Differentiation—How to Know Where to Draw the Line!
Posted by Mike Ferris on Friday, August 21, 2009 and posted in Home Health Care Hospice SalesWant to know why your best referral sources choose your agency?
Ask Them! This is something that you should do often and using different methods. You should send them referral source satisfaction surveys, have the sales representative ask and senior management should call and visit.
Ask “What do we do better than any of the other agencies?” or “What are the two things you like best about our agency’s services?”
Once you know why they love you, then you can use this to develop your message.
Do any of the following sound familiar? Do you see some definite trends?
~ We have a multilingual staff.
~ We accept most referrals and do not “cherry pick” the easier and most profitable referrals.
~ We process the referral quickly and easily.
~ They like the quality of care given to our patients.
~ Our nurses are kind and caring.
~ Our staff is reliable, often going beyond their responsibilities to offer suggestions to the patient’s family or physician.
~ Availability—24/7
~ Reliable—can count on us to do what we say we will do.
~ We are committed to providing professional, ethical, and quality service.
~ We follow-up with our clients on a regular basis to assess service effectiveness and to make revisions that reflect changing needs and wishes
Let us know what your referral sources love about your agency.