bea part of the journey with you
guys and have my hand in homecare still.
So I'm here.
If you're in programs with us,you'll see me a lot, and if not,
it's okay.
You can reach out and askquestions.
But I'll pass that over to DawnFiala.

Speaker 2 (01:35):
Hi everyone.
It's great to see you.
Thank you for joining us Again.
We've moved from Friday toWednesday.
I think everyone's gotten themessage and hopefully Wednesdays
are going to be a good day foreverybody.
So far, so good.
I've also been in home careforever.
I don't like to always tell theyears because then you know how
old I am.
Anyway, I've done sales,marketing, management,
operations manager, done all ofit.

(01:56):
It's hard to stay in one lanein home care.
Lisa usually says that I'd loveto grow the private pay side of
the business.
If I had to choose my favoritepart, that would be my favorite
piece of it Helped grow the lastcompany from like 200,000 in
private pay to 3.5 million inunder four years.
So we share some of that herewith you.
We have a sales trainingprogram that Annette runs where

(02:17):
we teach you all of the things.
So you'll see bits and piecesof it here in Mastery Circle.
And so go ahead, annette,you're up, then we'll get
started.

Speaker 1 (02:26):
Hello everybody, I know lots of you 20 plus years,
I'll say so, aging myself butI've been in home care and I
most recently for about sevenand a half years as a home care
agency, as a marketing manager,and I teach the sales training
classes here at ASN and I justlove what I do, teaching

(02:47):
everybody the tips and tricks ofhow to get those private pay
referrals.
Welcome everybody and happyWednesday and.

Speaker 2 (02:53):
Valerie is co-founder , or co-owner and founder, of
Approved Senior Network.
She's an RN.
She couldn't be with us today,but she does all of our amazing
online stuff.
She's a wealth of knowledge inthat area.
And then we're the feet on theground.
The rest of us All right, sowe're going to go and get
started.
First, though, we're going totalk about how to watch the
meetings you missed.

(03:14):
Lisa, we'll go through thatwith you quickly.
We want to know.
There is a, if you don't know,there is like a portal where you
can go in and watch meetingsthat you miss.
So Lisa's going to go throughthat and the app and all that
good stuff.

Speaker 3 (03:25):
Yeah, so log into the forum here.
So if you want to watchanything that you've missed, or
just to go into the forum andexplore, you go here to
homecaresalesforumcom.
Your username is your emailaddress that you used when you
signed up with us and yourpassword is whatever was emailed
to you at that time.
If you don't know, you can justhit the forgot your password

(03:51):
feature and it will looksomething a little like this you
see, it's a little rebrandedfor 2025.
And next slide, please.
All right, so logging into theforum.
Let me make my screen bigger soI can not squeeze there.
Okay, so when you log into theforum, you're going to get this
page here.
There's the discussion.
There's the learning and you caneven see all the people that
are involved.
But you're going to want to goto the learning, so if you click
on learning, it will go to boom.

(04:13):
You'll see these little squareshere and now.
I believe you'll see 2025, 2024may be gone.
Or you may see two differentlittle squares here Go into 2025
.
You may see two differentlittle squares here Go into 2025
.
And if you look down just alittle further, you can see.
Actually it looks like lastweek's or the last two weeks is
already updated in here underJanuary 2025.

(04:33):
I think we just maybe grabbedthe wrong slide.

Speaker 2 (04:36):
Yeah we need to grab it.

Speaker 1 (04:37):
We actually click on 2025.
Yeah, we just clicked the wrongslide, that's right.

Speaker 3 (04:43):
But you can see all of 2024 replays as well too.
You just scroll down and itgives you the month, and then,
when you click there, you cansee all the different meetings
there as well.
You can go and you'll see theslides.
There will be links within aswell as the video.
All right, mobile versionCollab app how to use it, what
it's for, and it's collab with aK.

(05:04):
Mobile version collab app howto use it, what it's for and
it's collab with a K.
So if you have an iPhone, youwould want to use this link here
to go ahead and log in.
It'll look just pretty muchlike this, like it would on any
iPhone, right?
And then if you have yourSamsung or whatever, your Google
Pixel, you can go here, clickon this link and go here to add

(05:25):
this to your cell phone, and allthose links will be in the
replay and on the forum.
So when you get into the forumfrom your mobile, it'll look
just like this.
You'll want to again go to HomeCare Sales Forum and then join
group, where the arrow is Joingroup.
You don't need to manage, justgo to join group and it will
look like the next slide.

(05:46):
It'll look like this, where youcan talk with other industry
professionals, other marketers,owners, see what they are doing
out in the field, ask usquestions.
Annette's in there all the timeposting and answering questions
and then we'll go into lots ofdifferent things in here and you
can talk with lots of differentfolks.
If you look at the bottom ofthe of any of the little

(06:10):
screenshots, you see there'sdifferent pages there.
So there's the homepagediscussion, learning.
If you want to grab any of themastery sales replays or videos
there, you can go there to getto that portal part of the
portal as well.
And then this is fairly new, butwe thought that it would be a
great idea to have everythingthat we talk about in one place.

(06:31):
So here it is.
You don't have to buy stufffrom here.
This is just.
We did the legwork for you.
If you are going out in thefield and taking leave behinds
out, there are lots of thesecute little giveaways to take as
well, and you don't have toreally go search.
We've again done all thelegwork and you can just go to
homecaremarketingnewscom slashstore and click on the links and

(06:52):
everything that we go over willbe within those links and you
can buy them from there if youwant.
It'll take you to the Google or, sorry, the Amazon links mostly
Amazon links, but and you cansee, you have October, november,
december, evergreen, but rightnow we have January, february,
march obviously, and you can dothat and go there and buy all
that stuff.

Speaker 2 (07:15):
Right, thanks, yeah, is that it?
That's it, that's it, we'regonna.
We're gonna get busy with theother stuff.
I do want to announce we aredoing a giveaway.
We do a giveaway every time youhave to physically be here.
So there's lots of you on thiscall.
Today we're giving awayleave-behinds for March, so all
the March leave-behinds that yousee today.
If you say you want toparticipate, we will put you in
a drawing.
But there's a party up.
If you participate, you have topromise to send us pictures of

(07:38):
what you're doing with theleave-behinds, of you out in the
field delivering them, or whatthey look like and what you're
doing, so we can share them witheverybody.
So please type in the chat yesif you'd like to be in the
drawing for the March leavebehind.
So we're going to take the leavebehinds and we're going to
customize them for you.
We're going to put your contactinformation name, phone number,

(07:59):
colors.
If it makes sense to change thecolor Some of them are green
because it's St Patrick's Daywe're not going to change that.
But if it would make sense tochange the colors, we'll change
the colors to your companycolors If you're interested in
that.
Again, put yes in the chat.
If you can't find the chat, letus know we can help you.
It's lit up right now with thenumber 15 there, so it must be a
lot of people saying yes.

(08:20):
So that's exciting, and we getthose out to you fairly soon or
fairly short.
It's usually pretty quick thatyou get them.
What we do is we give you alink to a Google Drive and then
you have access to all of themand you have editing access to
change them if you want to, butmost of the time they don't get
changed because they lookexactly the way you want them to
.
And I think do we have picturesof whoever won in January?
Guys, I don't remember who thatwas.

(08:43):
We need to reach out to themand get pictures.

Speaker 1 (08:45):
I think on the form.
Yeah, I'm having a blank rightnow.
Who it?

Speaker 3 (08:48):
is?
I think it was Carla yeah we'llneed to add her pictures.

