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"Wisdom
is knowing what path to take. Integrity is taking it." ~ Unknown |
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In This Issue:
Our Top Picks NOW AVAILABLE FOR SHIPMENT!
LEGENDARY RESULTS: Managing Referrals & Increasing Admissions (Vol. 1 - Referral Management)
NOW AVAILABLE FOR SHIPMENT!
LEGENDARY RESULTS: Managing Referrals & Increasing Admissions (Vol. 2 - The Admissions Process)
Field Guide to Selling Hospice Services
Field Guide to Selling Home Care Services
Sit in on a class for FREE!
52 Week eSales Training Course
17 Proven Methods to Grow Referrals for Legendary Results in Home Care & Hospice (eBook)
Want More? Click Here
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Dear Friend, March is here and the signs of spring are showing up all around
us! As I have said repeatedly, take advantage of the change in attitude of your
referral partners! The days get longer, temperatures warmer and trees and
flowers show their brilliance! Also, know that this is the longest stretch of
sales days until Memorial Day to catch people when they are serious about work.
This is the last month of the first quarter -- you guessed it -- time to check
and see how you are doing versus your goals for the quarter and also make sure
that plans are in place to blow the second quarter numbers out! Mike Ferris How Green are
You? I was delivering a speech to an audience at a regional
conference on Earth Day and thought it would be interesting to ask them the
question, "How 'green' is your agency?" In other words, what are they doing to
be ecologically sensitive? There were a few people who responded, but clearly it
has not been a focus for many organizations. My hat is off to those agencies
that have already focused their attention on being ecological -- as an industry
we can and should do more. Join us in May for Square One Boot Camp! TWO DATES, TWO LOCATIONS! May 4 - 6, 2009 You have two registration options: For details, and to lock in a seat with a $500 deposit (balance due on April 4, 2009), click here. For details, and to lock in a seat with your full payment, click here. OR May 18 - 20, 2009 You have two registration options: For details, and to lock in a seat with a $500 deposit (balance due on April 18, 2009), click here. For details, and to lock in a seat with your full payment, click here. RESERVE YOUR SEAT NOW as we expect both locations to fill up quickly! To view a brief video of what makes the Square One Bootcamp experience so special, click here! Dates Announced for Next AdmitRight Boot Camp! June 9 - 10, 2009 Michael Ferris and Polly Rehnwall of Simione Consultants are the nation’s leading experts on hospice sales, referral center management, and admission team best practices. Now you and your agency have the chance to attend two jam-packed days of skills learning and building, as well as never revealed before tips on how to supercharge your hospice referrals and admissions! Who Should Attend: Only the most progressive Hospice team members that are interested in increasing referrals, admissions, census, efficiency, profitability and beating the competition! (CEOs, COOs, Marketing, Sales, Referral Center, Clinical and Outreach) This is the first program of its kind, specifically created to empower you to blow your revenue goals out of the water for 2009 and beyond! Registration Options: Both Days, One Person, Tuition Only - Click Here Both Days, 2+ People, Same Organization - Click Here Both Days, One Person, Tuition + DVD - Click Here Complete AdmitRight DVD Set (Both Days) - Click Here ATTENDANCE IS LIMITED -- THIS PROGRAM WILL SELL OUT! 52 Week eSales Training Course Our groundbreaking and highly-acclaimed 52 Week eSales Training Course is available for one to one hundred students. It provides a weekly lesson (takes about 30 minutes to complete) that will keep your sales team members' skills sharp. Students have said that the course supported them in becoming better at their profession, increased their referrals and forced them to review the basics. On average, our 52 Week eLearning participants have increased their referrals by over 31%! "With the help of the 52 Week eSales Training Course, I have been able to increase our accounts by approximately 20% and have increased referrals and admits by an even greater percent. Thank you, and my company also thanks you!" Special offer for Sales Leadership Letter subscribers: Enroll up to 10 students for one low price of $599 (does not include audio CDs)! Click here to take advantage of this offer. Sales Tip In most markets, I hear a consistent story of increased
competition. It may be in number or sophistication, but most markets are dealing
with it. Sales people want to use it as an excuse for why they are struggling to
meet their numbers. The super stars are using it to grow their business and
build stronger relationships. It's your choice. You can have new and increased competition be the bane of your
existence OR you can choose to make it empowering! Top Training Tip:
