How to improve your enquiry handling

Last updated: November 10, 2025

Overview

At Lottie, we're dedicated to helping you maximise the value of your partnership with us. Based on our data analysis, we've identified that calls lasting 7-12 minutes are significantly more likely to lead to admissions. This article provides our expert recommendations for making the most of those crucial initial conversations with care-seekers, ensuring you gather all the essential information while building rapport and trust.

By following our structured approach to enquiry handling, you'll be better positioned to convert enquiries into admissions and provide care-seekers with the confidence and information they need to make their decision.

Download Lottie's checklist for all our recommendations:

Ask for the care-seeker's details

Start by collecting basic contact and situational information:

  • Name

  • Email address and phone number

  • Prospective resident's name and age

  • Prospective resident's current location (e.g., hospital, home)

  • Preferred residency type (e.g., permanent, respite)

This foundational information allows you to tailor your approach and maintain contact throughout the decision-making process.

Ask for more information about the prospective resident

Understanding the prospective resident's needs is crucial for determining fit and building confidence:

  • Care type required? (e.g., nursing, residential, dementia)

  • Do they require specialist care? (e.g., diabetes, mental health, EMI dementia)

  • Do they require mobility aids?

  • Inquire about continence and medication needs

  • Do they have any hobbies? (e.g., gardening, sewing, cooking)

  • Do they have any dietary requirements? (e.g., gluten free, halal)

These questions demonstrate your home's person-centered approach and help you identify whether you can meet their specific needs.

Ask more information about the prospective resident's funding

Financial clarity early in the conversation prevents misunderstandings later:

  • What is their funding type? (e.g., private, local authority, NHS)

  • If local authority funding, do they have a top-up?

  • Is there local authority or NHS involvement/applications in progress?

  • What is their weekly budget?

Understanding the funding situation ensures you can provide accurate pricing information and set realistic expectations.

Include a call to action!

Always end your call with clear next steps:

  • What date would they like their care to start?

  • Recommend the care-seeker comes to view the home

  • Ask how the care-seeker prefers to be contacted (e.g., phone, email) and offer to schedule a call-back

  • If they don't want a call back, offer to send a brochure to their home

A clear call to action keeps the momentum going and demonstrates your commitment to helping them through the process.

Please feel free to share these resources with your teams!

Frequently asked questions

Q: Why does Lottie recommend calls lasting 7-12 minutes? A: Our data analysis shows that calls within this duration are significantly more likely to result in admissions. This timeframe allows you to gather essential information, build rapport, and provide care-seekers with the confidence they need to move forward.

Q: What if a care-seeker doesn't want to answer all these questions? A: It's important to be flexible and sensitive to the care-seeker's comfort level. Focus on the most critical information first (contact details, care type, and funding), and let the conversation flow naturally. You can always gather additional details during follow-up conversations or viewings.

Q: Should I ask these questions in this exact order? A: Not necessarily. Use this structure as a guide, but allow the conversation to develop naturally. The key is to cover all these areas by the end of the call while maintaining a warm, supportive tone.

Q: What if I can't meet the prospective resident's needs based on the information gathered? A: Be honest and transparent as early as possible. If your home cannot accommodate their specific requirements, it's better to let them know respectfully during the initial call rather than waste their time. You might also offer to help point them toward alternative resources if appropriate.

Q: How can I ensure my team is following these recommendations? A: Download and share our Enquiry Handlers Checklist with your team. Consider using it as a training tool during team meetings and encourage staff to keep it nearby during calls as a reference guide.

Q: What should I do if a care-seeker wants to end the call quickly? A: Respect their time constraints, but try to gather at least the essential contact information and care requirements. Always offer to schedule a follow-up call at a more convenient time, or ask if you can send information via email.

Q: Where can I find the video with tips from Lottie's Care Experts? A: The video is available alongside the downloadable checklist in your resources section. If you're having trouble locating it, please contact your Lottie support team.

Q: Can I customise the checklist for my specific home? A: Absolutely! The checklist is designed as a foundation. Feel free to adapt it to include any home-specific information or additional questions relevant to your particular services and local area.

Q: How do I track whether longer calls are actually leading to more admissions at my home? A: Monitor your call durations and conversion rates over time. You can also discuss this with your Lottie account manager, who may be able to provide insights specific to your home's performance data.