Speaker 2 (08:53):
I think I remember seeing a picture too.
Okay, guys, so for today, theagenda.
We're going to do an overview.
Last time we did an overview ofcommon sales challenges in home
care with referral sources andI thought that's not where it
ends.
We also work with clients.
It's a totally different hat,and if your marketer or you as
the owner are going out andgetting referrals from referral

(09:15):
sources but you're also sellingin the home to the clients, it's
a totally different hat.
Some of the things are the sameand some of them are very
different.
So I thought this was animportant enough piece to talk
about.
So this is more about whenyou're talking to that adult
child on the phone, when you'rein the home doing the assessment
, when you're providing theservices.
So we're going to talk aboutunderstanding client needs,

(09:37):
building trust with potentialclients and their family members
, navigating pricing concerns Ihear this a lot and it can be a
difficult thing to navigateOvercoming communication
barriers, differentiating youragency from competitors that was
a topic we talked about lasttime when it came to referral
sources.
You also need to do it withclients, addressing availability

(09:58):
and scheduling challenges andmaintaining a long-term client
relationship.

Speaker 3 (10:03):
So if you have any questions again.

Speaker 2 (10:05):
Feel free to put them in the chat.
Lisa and Annette keep an eye onthat and they'll bring them up
as we go through.
All right, so understandingclient needs.
We understand from a big, broadview what these clients need,
right?
They need home care, they needhelp with bathing, they need
help with meal prep ortransportation errands,
medication, runners, all thatstuff.
We know that.

(10:28):
But everybody's not the sameright.
Everybody has differentphysical needs and different
preferred hours that they'relooking for.
When you're thinking about thephysical needs of a client and
you're doing the assessment, youreally need to be thinking
about all the way through.
So if we're going to be bathingthem, you need to see the
shower.
You need to see are they hikinga leg up over a side of a

(10:49):
bathtub?
Are they capable of hiking aleg up over the side of a
bathtub, or is there a step inshower that has a really small
lip?
You've got to think about allof the physical needs that this
client may have and what couldcome up.
When the caregiver walks in thedoor, you almost have to sit
there as if you are thecaregiver.
This person has a walker.
You need to go ask to see thebathroom.

(11:11):
There's nothing wrong, and Iknow when I first started and we
were having issues because Ihadn't seen the bathroom, then
the owner came to me she said doyou think you could just go see
the bathroom while you're there?
And I thought, oh my gosh, thatseems like a very strange thing
to ask to do.
But it really changed thingswhen I did ask to see the
bathroom.
Sometimes there's a wheelchairthat won't fit through the door.

(11:33):
What are you going to do?
Sometimes, again, the lip, thebath you're getting into a
bathtub and not just a littleshower.
So those problems need to beaddressed prior to the caregiver
getting in there, because whenthe caregiver gets there it can
blow up.
You're too far gone.
Maybe mom has waited for ashower for five or six days.
Caregiver's there, everyone'sexcited, mom's finally going to

(11:54):
get a shower, especially mom andthen it's not going to work
because the wheelchair won't fitthrough the door or whatever
the case may be.
We have to know this stuff priorto service starting, preferred
hours and caregivers.
So the other piece of this thatcan be challenging is I've had
clients are like we want thecaregiver to stay until 11
o'clock at night, or we want thecaregiver to start services at

(12:15):
four in the morning.
A lot of caregivers aren'tgoing to do that and so knowing
that going in is going to beimportant for you to, it's hard
because you want to explain tothem 4am.
I can probably find onecaregiver that'll do that, but
there's not going to be a backupplan if she's out sick.
And so you're part of your jobwhen you're doing that

(12:36):
assessment is making sure theyunderstand when they're picking
hours that if they're pickingsomething that's outside of the
norm, if you even allow it, youmay not even allow it.
That if they're pickingsomething that's outside of the
norm, if you even allow it, youmay not even allow it.
But if they are, that's goingto limit their caregiver
availability.
It's going to limit our abilityto cover that shift if there's
a call off or somebody's sick.
So I always try to guide thehours a little bit if I could.

(13:00):
If they need a shower andthey're a morning shower person
eight o'clock is a good time,nine o'clock, 10 o'clock, those
are good times.
Before that with caregivers canbe challenging.
I don't know if Lisa andAnnette have anything to add to
the physical needs andunderstanding those.

Speaker 1 (13:18):
I would just say you know exactly what you said about
the checking the house out inthe bathroom.
Excuse me if somebody wascoming from rehab or the
hospital.
We really tried to.
About checking the house out inthe bathroom Excuse me if
somebody was coming from rehabor the hospital.
We really tried to go see thehouse before because even though
they tell you everything'sgreat, sometimes you might walk
in and it's a disaster or, likeDawn said, they can't fit into
the bathroom.
So I think it's reallyimportant to try and see the

(13:41):
house prior.
Maybe a neighbor could let youin or a friend, but we really
made a point of that because wewanted to make sure when they
got home everything wassuccessful At the very least go
the first day of service withthe caregiver, so that it's not
up to the caregiver to problemsolve that Also just seeing them
ambulate, seeing those things,seeing how mobile are they I

(14:02):
think that was really importanttoo.

Speaker 3 (14:04):
And then to see the setup of, like you said, the
bath.
That's a disaster waiting tohappen if someone has to hike
their like you said, hike theirleg over the lip of the tub.
So getting them a shower chair,the one that goes all the way
over the bench, versus the doinganything like that yeah, I
think it's very important to seeand reassess if there's any
changes too and go back in andsee how do we need to set this
up.

Speaker 2 (14:24):
Yeah, and I think too , when you're completing your
assessment I don't know if youhave a form or whatever it is
you are doing and maybe you'redoing the scheduling yourself,
but stepping away from that formfor a second and reading it
with new eyes, because I wouldfill out like Hoyer lift shower.
I would be clear.
And then the schedule is likehow are we going to shower them
if they have a Hoyer lift?

(14:44):
And usually I had a greatexplanation.
But making sure that whatyou've written down makes sense
to someone that wasn't at theassessment, that's going to be
really important too.
And I have had two people in myyears that were wheeling mom and
dad mom one and dad totallydifferent homes in the Hoyer
lift up in the Hoyer all the wayto the shower.

(15:05):
This is not a safe move andyour company shouldn't be liable
or be doing something like that.
That's again another reasonit's important to get in there
and see for yourself what'sgoing on, because when that
caregiver gets there and theysay, oh yeah, we just wheel our
mom in the Hoyer all the way tothe shower, the caregiver is not
going to know what to do andthey know that they shouldn't do
that right.
They know that's not safe.

(15:26):
So we don't want to put thecaregivers in any kind of
position that's going to makethem feel unsafe.

Speaker 3 (15:31):
Right, set them up for success.
Christina has a question aboutscope of care and I wasn't sure
if she wanted to ask now or Ijust wanted to make sure.
I addressed it.

Speaker 4 (15:41):
Oh yeah, I think this is something that maybe Dawn
and Annette we could discusslater.
Recently and maybe we couldtouch on it here a little bit,
because I do think it has to dowith this so within the past
month and a half I've gottenfour referrals for people under
the age of 35.
And they've had disabilities.
It was cerebral palsy, one wasMS, one was 34 years old.

(16:06):
Who was who had dementia?
It was alcohol induced.
So I was just wondering ifmaybe you could touch on that
and how to assess, because myscope of our, my scope of work,
is not, it's geriatric, so maybewe can go into it and, like I
said, I don't know if it has todo with this.
You were just talking aboutassessments and I'm not sure

(16:26):
what any of that.
I don't know how to market that, I don't know how to convert
that into an assessment and thenan actual client.
And then how do I set upsomething where I know how to
train the caregivers on thesenew things?

