Trusted Family Homecare provides “professional, affordable, and caring in home living assistance for seniors in the Ventura County and Los Angeles County area,” and has been receiving great reviews for the services they provide. And that’s by design: Owner Daniel Thom started the agency after personal experience with in-home caregivers for his aunt, who had ALS/Lou Gehrig’s disease. He wanted to make sure other families in the area had a good choice for their in-home care needs.
“Some of my aunt’s caregivers were good, and some weren’t – it was the ones who were bad who particularly struck a chord,” he says. “I didn’t want other families to have a similar experience that we did with her caregivers. I wanted to provide an agency that families could rely on for consistent quality care, and that would help them understand important information like knowing how to pay for home care, such as through veteran’s Aid & Attendance pension benefits. We didn’t learn about that stuff until after the fact, and it would have been helpful to know it while she was still receiving care.”
While Daniel had the best of intentions and true empathy for the experience of family caregivers, in the early years of his agency, he was managing the agency/business while also working a full-time (9 to 5) job. He didn’t have any spare time to spend marketing the agency on his own, but did want to grow the business as quickly as possible. So, he hired a consulting firm who educated him on the industry and recommended specific marketing strategies for growth, with Caring.com among the recommendations made.
Thus, Trusted Family Homecare began its partnership with Caring.com in 2015, and started with a small volume of leads, “only what I could handle,” Daniel says. “The 9 to 5 really hindered me in getting more clients. I had to walk away to make a phone call, could only do meetings at certain times, and was a 1-man band. I could only do so much. Even if I had more money to buy more leads, I wouldn’t have been able to service those individuals, so we had to really closely manage the amount of leads coming in.”
To do so, Daniel worked with Caring.com’s Brett Davis (a senior business consultant for home care agencies) to progressively increase Trusted Family Homecare’s referral volume from Caring.com and grow the agency. He went from getting a handful of leads per month in 2015 and 2016, to increasing his lead cap to dozens of referrals per month in 2017. The partnership has been so successful that this year Daniel was able to quit his day job and focus fully on the home care agency, nearly tripling his lead cap with Caring.com from November 2017 to March 2018.
“Working with Caring.com has been great,” says Daniel. “I’m able to connect with Brett on a regular basis. He returns my calls and emails, and answers all of my questions. And he’s worked with me on multiple occasions to make sure our account had a lead volume matched to what I could afford, as well as what I could fulfill on given our staffing and availability. It’s definitely been a positive experience.”
Another reason Daniel’s been able to progressively increase the lead volume for his agency is because he’s doing an excellent job in converting the referrals he receives – often closing 10-13% of the leads.
“I call the referral right away. Wherever I am, whatever I’m doing, I stop and make the phone call within 30 seconds of getting that referral alert – unless of course, I’m already on the phone,” he says. “In fact, I just landed a new client from a Caring.com referral yesterday. The lead came through Tuesday night. Wednesday morning, I met with the client and had a caregiver set up. We started care for them Wednesday night.”
Caring.com isn’t the only referral source that Daniel is using to grow Trusted Family Homecare, but it is where he’s getting the largest volume of leads.
“We are absolutely getting good service from Caring.com,” he says, “and now that I have more time to focus on the agency, why not continue to grow through what’s worked before: continuing to increase our opportunity through Caring.com!”