Inject preparation and practice into every single day. For example, when you’re planning follow-up calls for the day, you should prepare several questions in writing. By practicing what you’re going to say before you pick up the phone, you will have a much higher probability of success.

You can also prepare and practice:

Find out what your best referral sources’ hobbies and interests are.  Then find a magazine that speaks directly to these interests.  Send them a gift subscription from you and your agency with a note letting them know that “I wanted to give you something that you would enjoy in your personal time over the entire year.” Most subscriptions are not that expensive and can be a really effective way to get the attention of a referral source.  You can bet that your competition is not doing this in a systematic manner creating long-term, year around good will.

Excerpted from 101 Home Care Promotional Strategies that Deliver Legendary Results Without Busting Your Budget! by Michael Ferris

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When you go on a visit to register someone, and they choose (or not) your services, make a simple note on the referral form or visit report that they selected your service (or didn’t). There is no need to go into great detail that she’s waiting for her divorced ex-son-in-law to arrive from Bangor next week so that he can celebrate his birthday in his hometown and then take her to the doctor for a visit! Suffice it to say that she’s waiting to talk to the doctor. Remember to document, but keep it short and to the point!

Excerpted from LEGENDARY RESULTS: Managing Referrals & Increasing Admission Vol. 2: The Admissions Process by Michael Ferris and Polly Rehnwall

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Stop fading into fax cyberspace! If you want that order signed when you fax it to the doctor’s office, then make it stand out from the rest of the “fax pack.” Use a large header formatted in reverse type (white on black) and indicate the action needed right at the top. The request is put in bold type and not lost somewhere in the middle of the form. It’s okay to have your logo at the top, but be sure to highlight the action needed!

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What’s Your Guarantee?

As you start the New Year, it is a great time to revisit your mission statement.  What does your agency stand for?  Do you provide a guarantee for your services?  When we look at an agency and its ethics, we find that how it conducts its business reflects its core beliefs and principles.  There is no better time of the year to define your guarantee.

Does your agency show its stripes?

For marketing purposes you should analyze what services you are willing to guarantee to your patients, clients, referral sources, etc.  If you promise to see a new patient within 24 hours, have DME waiting for the patient to arrive home, maintain your intake line open until 6:30 p.m., or any other service guarantee, then you should market this promise to all of your referral sources and clients or patients.  It should be meaningful and important and ideally unique.  Make sure everyone in your market knows why you are the logical first choice for home care services.

The sales team must be trained to solve problems.  This way, when an issue does arise, it will be resolved quickly and efficiently.  In other words if your agency has a clear methodology for conflict resolution, then the solution will be consistent with your strategy.

Excerpted from 101 Promotional Strategies That Deliver Legendary Results without Busting Your Budget by Michael Ferris.

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