How to Handle Inquiries from Adult Children Without Sounding Like a Robot
If you work in senior care, you may have experienced this: every time an adult child calls about their parent, it feels like you’re repeating the same answers.
“How much does it cost? Is there 24/7 care? Do you have WiFi?” But you get the idea.
For adult children, their parents’ care is a huge priority, and the way you handle these calls can determine whether they trust you and your facility. Here are some tips to turn those inquiries into genuine connections.
1.Lead with Empathy, Not a Sales Pitch
Adult children are often nervous, stressed, and juggling multiple responsibilities.
Start the conversation with understanding, not prices or service details:
“I understand, helping a parent transition into care can be challenging.”
Leading with empathy allows them to relax and feel your professionalism and warmth.
2.Listen More Than You Talk
Yes, your facility may have comfortable rooms and excellent amenities.
But what adult children truly care about are their parents’ safety, health, and comfort:
Is their mother experiencing memory loss?
Is their father at risk of falling?
What daily challenges worry them the most?
Listen for these clues and address their specific concerns instead of reciting every facility feature.
3.Avoid Sounding Like a Brochure
Skip formal, scripted statements such as:
“We provide a variety of services to meet the needs of aging adults.”
Instead, speak naturally and warmly:
“We make sure your mother gets the care she needs while still feeling at home.”
Authentic language builds trust far more effectively than formal marketing lines.
4.Reassure Without Overpromising
Be confident but realistic:
Don’t promise to solve everything—it can lead to disappointment.
Highlight how you will work with them and their parent to find the best care solution.
Trust is built on transparency and honesty, not exaggerated claims.
5.Follow Up with Care
A simple follow-up call goes a long way:
Ask how they’re feeling, not just to sell
Check on how their parent is adjusting
Show that you value the relationship, not just occupancy
This genuine care leaves a lasting impression and strengthens trust.
Conclusion
Handling adult children’s inquiries isn’t just about answering questions—it’s about building trust and connection. By starting with empathy, actively listening, using natural language, making realistic promises, and following up thoughtfully, every call can become an opportunity to strengthen relationships rather than a robotic exchange.