by Adam James
Do you want to fill your care home beds faster using PR and marketing techniques? Do you want more enquiries from private pay families? Subscribe to the Care Home PR And Marketing Masterclass Podcast that will help provide you with advice on how to ensure you have full occupancy and maximise annual revenue for your homes.
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November 25, 2025
<p class="p1">In this episode of the Care Home PR And Marketing Podcast, host Adam James of Springup PR talks with Simon Blunden, a business development consultant specialising in the care and healthcare sectors, including specialist care services, care home providers, general hospitals, and mental health services.<br /> <br /> His consultancy draws upon a long career helping major providers achieve sustainable and strategic growth. Simon's journey began in the NHS, where he trained as a manager and developed an early understanding of how clinical quality underpins operational success.<br /> <br /> Simon transitioned into marketing and sales within private healthcare, leading to senior roles with leading organisations including Priory, Huntercombe, Castlebeck, and Chartwell Private Hospital., designing strategies to open new services, add bed capacity, and improve revenue and margins while maintaining high standards of care.<br /> <br /> This experience shaped his focus on targeted growth within complex, specialist services.<br /> <br /> In this episode he Simon shares his expertise on getting more clients for your specialist care providers including:<br /> <br /> • Why every growth plan should start with quality of care — clinical excellence is the engine of commercial success because, "if it makes good clinical sense, then it makes good business sense." <br /> <br /> • Why business development works best when you integrate within operations, "embed yourself alongside those operational teams and you'll learn what makes those services tick."<br /> <br /> • The evolution of marketing, from mailshots and meetings to digital platforms, Simon explores how the tools have changed — but the principles haven't.<br /> <br /> • The power of a CRM system and using integrated platforms like HubSpot to manage databases, track campaigns, and measure impact.<br /> <br /> • Strategic lead generation, targeting a small number of key decision-makers in local authorities and Integrated Care Boards (ICBs) and the importance of, "doing your homework before you try to approach them."<br /> <br /> • Understanding public sector stakeholders and using published board papers and meeting notes to inform your approach.<br /> <br /> • Avoiding 'analysis paralysis' by using data to act, not overthink.<br /> <br /> • How specialist care relies on a relatively small number of key commissioners and placement leads.<br /> <br /> • Implementing database discipline to keep your contact lists updated — "it's still the most valuable sales tool you have." <br /> <br /> • The double-phone call technique, "phone once, they won't pick up — phone again straight away and they usually do."<br /> <br /> • Using the 'Nine Before Nine' and 'Five After Five' rule to, "catch key people before and after the day starts."<br /> <br /> • Why face-to-face still matters through in-person meetings and impromptu drop-ins, "armed with a box of biscuits."<br /> <br /> • Using strategic open days to stand out by hosting CPD sessions and events outside of busy industry weeks to attract decision-makers.</p>
April 14, 2025
<p class="Default" style="margin-top: 0cm; line-height: normal;"> <span lang="EN-US" style= "font-size: 11.0pt; mso-style-textoutline-type: none; mso-style-textoutline-outlinestyle-dpiwidth: 0pt; mso-style-textoutline-outlinestyle-linecap: round; mso-style-textoutline-outlinestyle-join: bevel; mso-style-textoutline-outlinestyle-pctmiterlimit: 0%; mso-style-textoutline-outlinestyle-dash: solid; mso-style-textoutline-outlinestyle-align: center; mso-style-textoutline-outlinestyle-compound: simple;" xml:lang="EN-US"><span style= "mso-style-textoutline-type: none; mso-style-textoutline-outlinestyle-dpiwidth: 0pt; mso-style-textoutline-outlinestyle-linecap: round; mso-style-textoutline-outlinestyle-join: bevel; mso-style-textoutline-outlinestyle-pctmiterlimit: 0%; mso-style-textoutline-outlinestyle-dash: solid; mso-style-textoutline-outlinestyle-align: center; mso-style-textoutline-outlinestyle-compound: simple;"> In this episode of Care Home PR and Marketing Podcast, Adam James and Samara Ullmann of Springup PR reveal how to get regional news TV coverage for care homes – to amplify awareness, boost staff morale and positively impact residents and their families.</span></span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">They focus on how care homes can craft compelling stories and how securing media coverage for care homes can drive community engagement and contribute to enhancing their reputation in the local area.</span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">Adam and Samara provide insights into the strategy behind media pitches, explaining how a strong human interest angle is key to capturing a journalist's attention.</span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">In the episode Samara and Adam discuss:<br style="mso-special-character: line-break;" /> <!-- [if !supportLineBreakNewLine]--><br style= "mso-special-character: line-break;" /> <!--[endif]--></span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The power of m</span><span lang="EN-GB" xml:lang= "EN-GB">edia</span> <span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">exposure and how “TV coverage brings incredible benefits—not just for awareness, but for boosting staff morale and making families and residents feel proud”.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Why care homes should target individuals aged 45+, who are more likely to consume traditional media such as the 6 pm news.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The “ripple effect “</span><span lang="DA" style= "mso-ansi-language: DA;" xml:lang="DA">of TV</span> <span lang= "EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">coverage and how this can lead to immediate calls to care homes, asking about the specifics of the story, like how they improved residents' lives.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Why it's crucial to "hijack the news agenda," using current events to create relevant stories about care homes helping to address these issues.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The importance of v</span><span lang="PT" style= "mso-ansi-language: PT;" xml:lang="PT">isual</span> <span lang= "EN-US" style="mso-ansi-language: EN-US;" xml:lang= "EN-US">storytelling for TV with stories needing a visual element to capture attention, “whether it</span><span dir="rtl" lang= "AR-SA" style= "font-family: 'Arial Unicode MS',sans-serif; mso-ascii-font-family: 'Helvetica Neue'; mso-hansi-font-family: 'Helvetica Neue';" xml:lang="AR-SA">’</span><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">s music therapy, dog therapy, or even a piano performance by a blind resident”.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Why care homes should focus on human stories that highlight the benefits to the individual, their family, and the wider community.