Learn from real-world examples and boost your client experience
Intake calls are the lifeblood of your home care agency. Every marketing dollar spent—on SEO, Google Ads, social media, and referrals—funnels potential clients to your phone lines. That first call is often the deciding factor between winning a client’s trust or losing them to the next agency on their list.
The Reality Check:
In our latest video from The Gatekeepers Tapes, Part 3, we dive into the good, the bad, and the ugly of intake call handling. We acted out three different call scenarios to show what agencies should and shouldn’t do:
🔻 What NOT to Do:
- Letting calls ring endlessly without voicemail
- Putting a caller on hold indefinitely
- Saying “no one is available right now—call back later”
- Transferring calls without first taking a name and number
- Showing no empathy or urgency
The result? Frustrated family members like Annette, who give up and call your competition.
✅ What TO Do:
- Answer every call live—no excuses.
- If transferring, always get the caller’s name and number first.
- Connect emotionally: show compassion and expertise right from the start.
- Offer immediate solutions—like setting up a meeting at the rehab center to start care.
- Be proactive: “I’ll reach out to the social worker and coordinate a smooth discharge.”
- Stay flexible—offer video calls or FaceTime if family can’t be there in person.
Key Takeaways:
- Intake calls are not admin tasks—they’re critical sales opportunities.
- Every intake call is a crisis moment for the family. Treat it like one.
- Make it easy for people to choose you—answer fast, listen deeply, and take immediate action.
- Have a backup plan for busy phones: someone must always be ready to help.
- Assign team rotations and train staff to jump in live.
If you want to grow your home care agency, mastering intake calls is non-negotiable. Watch The Gatekeepers Tapes, Part 3 to see real-world examples, and share it with your team. Let’s raise the standard of care—one call at a time.
