The Importance Of Relationship-Building with Your Client’s Families

As in-home care business owners, you are undoubtedly well-aware of the importance of building strong and trusting relationships with the clients for whom you are caring.  After all, the client is why we do what we do, and without a solid relationship, we would really have no foundation from which to build.  

In addition to our clients, it is equally important to build a strong relationship with their family members.  It is a huge---and in many instances, an extremely emotional---decision to entrust the in-home care of their loved one to someone else, and it is critical that we build an open and trusting relationship with all parties involved.  Here are some key points:

Start with the Basics: A Clear-Cut Contract  

When you meet with your new client and the family, make sure that they have a detailed understanding of your company's responsibilities.  Explaining everything---and having it in writing---at the onset will enable everyone to confirm that their needs will be met.  In addition to clarifying what they expect from your staff, be sure to advise family members of your expectations and what assistance you may need from them to successfully care for their loved one.

During discussion of your contract and expectations on both ends, it's important to set limits; i.e. not saying "yes" to something that is clearly outside of your company's guidelines.  Being honest and upfront at the onset regarding any limitations is key---you should never make a promise that you know you cannot deliver.

Get to Know Everyone

Get to know the family, in addition to the client, as they are often instrumental in the initiation of this care in the first place.  When you take the time to show sincere interest and go the extra mile to meet the family members, friends, and neighbors (where appropriate), the family will feel at ease building a relationship with you because they see that you care about their loved one and everyone around them.  

Don't be afraid to ask questions!  

Although naturally, you'll be answering many questions from your client and their family, don't hesitate to ask questions on your end.  Going beyond the standard "contract questions" is definitely a way to initiate the building of a strong relationship.  (Your client and his or her family would be pleasantly surprised if you asked them what they think you could do better---just be sure to follow through on whatever feedback you receive.)

In the senior care business, a strong relationship will not only make your clients feel comfortable and at ease, but will also inspire confidence in their families and assure them that they made the correct decision to entrust this all-important care to you.