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Why local journalists are eager to share positive, uplifting stories from care homes that benefit both residents and the community.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Why the local press love stories where care homes engage with their community, “like a care home donating food from its allotment to a local food bank”.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The importance of media training and why it’s important to “ensure that the spokesperson feels comfortable and confident.”</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The pitching process, “m</span><span lang="EN-GB" xml:lang="EN-GB">ak</span><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">ing sure to send a clear, concise email with a full package for the journalist: the story, interview opportunities, and what they can film.”</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Why you shouldn’t pitch stories when there's a regional crisis happening, “wait until journalists are less busy with breaking news,” for the best chance of success.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The importance of building relationships with journalists by picking up the phone and speaking directly to the news desk to ensure your pitch is received well.</span></p> <p class="Body" style= "margin-left: 33.9pt; text-indent: -22.9pt; mso-list: l1 level1 lfo2;"> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">How c</span><span lang="IT" style= "mso-ansi-language: IT;" xml:lang="IT">are</span> <span lang= "EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">homes c</span><span lang="EN-GB" xml:lang="EN-GB">an</span> <span lang= "EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">shine in the m</span><span lang="EN-GB" xml:lang="EN-GB">edia</span> <span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang= "EN-US">though “a bit of preparation and the right story,” to present themselves positively in the media, benefiting both their reputation and their community.</span></p>
August 16, 2024
<p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">This episode of the Care CEO Success Stories podcast features Jac Owen, founder and managing director of <a href= "https://www.connectstudio.co.uk/about" target="_blank" rel= "noopener">Connect</a>, which handles enquiries on behalf of care homes.</span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">Jac discusses with host Adam James of Springup PR how Connect helps care homes increase their occupancy by managing enquiries effectively - emphasising the importance of handling inquiries with empathy and understanding, recognising the emotional journey of callers, and ensuring enquiries are followed up appropriately.</span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">Jac highlights the need for care providers to be accessible and responsive across various contact methods, including phone calls, emails, and live chats.</span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">She also shares her insights into training staff to handle inquiries with a personal touch, avoiding a tick-box approach, and ensuring clear communication about next steps for callers.</span></p> <p class="Body"><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">The discussion also touches on the importance of following up, the benefits of having transparent pricing, and the various ways to measure and improve conversion rates from enquiries including:</span></p> <p class="Body"><!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">The importance of "understanding the emotional journey,” of callers looking for care for their loved ones</span></p> <p class="Body"><!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style= "mso-list: Ignore;"> •</span></span> <span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;"><span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">How care providers should be accessible via phone calls, emails, live chats, and even WhatsApp.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Training should focus on listening skills, empathy, and avoiding a tick-box approach.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Follow up calls are a courtesy and show care and interest and “should be done in a way that is helpful and not intrusive”.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Having “transparent pricing,” on the website is important but should be “balanced with the opportunity to discuss the value of the services”.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•</span></span> <span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang= "EN-US">Measuring success by tracking enquiries and ensuring effective follow-up.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• </span></span><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Care providers should “continually review and improve,” their enquiry management processes with training and support for staff.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">•<span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Calls should start with “empathetic listening,” to understand the caller</span><span dir="rtl" lang="AR-SA" style= "font-family: 'Arial Unicode MS',sans-serif; mso-ascii-font-family: 'Helvetica Neue';" xml:lang="AR-SA">’</span><span lang="EN-US" style= "mso-ansi-language: EN-US;" xml:lang="EN-US">s needs and concerns.</span></p> <p class="Body"><strong><span lang="EN-GB" xml:lang= "EN-GB"> </span></strong><!-- [if !supportLists]--><span lang= "EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Always provide clear next steps to the caller, ensuring they know what to expect.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• </span></span><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Handling enquiries with a “personal touch rather than a scripted response,” makes a significant difference.</span></p> <p class="Body"><strong><span lang="EN-GB" xml:lang= "EN-GB"> </span></strong><!-- [if !supportLists]--><span lang= "EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• </span></span><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Ensuring enquiries from multiple channels are managed efficiently and effectively.</span></p> <p class="Body"><strong><span lang="EN-GB" xml:lang= "EN-GB"> </span></strong><!-- [if !supportLists]--><span lang= "EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Consistent engagement and follow-ups “build trust and demonstrate commitment”.</span></p> <p class="Body"><strong><span lang="EN-GB" xml:lang= "EN-GB"> </span></strong><!-- [if !supportLists]--><span lang= "EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">How it's essential to discuss the “value of the services,” during initial enquiries, not just the price.</span></p> <p class="Body"><span lang="EN-GB" xml:lang="EN-GB"> </span> <!-- [if !supportLists]--><span lang="EN-GB" style= "font-family: 'Times Roman',serif; mso-fareast-font-family: 'Times Roman'; mso-bidi-font-family: 'Times Roman'; mso-bidi-font-weight: bold;" xml:lang="EN-GB"><span style="mso-list: Ignore;">• <span style= "font: 7.0pt 'Times New Roman';"> </span></span></span> <!--[endif]--><span lang="EN-US" style="mso-ansi-language: EN-US;" xml:lang="EN-US">Being adaptable to the needs of callers and “providing tailored responses," enhances the overall experience.</span></p>
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