Customer Retention Strategies for Home Care Agencies – Wooing Your Existing Clients

Updated: Feb 8, 2020

According to globally-recognized Home care Coach and Consultant, Michele Ellis-Williams of Michele Lee Ellis Consulting, many start-up home care agencies lose more than 20% of its client base each year, simply by neglecting their existing clientele. In some cases, this leakage is extremely high – as high as 50%. Unfortunately, not many agency owners truly understand what this means.

Take, for instance, two home care agencies – agency A and agency B. Agency A manages to retain 90% of its clients, the other manages to retain only 50%. If both agencies were to acquire new clients at the rate of say 20% annually, agency A will witness a 10% net growth in clients every year. Agency B will have no growth