The “10-Second Nutshell”: How to Reduce Program Babble
Posted by Mike Ferris on Friday, October 03, 2008 and posted in HospiceIt’s so easy for call center and admissions staff to fall into a “wehaveitis” mode when asked by callers or families what hospice care is.
Focus on their situation: When they ask about your program, don’t assume that that’s your cue to start your “spiel.” Instead, tell them you’ll be happy to give them information, but first ask what their situation is and why they called you today.
Tip: When you hear the term “spiel,” stop it right then! For all the “we hate anything that says sales” feedback from your team, the use of this term is as sleazy and offensive as it gets!
Use the nutshell statement: Here’s a simple statement that uses family-friendly, real world terms to describe what your program does:
Hospice is a patient and family support service that:
Tip: Script it out for your team so they don’t revert to their laundry list of services!