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"When
you are making a success of something, it's not work. It's a way of life. |
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In This Issue:
Our Top Picks
LEGENDARY RESULTS: Managing Referrals & Increasing Admissions (Vol. 1 - Referral Management)
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, Summer is here! Some things speed up, while others slow down.
You, however, must keep running in fully efficient mode. This means that you
have to adapt to your accounts and use your time to the best advantage. We have
talked about preparation being king; this is another great example. If your
account contact (person calling in the referrals) is going to be on vacation,
make sure you have brainstormed with them to make sure that you can help while
they are gone. You are the solution; don't lose that opportunity to make your
customer better at their job and making it easy for them. Feature Article: Until next issue, Good Luck and Happy Selling! Best, Mike Ferris Honoring Fathers Mother's Day has long been a holiday to show appreciation and
love towards those that brought us into this world. Having been practiced since
ancient Greece, it is now celebrated in over 100 countries on various days of
the year. In fact, so much focus and attention has been paid to Mother's Day,
that it holds a large number of records over another important date: Father's
Day. 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%! "I so appreciated learning how to be a better salesperson
from the best in the business! I learned how to be more organized, what to say,
how to partner with the gatekeepers, and how to overcome their objections. With
all of this I now have more confidence in myself and in what I am doing as a
professional salesperson." 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 One of the things that our doctor talks about during lunch on the last day of Boot Camp is doing your homework -- that there is so much information out there about your top targets, knowing it will make your job much easier. If nothing else, go to their web page and see what they say about themselves, their practice, their philosophies and patients. You should also Google them to see what is out there about them. One great example: a student went home and Googled a doctor that they had been trying to convert to a major referral partner and discovered that recently they had stopped as a good Samaritan to lend assistance to an accident victim. The doctor was credited with saving a life. When she went in to see the physician and thanked him for what he did, the entire conversation shifted and he started referring to her! If you are having difficulty with cracking an account, ask in your organization
to find out who knows someone at Dr. Bob's. If you have a nurse or therapist
that used to work with them at the hospital, this helps you on several levels.
You can get them to help introduce you, you can make sure the account knows that
they work for your organization and you can find out their likes and dislikes.
Whenever possible, consultants should be used to provide expert insight from outside of the agency. Nationally recognized consultants bring current best practices and cutting-edge ideas from across the country. They can be contracted to conduct strategic coaching for sales management and senior management. These professionals can also train the sales people both formally in custom training sessions and informally in one-on-one ride along evaluations. Phone consultations can be arranged to provide all types of help on a regular basis. Conferences and workshops are another great way to keep everyone's knowledge and skills current. Some agencies will use the attendance at conferences as an incentive for achieving successful results. Many sales managers believe that struggling sales people should be the ones sent to a formal training conference. But in reality, the agency's best sales people will give a greater return on investment from their attendance than the lower producers. Sending struggling sales people is a disservice to them because they need more one-on-one training with you, the sales manager, and will not benefit as much from conferences. New sales people should be sent to conferences when available and if the content is appropriate for their skill level. They will also have the opportunity to attend with their more successful counterparts and benefit from being part of a large, dynamic group of professionals. Your agency should maintain a learning library with books, tapes and CDs that your sales people can use to sharpen their saw. These should be specific to the industry as well as from outside the industry. Since home care and hospice sales people spend a lot of time in their car, they can turn it into a learning library on wheels.
Ask Polly The initiative I'm referring to is personal initiative. Initiative applies to all aspects of your position. Sometimes you have to take the proverbial "bull by the horns" and make things happen. It is easy to reside in the realm of, "it's not my job or my responsibility." Great customer service organizations give their people the latitude to do what it takes to resolve issues and take care of the customer's needs. The difference makers are those who will take the initiative and do what it takes. Doing things the way you've always done things will not differentiate your hospice from your competition. ~ Take the initiative to learn more about customer service and good phone skills. Literally -- hit the books -- take initiative to be continually improving. ~ Take the initiative to pick up the telephone and make more follow-up calls. ~ Take the initiative to allocate more time to follow up with new referral partners to help them understand how you can help. ~ Take the initiative to ask if the referral partner has other patients or families we should be talking with about hospice services. ~ Take the initiative to discuss other service lines, such as palliative care or grief support. ~ Take the initiative to ask probing questions to determine additional needs from a specific referral source. ~ Take the initiative to talk about other types of patients and diagnoses that can benefit from hospice services. ~ Take the initiative to do everything imaginable to help your customers solve their problems. ~ Take the initiative on every call to exceed your customer's expectations. Questions & Answers Question: How do you get a specialist to take us seriously? They keep telling me that they don't refer to home care; they let the primary care physician handle the home care orders. Answer: You must focus on asking them about their frustrations with home care. Ask, if there was one thing you could change about home care, what would that be? You have to get them beyond the "blow off" answer and find out what they need, want, and where their pain is. Find a way to get them thinking about new uses for home care. Find ways that it will make their life easier. Question: What is the number one qualifying question that you would use in
a cold call of a prospect? Question: How do you approach a facility that says they have their own end of life program and don't need hospice?
Answer:
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. |
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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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