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Sales Tip of the Week: Understand Why Clients DON'T Refer

Last week we learned why clients refer. Equally, if not more important, is why clients choose NOT to refer. Make sure you know these reasons and make any adjustments necessary to increase your referrals!

Here are reasons why clients don't refer:

1. They haven't established a relationship with you and don't have the confidence that you will provide the level of care that you say you will.

2. They think you are too expensive(Private Duty). Explain why your rates are in the "high-average" fee range. Stress the importance of attracting and retaining qualified home care staff and what services are included in your fees. Educate them. Although people say they look to low price first, psychologically they are afraid of it for fear that quality will be compromised.

3. It never occurred to them to refer. You never asked for the referral. Plant the seeds in their mind that you welcome referrals and stress that you will not disappoint them or compromise their credibility by referring patients to you.

4. They are afraid to be responsible for a referral that would reflect poorly on their judgment. Work hard at increasing their confidence in you. Share your agency's outcomes, testimonials or responses from existing client questionnaires.

5. They have had a previous negative experience with one of your competitors. Find out as much as possible from your potential referral sources what they did not like about other Home Care companies they have dealt with. You will have to convince potential referral sources why they should trust you and your staff, and why they should do business with you. Show them how you're different and better than that competitor.