Speaker 2 (16:42):
So you have to decide as a company with clients like
that, especially if you'recomfortable.
It depends on their weight andif they're weight bearing at all
.
Some of them it sounds likethey aren't weight bearing at
all.
Are you comfortable with aHoyer lift?
Your state laws say you can usea Hoyer lift in the home and
then you have to make sure thatyou have trained.
We had a Hoyer lift in ouroffice and we trained everybody.

(17:04):
Every caregiver that camethrough was Hoyer lift trained.
Did they all pass?
No, if they didn't pass Hoyerlift training then we would not
send them out on a Hoyer InArizona.
It's very interesting and it'shard sometimes to get the
caregivers to understand this.
If you're in a skilled nursingfacility in Arizona, you are not
allowed to operate a Hoyer liftone person.
It has to be two.
But in the home we can do a oneperson.

(17:27):
So getting the caregivers tounderstand that was okay.
It was very it was a verydifficult hurdle to jump.

Speaker 4 (17:33):
Yeah, it's two people here.
We have to use two people.
Yes, absolutely.

Speaker 2 (17:38):
Okay.
So if you're comfortable, theHoyer lift, it's legal and all
of that.
You just need to make sure thattheir Hoyer lift they know what
they're doing.
Every Hoyer lift it's legal andall of that.
You just need to make sure thattheir Hoyer lift they know what
they're doing.
Every Hoyer lift can be verydifferent to our Hoyer lift.
In the office we found the onethat most people were using but
there could be very differentones.
So anytime we had a Hoyer liftclient, we made sure a QA, our
quality insurance person theywere all CNAs.

(18:00):
They were very well equipped totrain in Hoyer.
We made sure they were at theclient's home first day of
service with the caregiver tomake sure that they knew how to
operate that Hoyer and wewitnessed them.
We showed them and we witnessedit.
And the client may or may notlike all of this because it's
not fun for them, but we need tomake sure they're safe and we

(18:21):
need to make sure you're notliable for something terrible
happening.
If you're comfortable with thelawyer and the wheelchair that
goes into the shower through thedoor and all of that and we can
do like a slide board, that'swhere, like Lisa was talking
about the benches on the outsideof the shower and then they
just slide along into the showerif they're capable.

(18:41):
You really have to go in andassess and make sure that
they're capable of doing all ofthese things to the level that
your caregiver can provide andthat legally within your bounds
as a home care agency in yourstate.
Okay.

Speaker 4 (18:56):
So maybe, yes, it does, it definitely touches on
it, and then maybe Annette, oryou, whoever wants to, we could
follow up.
I just I wanted to show you anexample of the lead and the
level of care that they need and, potentially, how to convert
that.
Like I said, there's just a lotmore to this question and I
know I don't want to take up anymore time.

Speaker 2 (19:13):
Okay, yeah we can certainly do that.
We can Thank you.
We had, we had lots of clients.
We had two college studentsthat were quadriplegic and we we
took, we got them ready forschool, we did the bathing, we
did all of the things.
So not all of our clients weresenior, most of them were, but
we did have some clients thatneeded more care, a higher level
of care.
Annette, did you have somethingto say?

Speaker 1 (19:34):
I was just gonna say I'm in New York and it's.
I listened to all of you andyou're so lucky you can do all
those things.
But we could not do horrorlifts, lifts, very strict here.
But we mainly took care ofgeriatric older adults.
But we did take care of some.
We had college students, somepeople in their thirties,
forties.
It was rare but they werepeople that were within our

(19:54):
scope.
We didn't, we weren't able totake somebody that was immobile
or but, christina, we could talk, you can give me a call and
we'll we could talk.

Speaker 2 (20:02):
I can talk to her too if it sounds like our states
might actually maybe you betterdo it.
Don, yeah, more in line if youweren't able to handle those
things you might not be able to.
I'm happy to call you christina, we can thank you.

Speaker 3 (20:13):
Okay, we also had a preferred.
We were a preferred providerfor spinal cord injuries at the
va, and so we've dealt with alot of those 18 and up.

Speaker 2 (20:21):
So yeah, this might be a good person to talk to too.
It sounds like her and I havethe same experience with that.
So, yeah, we're happy to dothat.
But I appreciate the questionbecause it helps people see how
you have to delve in and reallysee how is this going to work
out?
Are we going to be able to takethis client on or am I going to
bring this in and my schedulingteam's going to absolutely
freak out?
Because they do that, becausethey have to staff it and they

(20:43):
have to stand tall behind theservices and know that they've
done a great job.
Okay, so balancing personalizedcare with operational
constraints Care needed must fitinto the skill set you have on
staff.
So we just talked about thisAgain.
If you don't have caregiversthat know how to use a Hoyer
lift, then you can't really signup clients that require a Hoyer
lift.
If you can't do that in yourstate anyway, then don't.

(21:04):
But we had, like I said, we hadlead caregivers.
They were working a specificamount of hours, so 20 hours, 30
hours, 40 hours.
We had all different kinds andwe would pay them whether they
worked or not, and they wouldget paid the 30 hours or the 20,
whatever the what we agreedupon, they would get paid for
those hours, whether they workedor not.
They agreed upon, they wouldget paid for those hours.
Whether they worked or not,they always ended up working.

(21:25):
But they would do our fill-ins.
They would go in on a quickcall off.
They had the skill set to doanything and everything.
They could walk into any home.
They had the right personalityand make it work and they would
go on new jobs with caregivers.
If there's a lawyer lift, if Ihad a call off, that's where
they would go.
If I had a quick start, that'swho would go until I could find
the appropriate caregiver if youdon't have lead caregivers.

(21:47):
I think, lisa, what you had adifferent name.

Speaker 3 (21:51):
Gosh, if I can remember, Sometimes we call them
senior caregivers, but leadcaregivers, I can't even
remember.
Yeah, lead caregivers.

Speaker 2 (21:58):
So, anyway, if you have a handful of them, that's a
great idea to do all the thingswe just talked about and having
them go to make sure that shiftgets off on a good, especially
if it's going to be moreinvolved like that All right,
building trust with potentialclients.
So establishing credibility asa reliable home care provider is

(22:19):
going to be really important.
Part of that is on theexpectations that you set during
that assessment.
Be realistic.
They will guide you into oh, Ihad this home care agency and
they never showed up and thecaregiver wasn't qualified.
They will lead you into wantingyou to say your care is going
to be perfect.
I've sat through so manyassessments where they're trying

(22:40):
to get me to say, oh, none ofthat's going to happen with us.
We're fabulous.
Don't ever say that becauseyou're not fabulous.
You're dealing with humanbeings right On both ends.
The seniors are human.
They're not happy about thismost of the time.
They don't want the caregiverthere most of the time.
And the caregivers are human.
They have children, they getsick, they get cars that break

(23:03):
down.
Some of them just aren'treliable and we don't know that
until they don't show up on thisclient that you're sitting in
their living room right now.
So set realistic expectations.
Don't promise perfectionbecause it doesn't exist.
Make sure they understand thatyou have a backup plan if
something were to happen.
If they're bringing up to youhow another company messed up
over and over again, you can saywe don't like to have that

(23:25):
happen.
It doesn't happen that often,but if it did happen, we will
take care of it.
Being an expert in thisindustry is going to help you
with both referral sources andclients to do that.
Sometimes it's just yourlanguage, typically in this
situation, or I have found thatwhen you say words like that,
they know that you've beenthrough this before, this isn't

(23:47):
the first time, and when youhave expertise in this industry,
they trust you more, and sousing words like that will help.
Strategies for overcomingskepticism or hesitation.
Perfection doesn't exist.
Just let them know that thebuck stops with you.
It stops with you.
We're not perfect, it's notgoing to be perfect, but if
something happens, I will behere.

