# Missed-Inquiry Recovery Script

Use this when a family inquiry, voicemail, website form, referral, or after-hours message has waited 24–48 hours before receiving a real response.

## Purpose

The goal is not to over-explain the delay. The goal is to acknowledge it, restart the conversation, capture context, and offer a clear next step.

## Opening script

Hello [Name], this is [Your Name] from [Agency]. I am calling about your care inquiry. I am sorry we did not connect sooner. I would still like to understand what is happening and see whether we can help or point you in the right direction.

## If they are still interested

Ask:

1. Who are you calling for?
2. Where is the client located?
3. What kind of help is needed right now?
4. Is this urgent, or are you planning ahead?
5. Are you comparing agencies or trying to understand options?
6. What is the best next step: callback, assessment, pricing discussion, or service-area confirmation?

## If they already chose another agency

Script:

Thank you for letting me know. I understand timing matters. If anything changes, we would be glad to be a backup option. May I ask one quick question so we can improve: was the delay the main reason you moved forward elsewhere, or was it service fit, pricing, availability, or something else?

Record:

- Lost reason:
- Competitor/alternative if volunteered:
- Whether to keep warm:
- Follow-up date:

## If they are frustrated

Script:

You are right to expect a timely response. Families usually contact us when something important is happening, and we should have followed up sooner. I can either help now or make sure the right person calls you back at a specific time today.

## Recovery next-step options

Offer one of these:

- A same-day callback from the care coordinator.
- A short intake call to confirm care need and location.
- A scheduled assessment conversation.
- A service-area and availability check.
- A referral to another support path if the agency cannot help.

## Internal record

- Inquiry source:
- Date/time received:
- Date/time recovered:
- Delay reason:
- Outcome:
- Next owner:
- Next step due date: