Enquiry management that makes sure no family slips through
Marketing brings the enquiry. What happens next decides whether it becomes an admission. We work alongside your team on the process from first contact to move-in.
What we usually find
Many groups lose more admissions after the enquiry than before it. Calls go unanswered, follow-up depends on who is on shift, showrounds are unstructured and there is no record of where families dropped out.
What changes
A clear enquiry journey with responsibilities, timescales and a simple CRM, followed up consistently and reported on, so that more of the families who enquire go on to move in.
What the work involves
Enquiry journey review
Mapping what happens now, from first contact to admission, using call records, mystery shopping and staff interviews.
CRM and follow-up processes
A simple, usable system for recording enquiries, next actions and outcomes, with follow-up sequences agreed with your team.
Responsibilities
Who answers, who follows up, who reports, and what happens when they are not there.
Reporting
Enquiries, showrounds, admissions and conversion rate by home and by source, monthly.
Team support
Coaching, scripts and training so that conversations are confident, warm and consistent.
Continuous improvement
Reviewing lost enquiries to find where interest is being lost and fixing it.
Why this matters in care
Enquiry conversion is the highest-value improvement most care groups can make. Doubling conversion is usually cheaper and faster than doubling enquiries, and it improves the family's experience at the same time.
How it fits
Enquiry conversion support is a core part of the partnership. It is delivered alongside your team, not instead of them. The Enquiry Conversion Review is the bounded starting point.
From local authority reliance to a steady flow of self-funding enquiries
A family-owned group with strong care and weak marketing. Within a year of joined-up work, self-funding enquiries were the norm rather than the exception.
Sally is endlessly enthusiastic and knowledgeable. Today, we're seeing a steady increase in occupancy each week.
Questions about enquiry management and conversion
Do you answer our enquiries for us?
Which CRM do you recommend?
How quickly can this improve?
One practical idea, every week
Written for owners, directors and marketers in care. Each edition gives you one thing to do that week, one example of it working and one question to ask your team. No spam. We're too busy filling empty beds.
Let's talk about enquiry management and conversion
Tell us about your homes and what you have tried. We will say plainly whether this service is the right place to start, or whether something else would move occupancy faster.