(24:09):
I will be here.
I will take care of it.
You can always reach me.
That's what I would do.
That was my strategy.
I was the marketer, communityliaison, whatever you want to
call me.
I would tell them.
I'm not going anywhere.
This is your new contact.
It would be the scheduler, butI am not going anywhere.
You will always be able toreach me If you have any issues
at all.
I'm not the person you call forscheduling, but if you have any

(24:31):
issues, concerns at all, I'malways going to be available to
you, that's.
You guys have anything else toadd for overcoming that?
No, probably said the samething.
Yeah, pretty much so.
Yeah, and I can tell you thescheduling team didn't always
like that.
The family was calling andtelling on them, because that's
what they do.
They call and say, carrie,we're called out again.
I tried to reach scheduling.

(24:51):
They didn't call me back.
They're doing a million things.
Right, we're all busy.
They could reach me becausethey would text me.
Scheduling wasn't on a textingbasis with them, so if their
phone rang they might've been onthe phone with the caregiver.
They couldn't answer.
So I would always explain thatto them.
You can't reach schedulingbecause they are on calls all
day long.
You texted me and I'm happy tohelp you.
But yeah, scheduling is notalways happy with the fact that

(25:14):
they're telling on them a lot.
They don't like that.
But it keeps the client, so itis the way it is.
But always redirect them.
Oh, this is.
You want to change thecaregiver for Saturday?
Please call scheduling or Iwill have scheduling reach out
to you.
You want to redirect that?
You can't be involved in everyaspect of their care.
You're not going to have timeRight Navigating pricing
concerns.
This is a big one.

(25:34):
It's important to that.
You are communicating the valueof your care and trying not to
talk about the pricing of yourcare.
Of course you're going to talkabout the cost, but don't focus
on that.
Focus on the outcomes, how itsolves a specific problem and
improves their situation.
The adult children don't alwayslive in the same area.

(25:57):
Mom and dad do same state, eventhe peace of mind that they're
going to get from this, yourcompany coming in.
There is no price tag.
What, what could that?
Could be a thousand dollars aday, like more than that, like
it's peace of mind.
And for the adult, for thesenior, when I would be sitting
with them and the adult child istelling mom's never going to do

(26:18):
this, she's not going to dothis, she just won't do it.
You can come and talk to her.
I don't know how manysituations.
What I would say is to mom anddad do you remember when your
daughter and the daughtersitting right there was a child
and how you would worry abouther when she was at school or
you would worry about her whenshe went to a friend's house?
This is how your daughter feelsright now.

(26:39):
She's worried about you and sheneeds to know that you're going
to be okay and because of thefall or because of whatever is
going on, she's concerned and soshe's just asking for some
peace of mind.
This was a great thing to sayduring the assessment and you
could just see the worry fromthe daughter's face disappear

(27:00):
and then the mother go, aha,like the light bulb would turn
on.
So this is a great, great kindof thing to get them on the same
page.
But value selling is like thisInstead of saying this is how
much it costs per hour ifthey're stuck on pricing, this
is how our care improves safety,independence and overall
well-being.
You're value selling instead ofcost selling and it changes the

(27:21):
outcome.
So focus on how much betterthings will be.
If the situation is mom's noteating and she keeps falling
because she's weak, then you'regoing to talk about the
caregiver is going to preparehealthy meals that mom's likes.
Does mom have some old recipesthat a food that she really used
to like that the caregiver canmake for her?
She'll be.
She'll have energy now becauseshe's eating healthy meals.

(27:43):
Daughter won't have to worrybecause she knows mom is eating
healthy meals.
So your value selling insteadof focusing on the costs.
Any questions about that?
I keep seeing the chat light up, but it might still be people
saying, yes, I don't know.

Speaker 3 (27:57):
There was a question about how flexible it should be
with pricing.

Speaker 2 (28:02):
Yeah, so with pricing .
I usually was there more, lisa,I'm sorry, oh no, you're good
Okay.
With pricing.
I don't usually give like aflat.
It's $33 an hour.
I always give a range.
It can be from this amount tothis amount.
I really need to sit down withmom and dad, mom or dad to give

(28:22):
you the actual price per hour,because there's a lot involved.
I don't know what kind ofcaregiver I'm going to need, I
don't know what the skill set,and then they'll say, oh, she's
really easy, she's really easy,it's going to be fine.
I'm sure we're going to be thecheaper rate and I would just
say that, okay, that's great tohear, but I still really need to
assess.
I've had people say that to mebefore and I get in there and

(28:43):
it's not easy.
And I've had people say she'sgoing to be so difficult, she
can barely stand, she can barelywalk.
And I get in there and she canstand and she can walk.
So we can't just go off of.
We need to see for ourselvesthe situation and then we can
give you the price.
I hope that answers that one.
Okay, so handling objectionsand concerns about affordability
.
So I have changed the hours anddays so that their weekly cost

(29:10):
or monthly cost is less, ratherthan changing my rate.
When you start lowing.
If you have a range say you're33 to 37, and you're going to
charge them 33 or 34 instead of37.
That's not what I'm talkingabout.
I'm talking about your 33 to 37.
And they're saying I want 31,or I want $32 an hour.
I don't.

(29:31):
Instead of doing that, I wouldchange the hours and I would
address the concerns I haveabout changing the hours.
We can change the hours to this, but then mom's only going to
get bathed twice a week insteadof three times.
Is everybody okay with that?
That might be the conversationyou have to have.
When you're quick to lower yourrate, the value of your services

(29:52):
start to go down in their eyes.
So really think long and hardabout that Now.
If they were thinking theyneeded 12s and now all of a
sudden they need 24s, maybe it'sworth it to you to take it down
a buck an hour, because nowthey've picked up more hours.
You have to make that decisionyourself.
The last company I worked withwe didn't have a 24 hour rate,
but the company before that wedid have a 24 hour rate and it

(30:14):
was cheaper than our hourly.
That's something to think abouttoo.
That's different than barteringyour hourly with someone who's
not upping their hours right.
Address their emotional needs.
Talk about the daughter and howshe's worried about you.
Talk about the fear maybe momhas at night going to the
bathroom by herself.
Maybe she recently fell goingto the bathroom.

(30:36):
You want to make sure we'refulfilling those emotional needs
.
Address the peace of mind againand you can work within a
reasonable budget.
If I have somebody like, oh, wecan't afford, like they're just
blown away right when I sit downand tell them what I think the
hours should be and what thecost should be, and you can just
see their blur, they'll evensay there's no way we can do
that.
Then I will say how much canyou afford a month?

(30:58):
And it has to be reasonable.
If they say $20 a month,obviously this is not going to
work out right.
It has to be in a reasonableamount.
If they give you an amount thatthey can spend, divided by your
hourly rate, then divide thatby then you get how many hours a
month you get.
Divide that by the week, yousee how many hours a week they
can take and work within theirbudget.

(31:21):
And we tell social workers wecan work within their budget, a
reasonable budget.
You don't have to say I was asocial worker.
Sometimes there are people thatfall between the cracks.
They don't qualify for Medicaidand they also can't afford
private pay, and it breaks myheart.
I hate that, I really hate that.
But there are some that aregoing to fall between the cracks
.
In that case I will ask them doyou have any children that help

(31:43):
pitch in?
Are they willing to help payfor this services?
I wouldn't ask the child rightthere on the spot and put them
on the spot, but that might bean option too.
Sometimes the family memberswill pitch in.

