The Chat Procedure
Scope
This procedure covers the reasoning and execution of one of our core differentiators – The Chat.
Responsibilities
All Custodia team members are responsible for having a little chat with our customers, both on the phone and in person. The chat is our way of combining ‘companionship’ with ‘maintenance’.
Custodia is actively trying to help our customers reduce stress by being someone they can rely on, and someone they like to have around.
🙂 The Chat is a mandatory procedure that must be followed at every service visit where the customer is available.
Procedure
- Approach the customer home standing tall with your Custodia Hat on
- Knock on the customer door and smile
- Confirm the work you are doing during the service visit
- Ask them what they are thinking about today or another leading question that gets them talking
- Intently listen to them, active listening and genuine
- Respond where necessary or ask another leading question
- We want them to talk to you, we want them to like you
✅ According to research; the easiest way to get people to like you is to be genuinely interested in them
References
Tips for Talking with Seniors
Discussion Starters
Senior Conversation Starters: Discussion Topics for Elderly Adults