Let me ask you something most agency owners don’t track closely enough: What actually happens in the first 5 minutes after a client or caregiver reaches out to your agency? Because from where I sit, that window is one of the most critical—and most underestimated—drivers of your long-term retention. The 5-Minute Window That Changes Everything When a call comes in, it’s rarely casual. It’s usually tied to: A concern A schedule issue A care gap A moment of uncertainty And in th