Speaker 3 (31:52):
We used to also have.
I used to bring out littlecalendars, blank calendars.
Sometimes the family would comeup with kind of something where
, okay, what we want to do,we're going to be here for this
timeframe, but we need you guysfor this timeframe, or some sort
of variation.
So I would write it out forthem so that they could see it,
get a visual of what this lookslike as far as you're going to

(32:13):
take all of this time, and thenwe would get more of it, because
they would see it in front oftheir face Wow, I have to work,
I have to get kids to soccer, Ihave to do oh my gosh, I'm going
to be here doing this, and thatway it really helps create a
visual too for the time, and alot of times it is a budget
thing, but then when they startto see the time that they will
be spending doing that versusliving their lives, it makes a

(32:37):
difference too.

Speaker 2 (32:38):
Yeah, I think that's a great idea and a lot of times
they will, and I've said that tothem.
Well, if this is what you canafford, maybe a family member
can do this, or maybe a neighborcan do this or something.
There's somebody else, and whenthe kids see that, sometimes
they'll pitch in, or sometimesmom or dad.
What I hear more often than notfrom the adult children is my
mom has money.
Don't let her make you thinkshe doesn't.

(33:00):
She just doesn't want to spendit.
That's usually and I seeAnnette shaking her head that
happens a lot.
That doesn't mean you consumeit as the money, but most of the
time I have found it's like wego from.
They only want three hours aweek, and now they're like oh,
that sounds really good, let'sdo 30 hours a week and I'm like
where did that come from?

Speaker 3 (33:17):
You just told me, you didn't have any money, so you
just never know.

Speaker 2 (33:20):
You don't know and you can't always tell by their
home or the way they carrythemselves.
I've had very wealthy peopleliving in a small three bedroom
house from the 60s that hasn'tbeen updated, and that's
probably why they have money.
They haven't spent any money.
I don't know, I have no ideahow any of that works for all
the different people, but youtry to work within a reasonable

(33:41):
budget.
Sometimes it's easier forpeople to take their money from
the month and spread it out, andthat calendar is a great idea
too, that Lisa just shared.

Speaker 3 (33:50):
The ones who had the money are usually the ones I
ended up having to wait andcollect as well.

Speaker 2 (33:58):
I've had two 24s, why I had to literally go out and
pick up a check every week.
Yeah, wild.

Speaker 3 (34:03):
Okay.

Speaker 2 (34:04):
Overcoming communication barriers.
Ensuring clarity is conveyingensuring clarity and conveying
services and benefits.
So be very transparent.
And I like to say to them I'mbeing very transparent with you
the time, like you want us to behere at six in the morning, I
can probably find a caregiverthat'll do that.
But if she's out sick, I don'tknow what.
You have to leave for work.

(34:25):
We need to talk through this.
Let's talk through this alittle bit more and see if we
can come up with something thatworks better.
Don't over promise.
I know we want to get thisclient signed right.
It's important.
You've grown your businesses.
We want to get them signed, butdon't over promise to do it
because it'll backfire everytime.
If you're concerned about theschedule they want, explain the

(34:45):
possible outcomes and yourconcern with these outcomes.
If that daughter they're livingtogether and a daughter has to
leave for work at 6amm and shecan't leave until the caregiver
gets there, we all know that'sgoing to be a problem.
We all know, unless you'rephysically going to go, do that
yourself, we know that's goingto be a problem.
You're going to have one or twoand that and Lisa, would you

(35:06):
agree?
6 am, even 7 am yeah, it'searly.

Speaker 1 (35:11):
We had a few caregivers that would go early,
but then if that person calledin sick it was hard to find
somebody else to go at 5 or 6am.

Speaker 2 (35:19):
So, yes, okay write this down, it's just hard, and
you'll find the caregiver that'swilling to do it.
But then, boy, she calls outsick or something happens, you
know.
And so if you've said, if youreally want 6am, we'll make it

(35:44):
6am, just know that yourcaregiver the one person we have
calls out, it's going to be astruggle.
And if you're okay with that,fine, and I've signed people up
like that and they have beenokay with it.
With that, fine, and I'vesigned people up like that and
they have been okay with it.
And they have figured out someother situation, something else
to do that day.
Or until we get somebody there,they have a neighbor run over
and sit with mom.
As long as they know ahead oftime, nobody gets upset about
that.
You just have to be very clear.

(36:05):
Practicing, predictive,investigating sounds so, so high
tech, but I do, boy.
When I'm sitting in that houseI am looking at anything that
could blow up.

Speaker 3 (36:16):
Anything and everything.

Speaker 2 (36:17):
You have to ask if they have a cat.
There's many caregivers thatwill not go to home with a cat.
I love cats myself.
They just won't go.
They're allergic, they'rescared.
I don't know what the case maybe.
So if I see a cat bowl or afood bowl on the ground and I
ask them if they have a cat ordog, I'm going to say, wow, I
see a food bowl.
We have to know, because youguys, if you think, oh, it'll be

(36:40):
okay, it won't be okay.
That caregiver is going to getthere.
No one told them there was apet and now there's this huge
dog when they walk in the doorthat they hid from you.
So you do have to be adetective.
And if there are cats, what areyou doing about the cat box?
A lot of caregivers don't wantto change and Medicaid in
Arizona doesn't allow thecaregivers to change the cat box
.
Private pay we did, but we hadto tell the caregiver and they

(37:02):
had to be okay with it, and notall of them were okay with that.
So try to think about all thethings that could go wrong.
I hate to be a pessimist, butyou don't want the caregiver to
have to problem solve any ofthis.
You don't want the caregiver tothink we hid this from them so
they would accept the job,because that's what they're
going to think.
They're going to think you knewthere were eight cats in this

(37:23):
home.
You just didn't tell me that'swhat they're going to think,
even though maybe we didn't know.
Annette, I see you havesomething to add.

Speaker 1 (37:30):
I was going to say for some reason we just had so
many caregivers that would notgo with cats because of
allergies or people, but alsosometimes I would go to a house
and it just smelled like smokeand I knew they smoked but they
weren't smoking and nothing wasaround.
So I had to say, do you smoke?
And they might say no, and I go, I smell smoke, because we had

(37:52):
caregivers that really wouldhave a hard time going to if
they there was cigarette smoke.
So you have to ask.
Sometimes they don't bring itup and you have to ask those
questions and while it might beuncomfortable for you to ask and
difficult for you to ask.

Speaker 2 (38:06):
It's going to be much better coming from a
salesperson, someone who hasthat personality, to play it off
as not super serious.
Then it's going to come offfrom a caregiver that walked in
and has said I don't want to bearound smokers.
And here we are and is upsetabout it.
That's going to blow up.
So much better to ask us.
Also, I've went into homes inthe winter here and it's not

(38:28):
that cold.
I'm in Arizona and they've gotthe heater on 90.
I can barely breathe in thishouse.
How is the caregiver going to beup on her feet running around
and doing things when it is 90degrees in the home?
So I'm going to address thattoo.
I'm just going to say it's alittle warm in here.
Do you always keep it this warm?
And then I'm going to have tosay do you mind if we keep it at

(38:49):
80?
When the caregiver's here, shecan get you a blanket or help
you put on a nice sweater.
Would that be okay with you?
Anything over 80, it's going tobe really difficult for the
caregiver to clean or dowhatever they're supposed to do.
So, as uncomfortable as itmight feel to you to have to
bring these things up.
If you don't, it's going tocome up anyway.
I've just, I've tried, I'vethought, oh, it's probably just

(39:11):
a hot day, it'll be fine, andthat job starts and I get the
call.
Don, did you know it was 90degrees in that house, so it's
going to come up.
So just deal with it rightthere.
They also cannot smoke whenthey're on oxygen in the house.
People, they just cannot.
Nobody in the home can besmoking when there's oxygen in
the house.
That seems like a common.

