There’s a reason why word of mouth has been a gold-standard marketing tactic for ages. Any good outreach program will use a plethora of different strategies, but few (if any) can replicate the trustworthy nature of a referral.
When local businesses and healthcare professionals recommend your services, it lends precious credibility, which is vital in an industry as hands-on as home care. What’s more, building a referral network is one of the most cost-effective ways to get the word out about your services.
Whether you’re looking to expand into a new territory or drum up additional business in your current area, here are seven tips for how to attract and retain home care clients through referrals.
1. Identify Potential Referral Sources
Hit the ground running and begin creating a comprehensive list of potential referral sources in the area where your agency operates (or is looking to operate in). Building your list and prioritizing each one in order of importance will point your outreach efforts in the right direction and focus your efforts on the right partners. Here are a few starting points if you’re wondering who to solicit:
- Local businesses: Pharmacies, grocery stores, and medical supply shops often interact with seniors and their families.
- Senior centers: These community hubs offer various services and activities that cater to older adults.
- Healthcare providers: Doctors, nurses, physical therapists, and other practitioners can recommend your services to patients who could benefit from in-home care.
- Government agencies: Local and state-level agencies, such as the Department of Health and Human Services, often assist seniors and can point clients toward your agency.
- Assisted living homes: These facilities may be able to refer your agency to residents who need temporary or additional in-home care services.
- Rehabilitation centers: Patients transitioning from rehab back to a home environment may need ongoing or temporary assistance.
2. Develop a Personalized Outreach Plan
Your outreach will only be effective if you tailor your communication to address the needs and demographics of your referral source targets. For example, when reaching out to local businesses like pharmacies, highlight your ability to help with medication management and provide remote monitoring support. For senior centers, you might choose to focus on companionship services or non-medical support like grooming, meal preparation, and housekeeping.
You should also make it easy for potential partners to understand who you are. Keep your pitches short, sweet, and to the point – the overarching goal is to make it easy for referral sources to understand how your agency can complement their existing offering and enhance their clients’ well-being.
3. Leverage Client Testimonials & Success Stories
Just like your clients, referrals will also be looking for social proof when deciding who they should trust. Since you’ll be stepping in as a stranger at first, you’ll need to give them plenty of good reasons to put their reputation on the line and recommend your agency.
Whether during your pitch or as a follow-up email, demonstrate your agency’s success by sharing success stories and customer satisfaction surveys that apply to their unique situation. Share specific examples of when your agency has made a significant impact, with an eye towards your commitment to quality care and the positive outcomes achieved.
4. Offer Incentives for Referrals
A little extra motivation can go a long way, which is why incentive programs are great for encouraging referrers to recommend your services. These programs reward partners with service discounts, gift cards, and other benefits that provide tangible value in exchange for a successful referral.
To maximize the impact of your incentive program, promote it through multiple channels – not just one-to-one outreach. For example, if you have a company newsletter, you can use it to highlight the benefits of the program. You can also create a dedicated section or page on your website.
5. Maintain Regular Communication With Referrals to Build Relationships
It’s not enough to make a single phone call and expect referral sources to promote you from there on out. Establish a regular follow-up schedule with your partners to keep your agency top of mind and offer additional assistance if necessary.
Check-ins will also help you track your progress, provide information about new service offerings, and generally grow a relationship with referral sources. As we’ve mentioned a few times now, word-of-mouth recommendations are all about trust – and strong relationships are the foundation of it all.
6. Optimize Your Online Presence
When referral sources and potential clients are looking to learn more about you, they should be met with comprehensive and well-organized information. Make sure your website is a user-friendly place that effectively showcases your services, customer success stories, and general expertise.
For example, intuitive navigation is a must, especially because your target demographic is not likely to be very tech-savvy. Your website should have a clear and simple page structure with easily identifiable menus and links, as well as clear calls-to-action that guide users toward the desired outcomes.
7. Track Your Success Using Tailor-Made Tools
Home care marketing software is a very effective solution for tying all of these strategies together with analytics. It acts as a hub for all of your word-of-mouth marketing efforts, providing tools to track referral sources – including how much revenue different sources are bringing in – and, therefore, understand the ROI associated with each one.
Agencies’ sales and marketing teams can use these tools to keep tabs on how their accounts are progressing, maintain detailed records, and even communicate with partners, including sending over marketing materials that can help them make successful referrals. What’s more, they can use it to grow their referral network by performing assessments and signing company contracts from directly within the platform.
Over time, home care marketing software will help you refine your referral outreach strategy and understand where your agency is deriving the most value, and where you should be focusing your efforts moving forward.
Build Your Referral Network With AxisCare
The right strategy will take you through the entire referral lifecycle, from soliciting new partners to tracking the success of your initiatives. If you’re ready to start expanding your client base the smart way, request a live demo with one of our home care experts.
