Imagine yourself walking into a bank. Your heels tap across the tile floor, echoing with each step. You approach the teller, shielded from you by thick plexiglass. You explain the transaction and slip your paperwork across the countertop, along with the appropriate ID. The interaction is completed in a transactional manner, and you’re on your way.
Now contrast that to seeking assistance with caring for your mom at home. You wouldn’t want your experience to be as businesslike as depositing a check. Home care, as a highly personal service, requires a personal connection. Building a trusting relationship is key, and best achieved by incorporating warmth into every interaction – from the moment a call comes into the office, through the entire duration of the client/agency relationship.