"Tell me what's going on with. . . " The customer service professionals in your customer service center need to be trained in the fine art of needs assessment. They must be able to engage the caller in a conversation about what is going on with their loved one. This is the key to maximizing your conversion of these inquiry calls into admissions. The caller must 'get' that we care and are there for them. They must feel that, at the moment, they are the only thing the customer service professional is focused upon. NO multi-tasking while in this mode! No matter the questions or statements that come out of their mouth, the customer service professional must be in full assessment mode. Rarely does a person call a hospice just because they are bored. They usually will not know how to say what they want to say, the right questions to ask, or the terminology to use, but they have a need. The customer service professional must get them talking and LISTEN carefully to what they say. There must be no assumptions or judgment made, and under no circumstances should the patient being discussed be evaluated and rejected over the phone. The customer service professional must be good at asking opening questions, probing questions, and confirming questions. Here is a sample sequence: - Tell me what is going on with you mother. - What else is going on? - How are you doing with all of this? - What about the rest of the family? - Why do you say that? - Who is the power of attorney? - How soon can we have our hospice professional meet with . . . ? - What other questions do you have for me? The key of this sample sequence of questions is not the questions themselves, but rather the idea that you gently probe and get them to tell you all that you need to know to best help them. The diagnosis and prognosis will come out in the conversation along with the doctor and location of patient. So have your customer service professionals focus on the caller, and what is happening with them rather than a perfunctory list of closed ended, rapid fire who, what, when type questions. Teach your customer service professions to handle each caller as
they would want their mother to be handled if she called your hospice! Questions & Answers Question: I have a marketer who is struggling to make their referral budget each month. They are fairly new, how long should I give them before making a change? Answer: This is a variation on a question I get all of the time, so
since I haven't answered it in awhile, I thought I would do so here.
About Us Supercharge Your Referrals, Revenues and Profits! Headed by two industry powerhouses -- Michael Ferris and Polly Rehnwall -- Our Marketing, Sales and Customer Service Consulting Division is designed to give you the easiest experience possible by providing the most comprehensive solutions to supercharge your referrals, revenues and profits! If it only took one phone call to deal with all your marketing and sales needs, would you make it? In an environment of growing competition and shrinking margins, you have to increase volume and improve market share in order to be successful. That means having a skilled sales team, quality marketing strategies and a customer service model that improves your conversion of referrals to admissions. With every type of solution we provide, you won't just beat the competition -- you'll establish your competitive advantage for years to come! Our Proven Process: - Evaluate and assess talent, model and process Delivering optimal results begins with an evaluation of your sales, marketing and customer service program in order to design solutions custom tailored to your agency and your area. Our experts know home health and hospice, bringing years of marketing and sales experience and best practices to you. Customized Solutions: Have one or a few specific needs? We can guide you through creation and implementation quicker and with more success than anyone else. Below is just a small sample of our capabilities: - On-site Sales, Marketing, or Customer Service Consulting and Training With just one phone call, you can tap into all the resources and knowledge of the home care industry's touchstone consulting powerhouse -- Simione Consultants. We have an ability no other company can offer -- the only one-stop shop to handle all your marketing and sales needs. Simione Consultants, LLC was the first organization of its kind dedicated entirely to home care -- a commitment we continue to maintain today. For more than 40 years, we have demonstrated we understand and are responsive to the changing and diverse business needs of home care and hospice organizations. Value Driven, Success Outcomes More than 800 home care organizations have trusted the team of experts at
Simione Consultants, LLC to get them through the challenges of yesterday and
today, and to gain the leading edge for tomorrow. We provide expert assistance
to hospital-based and hospital-affiliated agencies, visiting nurse associations,
hospices, small proprietary agencies, and large national chains. The size,
capabilities and commitment of our uniquely qualified consulting staff offer
unparalleled industry insights and innovative yet practical solutions. Our track
record of engagements with successful client outcomes is unmatched. Happy Selling and Best Always! |
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This newsletter and all content and information contained herein are the property of Simione Consultants, LLC and may not be reproduced in any form without the express written consent of the publisher. 176 East Main Street, Unit 8 | Westborough, MA 01581 | (800) 653-4043 | (508) 366-7409 | Join our mailing list to receive new products, helpful hints, speaking dates, and more! |
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