At the initial call of a potential client we use a "Prospect Call Notes" skript reminding us to ask the essential information for continuation of the process. On top of the contact information of the caller and the potential client we want to understand the nature of the care needed. This will guide us to understand whether we are talking about Personal Care, Companion Care, Homemaking or other services. As we are talking to adult children of the possible client or to the client him/helself we need to be very flexible and let the caller lead if he/she so will. 

At the end of the call we always suggest a personal meeting with the client and a family member. At this meeting our client can tell us in more details what are their needs and goals for our services. This meeting provides both parties to get to know each others "outside the script" not only for the business but also as persons. This is very inportant to create the trust needed to let somebody to your home!