“The leads you send are no good – they never call me back!”

I hear that a lot; so often, in fact, that I wrote a whole post on it last year. Woman on PhoneBut just last week I was out at a home care conference, and got an earful at the cocktail reception from one of our agency partners.

“I called that family four times in two days, and they never called me back, so I went ahead and closed out the lead.”

Four times in two days? I wouldn’t call you back either.

Being in sales, though, I couldn’t bring myself to say that to a client. So here’s what I said instead:

“Sometimes it can take a family a little while to make a decision to move forward with senior care. The adult daughter who takes it upon herself to research things needs to get her elderly mom on board with the idea – and then there’s the sister in Dallas and the brother in San Antonio who may have their own ideas. They may not be ready to make a decision in just a day or two.

“Did you ever try calling back about two weeks later?”

The next day, I saw the same gentleman. “I decided to test you,” he told me. The night before, after cocktails, he went back to his email archive and found a lead we sent him about two weeks ago. He called the family again, got voice mail, and left a message. “Just my name, my phone number, and the comment that I was there to help with her mom, like you coached me. When I spoke with my business partner today at lunch, she mentioned that the woman had called in this morning – and scheduled an assessment visit!”

Now, I’m not sure this experiment is reproducible. One phone call, to one family, and you get a client out of it? It’s a little too good to be true. But I bet that if you were to…

  1. Find ten leads, either from Caring.com or from your own web site, that came in about two weeks ago;
  2. Call those families one last time and, if you get voice mail, say this: “A little while ago, you went online to find out about senior care. Did you ever find someone to help out with your mom? If not, I’d love to see if we could help you. Please call me at XXX.”
  3. Send an email, saying the same thing.

You’d get at least one assessment out of the exercise.

Did it work? Let us know.

Katie Roper

This article was written when Katie Roper was Vice President of Sales & Marketing at Caring.com. She's now a contributing author on this blog, as principal at Catenary Consulting.

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