(39:31):
I can't tell you how manycaregivers I've had call me and
say, hey, the caregiver'ssmoking.
I'm really uncomfortable.
Yeah, you are.
Oxygen.
You should always ask everyoneAre you, is anybody in the house
on oxygen Cause it may not bethem, it might be their husband,
wife.
And if they say yes, okay,there's no smoking right.
I'm just making sure and theylook at you like you're crazy.

(39:52):
But after being in home careall these years, it's not a
crazy question, I promise you.
So that's a predictiveinvestigating Just eyes open,
ears open, checking everythingthe whole time you walk in.
You need to find out who livesthere.
If there's a house full ofpeople like the caregiver isn't
going to like that probably ifthey're all living there and

(40:12):
they're all expecting theirlaundry to be done and they're
all expecting her to preparemeals.
If there's five, six, seven,eight people living there, you
have to address the fact thecaregiver is here for the client
.
Now, if she's going to makelasagna that everybody can share
, great.
Is she going to make tacos foreverybody?
Probably not.
Is she going to make individualmeal sandwiches for the whole

(40:34):
house?
No, is she making a pot ofspaghetti?
That might work, but herresponsibility is to the client
and her hours here are going tobe addressed to this client,
their laundry, their everything.
If there's a ton of peoplethere.
You're always asking who liveshere.
Anyway, it should be on yourassessment form.
I don't mean to sound, I'm justtrying to give you all the
things that could go south sothat you don't have to go

(40:54):
through that.
Yes, differentiating youragency from competitors.
We did this on the referralsource side.
We've got to do this with ourclients to highlight your unique
selling points specializedservices and staff credentials.
So lead caregivers could be one.
Caregiver training how youtrain them, what you're training
them in Supervisory visits is agreat way.

(41:18):
Alzheimer's, dementia trainingMaybe you have 24 hour
caregivers that you have trainedin 24-hour care.
This means they've learned allthe things Personal care, what
could go wrong in the middle ofthe night, what are they
supposed to do while theclient's sleeping, like all of
that.
Maybe you have a dischargepackage.
You have to differentiateyourself from your competitors

(41:39):
and I don't know about you, butit used to be back in the day
when I would come talk to acompany or a family about home
care.
They had never heard really,they didn't know how it worked
really.
Now they've been through theringer with several home care
agencies, so they are going toknow what other companies are
doing.
Maybe their mom has Alzheimer'sand you're doing a special
Alzheimer's training.

(42:00):
They're going to pick youbecause of that.
Those are the kinds of thingsthat you should be pointing out
and think about doing todifferentiate your company
Addressing availability andscheduling challenges.
Aligning caregiver availabilitywith client needs.
Before I would go on assessment, I always talked to the clients
and booked the assessment andif I knew that they were needing

(42:20):
specific hour because sometimesthey'll just say to me, oh,
I've got to get to work by thistime or something like that, if
I feel like they're going tosign, they like me and I got
enough information I might startchecking the roster before I
even leave.
Who do we have in that area?
I would get with scheduling hey, I'm going out to Chandler,
this is what they need, and outto Chandler, this is what they
need, and it's probably going tobe four hours a day.

(42:41):
What times are going to workwith the caregivers we have out
there, especially if it's a hardto staff area?
Chandler can be tough.
Scottsdale is tough, where Ilive, so before I would even go
out, I would say, based on thephone conversation, it looks
like a four hour a day job.
What should I make the hourswhat's going to work.
And then when I get to theassessment I can say I've got
three caregivers that you knowthat typically work these hours.

(43:07):
Would that work for you?
So sometimes you work itbackwards instead of the other
way.
So checking your roster beforeyou even go out can be helpful
with that, matching those, thoseclient and caregiver needs,
managing expectations aroundlast minute requests or changes.
So what I would do because they,now that they're in the system,
so say they become a client,they're once a week and that's
it four hours once a weektelling them that it's a great

(43:30):
way to sell.
Now that you're in our systemand we know who you are, we know
where you are, you can call usif you need services another day
, maybe just one week, ordaughter whole family's going
out of town to a wedding.
You can't go, and now you'regoing to be all alone for a week
.
So you want us to come moreoften.
We can do that because you're aclient.
You're going to be on, you'regoing to be somebody that we're

(43:51):
going to staff sooner than maybea brand new client.
So that's a way to sell it.
But still, again, you need tobe transparent and have
realistic expectations.
But there is a benefit of thembeing in your system.
For me they had more of apriority than maybe a brand new
client because they were alreadyin the system.
We didn't have to go out andsign them.
If a long time has gone bysince you've seen them, somebody

(44:13):
should go out and assessbecause things can change.
So I would definitely do that.
But if you're seeing them oncea week and now they want a whole
week of 24s, they can do thatbecause they're already in the
system.
So that's part of how I wouldsell.
I would say because you're inthe system, you can add hours to
.
With a phone call we need acouple days notice, but with
some phone calls, talk aboutcancellations as well and how

(44:36):
that works.
We got to with some of ourclients because they were
canceling so much.
We would say not to all of them, but we would say if you don't
give us a 48 hour notice, we'regoing to have to charge you, or
you don't give us a 24 hournotice, we're going to charge.
We didn't do that right off thebat with everybody because
emergencies happening.
This is senior care.
We know that things are goingto happen, but we did have some

(44:57):
particular clients, just ahandful, where we would have to
say to them if you cancelwithout a 24-hour notice, we're
going to have to charge youbecause it's just too hard for
the caregiver.
They're going to quit thatclient anyway because they're
not getting any hours.
They're canceling all the time.

Speaker 3 (45:12):
A couple of questions , and this one has to do with
exactly what you're talkingabout now.
But Tammy asked what aboutchanging the day of service?

Speaker 2 (45:31):
I'm telling you, not today, but I'd rather they come
tomorrow, and there's a coupleof different things with that.
But how would that be?
Okay?
I would try to do that and beflexible.
Again, if they're doing thatall of the time, they're going
to lose.
And I would tell them yourcaregiver has been told that
they would come on Tuesdays fromthis time to this time.
Their schedule works with thatand they've arranged their life
to make that work.

(45:52):
If you continue to change,you're going to lose this
caregiver that you love, becausethey have lives too.
Maybe the day that you want tothis week they're doing
something, because why wouldn'tthey be doing something?
Or maybe they have anotherclient, so anytime they wanted
they were changing all the timeor they wanted to change.
I would always talk about theircaregiver and then sometimes

(46:13):
they'd say I talked to thecaregiver about it, she's
available, and that drove menuts, because they're not
supposed to be talking aboutscheduling with their caregiver.
So we try to keep them fromdoing that, but we can't always
keep.
My caregiver said it was fine,she can come tomorrow instead,
and I would say Okay, we need tobe in the know and I understand
you're alerting me right now,but that needs to come through
the office and then we willcheck with the caregiver.

(46:34):
So that's great for this week,but the next time please call
your scheduling team and we willget with the care.
We don't want the caregiver tobe put in a pressure-y situation
where they feel like they haveto say yes.

Speaker 3 (46:46):
So also also Christina, just that.
She lost a caregiver like this.
I don't know if she either wentprivately or she was just like
you know what.
I just don't want to do thisback and forth of the schedule
changing.
I'm not sure what the case, butit was that.

Speaker 4 (46:59):
It was that she would call me.
The client would call me andsay, can we do Tuesday?
And she would cancel thatmorning.
And it happened three times ina row, three weeks in a row.
And our really good caregiver,one of our top caregivers, just
texted me.
When I said, hey, can you doWednesday instead of Monday, she
goes.
I can do this Wednesday, butthen, please, this is my, my, my
notice with her, because it'stoo, it fluctuates and a lot of

(47:22):
the caregivers like consistentschedules, yeah, so I agree.

