Dear Friend,

Happy Election Day!

Please take the time to vote today in your local and state elections. Not only is it our duty and responsibility as Americans, but as an industry we need to be involved at every level of politics. In the years ahead we cannot have too many friends in public office.

What can we learn from successful political campaigns?

Presentation. How people see you is a big determinant of how they feel about you and your company. Dress professionally and appropriately at all times.

Clear messaging. Succinct and clear should be your goal -- easy to understand and see the value added. (I saw this sign in Chapel Hill the other day and had to get a picture of it and thought you might enjoy seeing it.)
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Facility Referrals: Service is Number One Determining Factor
by Polly Rehnwall

In most facilities you will find that the hospice getting most of the referrals makes the process very easy. That translates into your representative getting a name and room number and taking it from there.

Some guide posts to use in the process:

1. Every facility is different -- make no assumptions about how they want things handled.

2. Always wear your name badge and identify yourself and what you are doing before touching any patient records or charts.
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How CRM Differs for Home Health and Hospice
From Karl Dumas, President & CEO, HomecareCRM

Customer Relationship Management, or CRM, is a business strategy that emphasizes the importance of the customer from acquisition, service, and satisfaction to customer loyalty and retention. Like all businesses, home health and hospice businesses serve customers, in this case patients. However, standard CRM processes don't address the unique needs of home health and hospice providers.

For example, while you may think of the patient as the customer and your mission is to provide the best possible care and comfort to this customer, your customer base extends far beyond your patients. Who refers patients to you? Case managers, doctors, nurses, rehab directors, insurance agents, trust officers, lawyers, family members of previous patients, and so on. These referral sources are also your customers and should be managed through CRM just as you manage your patients. Click here to read more...

We are always so pumped up by the opportunity to work with the best and the brightest.

What has you pumped up right now?

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Building Trust

Trust is the cornerstone of strong home care and hospice referral partner relationships. But, how do we build trust?

It is a long term process; trust is built over time. It can be destroyed in an instant, but takes a long time to earn. Consistency builds trust. If you are seen on a regular basis and perceived as a value add, you will build trust. Professional appearance builds trust.

The secret to building trust (and perceived value) is investing your time in understanding the referral partner completely. Strategic questions designed to find out what is important to them are essential to your sales process, but they also show that you care about them as a person.
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In each Legendary Sales Leadership Letter we answer your questions. Send them to us or call (800) 653-4043 and we'll make sure that yours are answered in a future issue.

Here is this week's question answered:

Question:
What is the best comeback from being treated rudely?

Answer:
Unfortunately, most of us have been in this situation. So we're walking into an account, we have a great plan, and it's going to be a great call, right? And then we're turned away, scowled at, or blown off. In some cases, we're treated just plain rudely. So what to do? The key thing to remember is: DO NOT TAKE IT PERSONALLY, and don't respond in a confrontational manner. Click here to read more...