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"How well we communicate is not determined by how well we say things but by
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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,
------------------------------------------------------------------------------ Innovative
Marketing Strategies: Roadmap for Private Duty Success "Let's do something new and different -- that will certainly
bring us more business!" ------------------------------------------------------------------------------
Sales Training Corner Square One Boot Camp NOVEMBER 16 - 18, 2009 Send us your liaisons and we will send you back highly trained home care and hospice sales professionals. CLICK HERE for details (including the agenda) and to lock in a seat! "I was apprehensive about an educational seminar that was
called 'Boot Camp' but I am ecstatic about what I have learned and feel I have
new 'tools' to utilize in my role as a marketing rep. Truly the best conference
and the most useful tools to use in my job." To view a brief video of what makes the Square One Boot
Camp experience so special, CLICK HERE! Next Step Advanced Sales Boot Camp NOVEMBER 2 - 4, 2009 Two and one-half day Boot Camp experience open to graduates of the Square One Boot Camp and top producers. The Experience: Each Bootcamper will submit a presentation in advance of the training along with other homework assignments. This program is for serious home care and hospice sales professionals who are ready to take their sales to the next level! As with Square One, there will be extensive video role play with the students broken into groups of home care or hospice sales professionals. CLICK HERE for details (including the agenda) and to lock in a seat!
NOVEMBER 10 - 11, 2009 AdmitRight™ Boot Camp is designed for those who are charged with the management of sales, referral center and admission team for hospice. If you are in one of those positions, you need to attend this Boot Camp! You will come away with a ton of ideas on how to improve your processes to increase referrals, improve referral center and admission team processes. All of which will add up to increased ALOS, census and fulfillment of mission in community. More people will receive needed hospice services. AdmitRight™ is specific to hospice and will provide you the tools and direction on how to train your teams to deliver the results! CLICK HERE for details (including the agenda) and reservation options.
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%! 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 This issue's sales tip is about the importance of account
profiling. Our goal with every account is to become integrated with the way that
they practice medicine. The best way to do that is to understand how they tick.
With the number of accounts you manage, and even greater number of relationships
in the accounts, you must have a system for keeping that information and having
it handy. This is ideally accomplished with a CRM solution that allows you to
keep the information electronically and that is able to be updated on a
real-time basis. Whether you have this capability today, or not, you have to
make your system keep track of account profiles. Here are some tips: ------------------------------------------------------------------------------
Sales Leadership When creating the CRM automation processes, the sales manager must determine what he or she needs to know about the customer and how the data will be used. The data contained in the CRM software will reflect those elements that are important to serving each customer in a personal, high service manner. The process begins with the development of a system to be used to track and utilize the customer information. Data without a plan for its use is only data. When assembled in a coordinated tactical plan, the information becomes a strategic advantage. The importance of compiling information for home care and hospice agencies increases with each passing year, due to increasing competition in the industry. Think of this customer relationship data as a form of enriched demographics for each of your customers. The simplest form of contact management solution is a pen and paper. However, its functionality is limited and the more complex the referral source, the more laborious it becomes. The information is then compiled in the form of an alphabetized three-ring binder or file box of note cards. This is an excellent place to start, but soon the next logical step will be to automate the data. Limited automation is achieved by converting the paper records to an Excel spreadsheet that allows for reviewing and sorting of data, printing mailing labels, etc. The more costly CRM and PRM (partnership relationship management) systems start in the $100,000 to $150,000 price range for entry-level products. This is prohibitively expensive for most home care and hospice agencies. Cutting-edge agencies are now purchasing affordable CRM packages as their primary mechanism for information storage and retrieval. The cost is relatively inexpensive -- somewhere around $600 to $800 per user in a one-time purchase. The upfront costs will then provide the agency with a customized, home care- or hospice-specific CRM system. The basics of the CRM solution remain the same no matter the budget: knowing the customer and using that information to maximum effect. ------------------------------------------------------------------------------
Ask Polly
Value added selling emanates from a customer oriented philosophy of serving the customer that: ~ Seeks ways to add value, not costs with every effort or initiative ~ Pursues excellence in everything you do ~ Defines value in the customer's eyes ~ Is a total customer experience with my hospice that encourages referral partners to refer over and over again ~ Is supported by leadership and in every area of the hospice ~ Represents the core focus for the referral center staff, program representatives and admission nurses Establish the processes that will support the value added approach throughout the sales, referral, and admission management stages. This will be true whether the patient is located in a facility or a home. Value added sales teams move the prospective referral partner through the sales process without rushing the sale. They establish the needs of the prospective referral partner and work to demonstrate added value on a parallel track to the referral partner. Once the prospect becomes a referral partner, the sales team shifts into a defensive selling mode, the sale AFTER a sale that is designed to cultivate, manage and protect the relationship. Defensive sales tactics are designed to retain and grow referrals from existing accounts. Reinforcement of the added value for the individual referral partner is at the heart of the long-term success of your program. ------------------------------------------------------------------------------
Questions & Answers Question: What do I do if a referral source goes cold and just stops referring? Answer: What we know is that something changed and you must find out
what that is as soon as possible. The quicker you recognize that they have
stopped referring the better. This is one of the most important reasons for
having account lists with historical referral patterns. Once you believe that
they have stopped or slowed down with the referrals, you Question: I am a new liaison. How long should it take for me to start producing results? Answer: As a rule of thumb, you should start seeing referrals as a result of your activities after four to six weeks in the field (not orientation). You should be producing good results within 90 days. If you are not seeing the results, seek help from your supervisor. The quicker you do, the more likely it is that you will get help and support (and the time to show results). Remember that if you have to make big changes in your approach, you are essentially restarting the time clock. ------------------------------------------------------------------------------
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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Simione Consultants, LLC and may not be reproduced in any form without the express written consent of the publisher.
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