Speaker 2 (47:25):
Yeah, I would I always the very first time.
We can do it this time, butyou're, you have a risk of
losing your caregiver if wecontinue to do it and they do,
they live because they love thatclient and they want to satisfy
them and they want to be therefor them, but they can't let
their life be dictated.
Okay, we're we got to keep going.
Okay, maintaining long-termclient relationships.

(47:47):
So regular check-ins with yourclients are super important.
You're updating the care plan.
It reinforces trust.
So the first day of shift,within 24 hours, the scheduling
team or the market or whoeverwhoever you want calls in to see
how service went.
Somebody should also probablybe calling the caregiver and see
how it went, because a lot oftimes caregiver on a new client

(48:08):
is a new caregiver too.
That can happen.
So you want to make sure itwent well on both sides.
Supervisory visits like 90 daysis good, unless if they're a
high biller or 24, you want togo more often and make sure
they're happy.
If they're hosp, high biller or24, you want to go more often
and make sure they're happy.
If they're hospice, you want togo more often.
If they're bed bound, you'rewanting to go more often.
Make sure they're not gettingbed sores, they're happy.
Ahoy or lift If they havecognitive issues.

(48:28):
I would say more than every 90days, maybe every 30.
Because for those reasons it'sobvious why you would need to go
more often Proactively addresspotential issues to ensure
satisfaction.
So anticipate challenges aheadof time.
We've already talked about that.
Check in with the firstcaregiver, see how it went.
Are there, did the care planmatch or maybe it didn't did?

(48:49):
Is this client nice?
Is this client?
Let's hear from that firstcaregiver how it went.
Train caregivers to alwaysalert the office when there is a
change in the care plan.
Maybe I signed up the clientand I missed something and the
care plan doesn't match.
From that day on it's alwaysgoing to be that it doesn't
match unless that caregivercalls the office and tells us
actually she can't help transfer.

(49:12):
It was terrible.
I don't know what Dawn wasthinking.
Whatever it is, the care planneeds to be changed for the next
care.
We don't need this to keephappening.
And then the adult children andthe client are upset because
the caregiver again came inthinking this person could
transfer and they can't.
So always get that care planchanged.
And that starts with thecaregiver Competition.
How do you stand up?
You differentiate yourself.

(49:32):
Strengthen your relationshipwith the client and family.
If you're calling and checkingin and alerting the adult child
of things, you now have a strongrelationship.
They can tell you when thingsaren't going well instead of
just quitting because they'retoo scared to talk about it.
Differentiate your serviceswhile they're on service.
So maybe you have a geriatriccare manager and all the other

(49:53):
home care agencies don't.
Make sure they realize that andthat they're using that service
.
Maybe you provide you do callthem on the first 24 hours after
their first day of service andnone of the other home care
agencies did Whatever.
It is that why they picked you.
Make sure that they're gettingthat.
Whatever that differentiation is, be a reliable partner.

(50:14):
Communicate back and forth withthe adult child.
Make sure you have HIPAA, makesure they've done HIPAA and that
it's okay to do.
But alert that.
Hey, I just want to let youknow the caregiver called your
mom had really had a tough day.
You might want to call and justcheck that and she's okay,
she's safe, she's not hurt, butshe was really sad today.
Just thought you'd want to know.
They love that.
They need that.
That's the peace of mind.

(50:34):
Guys.
Showcase your expertise.
Always be showcasing that.
If you have a geriatric caremanager or it looks like mom's
dementia is getting a little bitworse, I'm going to have my
Alzheimer's certified staffmember, come out and visit with
your mom today.
That keeps them on service andkeeps them from calling your
competitors.
Okay, lisa, you don't have alot of time.
We can go over a little bit.
I'm so sorry it ran so long.

(50:57):
Go for it.

Speaker 3 (50:57):
Anyone who asked there's a couple of questions in
there.
We've already made arrangements, so we'll call you guys after,
if that's okay, just so we canget through all of this.
Okay, I'm tired, we'll comeback, but I just wanted to let
you guys know that.
Okay, so mark your calendars.
February 21st is a friday.
It's national think a caregiverday.
This isn't really a handout oranything.
It's just a reminder to youguys and some cute little quick

(51:19):
ideas.
If you wanted to do somethingfor the caregivers, maybe hold a
open house.
That's what we did.
We had an open house and hadfood and things to give away
Bags like a little care, bagswith candy, maybe like a protein
bar, water, little maybe pad ofpaper pens, things like that,
little cute things like this.
I know that one of them had anice key chain it was all about

(51:40):
appreciation and a cool bag thatthey can reuse, like when they
take to jobs and shifts andeverything.
So just remember them on thatday, all right, so for February
we have happy Groundhog Day.
Don't let last minute dischargescast a shadow on your day.
So this one here on the left,you would take out to your
social workers and talk aboutyour last minute discharges and

(52:02):
how you have caregivers ready togo.
This one says our caregiversare prepared to get your
patients home safe and groundedwithin just a few hours.
And then, on the right here,don't let a fall cast a shadow
on your day.
This you can take out to othersand just let them know that you
are ready to go.
With this you can get someonehome safely.
If they fall in, you'll keepthem safe at home.
All right, I'm going a littlefast.

(52:23):
Another one healthy heart tips.
So February is American HeartMonth.
Our caregivers can help seniorsstay heart healthy at home by
helping too, so to relievestress, by doing a lot of all
these other things.
I used to love to let peopleknow that we were able to
prepare healthy meals and havethem ready like on deck for
maybe warming up or heating uplater.
That was such a huge thing thatpeople needed and didn't

(52:46):
realize.
So I like to incorporate thatanytime we can, that, yes, we do
all of these things right.
We can take someone outside toget some vitamin D healthy, do
some exercise, physical activity, healthy meals, all of that
stuff.
They need to know that this isall kind of encompassing with
home care.
You can do all these things,constantly reminding them.
And if you want to go in andcustomize, you can.

(53:08):
Sorry, the links are at thebottom here.
It'll also be on the forum, butthere's a Canva link where you
can go change everything if youwanted to.
And then the Google Doc whereyou can go in and just customize
it to your contact informationand logos and then boom, you're
good to go, print that out andtake those with you.
Another one, feeling like lifejust turned up the heat.
Don't sweat it.
We have trained caregiversstanding by to take the heat off

(53:30):
family and provide excellentcare at home for all situations.
I feel like this is talkingabout just everything that we
talked about today.
Right, every situation.
And not that anyone cares.
But it's National Sauna Week,february 20th to 26th.
But it's just a different takeand I think it just will bring
attention to what you'rebringing in, what's not the norm
.
And then again you cancustomize those for the February

(53:52):
leave behinds.
For each of them you can useany of these that you want to.
Stress balls are really popular, especially heart ones that are
Valentine's Day colors, andthen the shower steamers.
I think that would go reallywell with the sauna.
When they're individuallypacked, you get those organza
bags that tie and you can hole,punch your leave behind sorry,
and attach it to your bag thelittle ribbon there and just

(54:14):
take it out.
It's a cute little gift andthey're going to remember you
with all these different ideas,I believe.
Just make sure you keep goingout all the time.
All right, next slide, februaryleave behind.
This one is a little trickybecause you are getting cell
phone numbers for social workers.
This is a game changer for you.
It's a little, just a littlegiveaway.

(54:35):
Enter to win a Valentine's Dayself-care gift basket.
A.
You're getting them to come outand get this from you because
this is important.
They could win the best thingever self-care gift basket.
You can make it whatever youwant to.
You can spend 50 bucks on it,you can spend 20 bucks on it,
doesn't really matter.
But they don't know thatthey're just entering to win and
you're getting their cell phonenumber.
So this is really cool.

