What if your customer is an elderly person who dies? Is the customer relationship completely finished?
In the senior care industry, relationships are everything. Unlike other businesses, trust, empathy, and reliability are not just valued, they’re required. Whether you provide home care, assisted living, care management, or professional services for older adults, success depends on your ability to attract new clients and retain existing ones.
Here are six proven strategies, three for gaining new customers and three for keeping them long-term.
3 Proven Strategies to Obtain a New Senior Care Customer
1. Build Referral Relationships That Matter
Referrals are essential in the senior care industry. Professionals and families are more likely to trust recommendations from someone they already know.
Action Steps:
- Build authentic relationships with local hospitals, rehab centers, hospice agencies, and social workers.
- Create a “Professional Partner Program” with educational materials or small recognition gifts for those who refer clients.
- Attend networking meetings and follow up with genuine interest, not just a business card exchange.
2. Strengthen Your Online Reputation
Families researching senior care often make their decision before they ever make a call. Your online presence can make or break that first impression.
Action Steps:
- Claim and update your Google Business Profile, adding photos, services, and hours.
- Request client and family testimonials. If your customer has passed away, request stories that highlight your compassion and reliability.
- Monitor and respond to online reviews promptly and professionally.
3. Offer Free Educational Value
We all trust experts first. By positioning yourself as a knowledgeable and compassionate resource, you build credibility that turns into business.
Action Steps:
- Host a free educational webinar or in-person seminar about topics like “Navigating Dementia Care” or “Understanding Medicare Home Care Options.”
- Create downloadable guides or checklists for family caregivers.
- Share short, practical tips on social media that show you understand caregivers’ challenges.
3 Proven Strategies to Keep a Senior Care Customer
1. Communicate Early, Often, and Honestly
Inconsistent communication is one of the top reasons families switch care providers.
Action Steps:
- Establish a standard communication plan—weekly updates, monthly check-ins, or an open-door policy for questions.
- Be proactive: share small wins, note changes, and report concerns immediately.
- Train staff to communicate respectfully and clearly with both clients and families.
2. Personalize Every Interaction
Senior care is deeply personal and no two clients are alike.
Action Steps:
- Keep detailed notes on each client’s preferences, routines, and family connections. Upon assessing the client, be sure to request personalized information!
- Celebrate birthdays, holidays, and milestones.
- Involve families in care planning and decision-making.
3. Invest in Consistent Staff Training and Retention
The quality of care you provide is only as strong as the people delivering it. High staff turnover can destroy client trust. Families commonly are seeking care professionals that have been employed at the same company for numerous years!
Action Steps:
- Provide ongoing training in communication, dementia care, and emotional intelligence.
- Recognize staff publicly for exceptional care.
- Create a supportive culture where caregivers feel valued and heard.
In Conclusion
Gaining new clients may fill your schedule, but keeping them builds your reputation! In senior care, trust, consistency, and compassion are your most valuable marketing tools. When you combine community relationships, transparent communication, and a culture of care, your business won’t just grow—it will thrive. If you want to brainstorm ideas to grow your business through customer growth and retention, call me for a free 15 minute consultation!