(54:55):
Love, love this idea and youcan pair it with.
So these are just like a cutelittle idea, little Valentine's
Day cards.
It'll really literally holdprobably like 10 Skittles, but
so it's really cute.
This is another way you can usethat.
Text me with how many Skittlesare in the jar?

(55:16):
Easy peasy, no one really isgoing to.
Everyone would win, but you'regetting their cell phone numbers
.
So that's what's important, andit makes it a little
interactive too, and fun.
March leave behind, so it isNational Social Worker Month.
This is like the day right, soyou want to go out and make sure
that you're saying thank you toall of those social workers
that you know and don't know.
This could be your icebreakerhere.

(55:36):
We just appreciate all that youdo and we want to thank you for
trusting us with your patients.
We're getting them home safelyand that you continue to give us
these patients to get homesafely.

Speaker 2 (55:47):
Yeah, and you only get one month a year to
celebrate the sexual workersguys.
You got to see them all.
This is like the month themonth.

Speaker 3 (55:54):
It's a few months to shine and I really liked these
mesh letter zipper pouches.
I keep saying I'm going to getsome.
I need to because I just don'tknow why.
I just really like them, butthey also come with some sticky
labels here.
I think this is a gooddifferent thing that we're doing
this year.
And then these cute stickers.
These are so very cute.
This can go on their waterbottles or laptop on these
little pouches, you name it.

(56:16):
And it's all about socialworkers and Annette has used
these in the past and said thatthey were just really great.
Everyone loved them, wanted toknow where to get them, and so
now you guys know where to getthem.

Speaker 2 (56:26):
And you can go to the marketing store down here on
the left when you get the slidesand it'll take you right to the
store to pick these things up.
Every slide that's got stuffhas a marketing store.
They take you to differentmonths.

Speaker 3 (56:40):
So, anyway, go ahead.
I forgot about that.
Thank you for reminding me.
I forgot that.
Was there Another one?
So creating partnerships thatwork for your patients, care
plans designed with yourpatient's unique needs in mind.
So they need to understand thattoo.
And then you're taking out.
Here's a little creativity,courtesy of change it to your
logo, and it is national craftmonth, so I thought it'd be cute
to pair it with a little craft,which is these little diamond

(57:03):
painting kits.
I have a ginormous Darth Vaderone that I love and still
haven't finished, but these areso cute and it's so fun.
I really like doing these.
And it's just different too,whether an early bird or a night
owl, know who's got yourpatients covered 24 hours a day.
We do.
That's who.
So our caregivers are trainedfor all different situations,

(57:23):
all different times of the dayand all through the night to
keep patients safe at home.
It's who we are, and so I thinkthat it's important that they
know you're not just a nine tofive type of thing.
This is 24 seven.
If they need care at night, ifthey need someone to watch over
them, just to sit or service orjust to be there in case they
need to get up to use therestroom.
You've got them covered.

Speaker 2 (57:42):
I love this one yeah.

Speaker 3 (57:45):
And then just some cute little owl things just to
tie in the little theme there,the sticky notes, owl bags you
can fill with candy or any othertchotchkes like your pens, hand
sanitizer, you name it.
And then these cute little guysjust glow in the dark and I
just thought they were cute.
And then we have St Patrick's.

(58:08):
So if you're in a pinch, you'rein luck.
We will get your last minutedischarges home safe today,
happy St Patrick's Day.
So just want to let them knowthat, again, this is a big one,
because last minute dischargescan happen all the time, or they
were planning it and then itjust took forever to get
transport or whatever the casemay be, or one person to sign
off, or even meds.
You want them to know thatyou're accustomed to this.
You understand that noteverything goes as planned and

(58:29):
you are ready to go anytime thatthey need you.
And if you go to the next slide,okay, just very simple beaded
necklaces.
You could actually cut like alittle cutout on the top and the
bottom to push that beadednecklace through.
And there it is.
It's your pinch protection.
You could also get these cutelittle boxes.

(58:51):
Fill them up with rainbow coins.
I just thought that would bereally cute too.
Any of this would just makesomeone smile and remember you,
april.

Speaker 4 (58:58):
These are new Woohoo.

Speaker 3 (59:06):
Okay.
Planting seeds of support helpspatients thrive at home.
It's national garden month andas an afterthought, I was
thinking a garden basket wouldbe good.
Get someone's cell phone numberfor that, maybe enter to win.
But right now we're doing thisone.
Our home care team will put acare plan in place ensuring your
patients thrive at home.
So again, we just want them toknow that you are on it.
You will put a care plan inplace ensuring your patients
thrive at home.
So again, we just want them toknow that you are on it.
You will put a care plantogether.
When you go out and do anassessment and your caregivers

(59:27):
are ready to go, they'reprepared.
These are really cute littlepapers.
They're like they're seedswithin the paper.
I don't know if you guys haveever seen these, but they're
really cute.
You soak them and plant themand it'll grow.
These really cute you soak themand plant them and it'll grow.
These are wildflowers, forexample, and you just get the
little envelopes here andthere's links in the store.

(59:48):
Throw your logo on that andmaybe add the two or three in
there.
There's like a hundred in thepacks.
I just thought this was reallycute to watch them grow, just
like we want to grow your homecare agency and grow your
clients and referral bases, wewant to vitamin C.
You stay healthy.
So April 4th is nationalvitamin C day.
I used to do something likethis all the time, just anytime
it was flu season.
But I would just take out likea bunch of oranges or cuties

(01:00:11):
with, like, my information.
So this is just a step up.
But you can also do theseemergency hydration packets or
like the individual ones.
You just shove them in a waterbottle and you're good to go.
Lots of vitamin C keeps youhydrated.
And or you could take out someoranges too.
I used to love to do that andwhen I would go in the day when
you could actually go to thenurse's station, they liked it.

(01:00:31):
They absolutely loved itbecause it was different than
donuts, it was different thancandy, it was different, it was
a little more thoughtful.
All right, our little fuzzy guy.
He's so cute, so last minutedischarges got your feathers
ruffled.
We're ready to spring intoaction and we're no chickens,
get it Cause he's a little chick.
But with 20 years, okay, ourcare team is ready.

(01:00:55):
24, seven.
So that's something you cantake out for spring.

Speaker 2 (01:01:03):
They love a play on words.
This is the kind of thingthat's going to stick out in
their head and remember you andknow that you went to these
lengths to spring them somethingdifferent right.
And so, then, your servicesmust also be very good.

Speaker 3 (01:01:15):
Right and just.
I thought these bunnies holdingonto carrot pens were adorbs so
I just wanted to put thosethere.
And then these spring flowersticky notes are just really
pretty.
Something different, but alsosomething that they can also use
at their desk.
So loved these Great that's it.

Speaker 2 (01:01:33):
You did it, and by five minutes after great job.
So I know some of you still hadsome questions.
We're going to call you andwe're also going to put those
questions.
Remember, we will call you, butremember we also have the forum
.
So if you have questions alsoyou can put them in the forum
and we can respond there,because that helps educate
everybody.
We're going to call you, guys,and then we're going to also put

(01:01:54):
the question you asked in theforum, because I think it's good
for everyone to see thequestions and read the answers,
and then you can go to the forumfor those things too.
So thank you everyone for beinghere.
We'll see you in a couple ofweeks.
Will the slides and everythingget sent today or tomorrow?
When do we?

Speaker 1 (01:02:10):
do it, annette.
Usually the slides go with thereplay, so look for it in the
next 24-ish hours.

Speaker 2 (01:02:16):
Okay, you'll get an email from Stephanie Yep.
Okay, perfect.