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Add You - Keeping Customers in the Loop: Ten Ideas to Help Employees Sell the Organization
In life, you have to successfully work with people to get anywhere. You can’t avoid it.Some people are fun, good, and wholesome, and others can feel like a thorn in your shoe. Some will be there to boost you up and be a savior, and others will be there to take advantage of you, sometimes without the slightest care.There is absolutely no way to lead a successful life without effective communication with those who can help you reach your goals. And the secret to effective communication is to fully understand—or at least try to understand—the other person’s perspective. Understanding the other person’s perspective helps you build camaraderie, negotiate faster and more effectively, add value to a pa
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know abo
Congratulations! Your client attraction marketing strategies are working.People have started to hear about you and it's obvious that your visibilty marketing campaign has left everyone thinking that you are THE expert in your field. You've even been invited to be a guest on a radio show that will attract tons of listeners from your target market.Haven't got a clue what to do to make sure the radio interview goes off without a hitch? You might want to consider some or all of the ideas below as you prepare for your debut.1. Send a bio to the producer with all your accomplishments. The host will use parts of this as your introduction. More importantly, though, you need the host to have buy-i
Healthcare administrators understand each employee has the power to retain customers and refer them to other services within the organization. However, the act of selling the organization is foreign to most healthcare employees. As a result customers perceive this lack of assertiveness as a sign the provider does not know or simply does not care about the customer’s ongoing or other health needs.
There is no better bang for your buck than training your employees to look for opportunities to “sell” your organization. Unlike traditional selling where the goal is to “get your business,” your customers see this form of selling as valuable and welcomed advice. After all, finding another provider is hard work!
Healthcare mystery shopping is one way to identify selling opportunities which have been missed. Perception Strategies, Inc. the nation’s largest provider of healthcare mystery shopping uses scenarios which give employees a chance to direct the mystery shopper to additional services within the hospital or healthcare system. Our research has shown that three times as many opportunities are passed up as taken.
A healthcare provider can achieve dramatic increases in business if associates are trained and encouraged to take advantage of selling opportunities. But in order for this to occur, three things must happen:
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions for selling the organization and keeping your customers in the loop are:
1. Launch a “This is Who We Are” internal organizational awareness campaign Make all employees aware of the services, locations, programs, expertise and “points of pride” (where your organization excels and who its stars are)” being offered by the organization.
2. Avoid “handing customers off” Expect employees to assume responsibility for customers they encounter. Passing them off to other employees usually inconveniences the customer by requiring them to restate their needs.
3. Recognize an opening by showing initiative and asking probing questions For example, “Do you currently have a doctor?” “Are you aware we have a service for that?” “Can I put you in touch with someone who can assist you?” “Would you like a tour of the facility?”
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know abou
We all like to be acknowledged, but for thousands, even millions of employees, such recognision never happens. From one day to the next, there are no positive messages for their contribution - yet as their boss, you can do this - and it will pay untold benefit for your business, organisation and, of course, you and your people.Encouraged by the recognition, Sarah Lewsiton went home from work that day, full of self-belief and wonder that she had made the leap at last.In her last job, she had always felt that she was unsuitable, in fact below par, for the place. On her very first day at this new job, it was different. On the very first day, her supervisor had recognised her in a
Healthcare mystery shopping is one way to identify selling opportunities which have been missed. Perception Strategies, Inc. the nation’s largest provider of healthcare mystery shopping uses scenarios which give employees a chance to direct the mystery shopper to additional services within the hospital or healthcare system. Our research has shown that three times as many opportunities are passed up as taken.
A healthcare provider can achieve dramatic increases in business if associates are trained and encouraged to take advantage of selling opportunities. But in order for this to occur, three things must happen:
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions for selling the organization and keeping your customers in the loop are:
1. Launch a “This is Who We Are” internal organizational awareness campaign Make all employees aware of the services, locations, programs, expertise and “points of pride” (where your organization excels and who its stars are)” being offered by the organization.
2. Avoid “handing customers off” Expect employees to assume responsibility for customers they encounter. Passing them off to other employees usually inconveniences the customer by requiring them to restate their needs.
3. Recognize an opening by showing initiative and asking probing questions For example, “Do you currently have a doctor?” “Are you aware we have a service for that?” “Can I put you in touch with someone who can assist you?” “Would you like a tour of the facility?”
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know abo
In fact this article is a preparation for a next article on the same topic; one that is actually still due.We are to absorb so much knowledge that we tend to forget what we have learned when we where still at school. Maybe you remember the time when you where asked to read out loud in front of the class.“Period.”This period is key. Not only when reading a text, but also when presenting the kind of material in front of a group of people. The technique is the same. You stop because the action has ended end you are stepping into a new area. The period is there to signal this for you as a reader, but in the presentation you are to use this as a pause to check whether your public (readers) is stil
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions for selling the organization and keeping your customers in the loop are:
1. Launch a “This is Who We Are” internal organizational awareness campaign Make all employees aware of the services, locations, programs, expertise and “points of pride” (where your organization excels and who its stars are)” being offered by the organization.
2. Avoid “handing customers off” Expect employees to assume responsibility for customers they encounter. Passing them off to other employees usually inconveniences the customer by requiring them to restate their needs.
3. Recognize an opening by showing initiative and asking probing questions For example, “Do you currently have a doctor?” “Are you aware we have a service for that?” “Can I put you in touch with someone who can assist you?” “Would you like a tour of the facility?”
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know abo
Have you ever brain stormed about what type of business you should start? Many are fed up with corporate life, worried about being laid off or have come to the conclusion that they are under appreciated and under paid. Those who are already unemployed or are looking are wondering; What kind of Business should “I” start?To answer this question you need to know a thing or two about the human endeavor and thought process of buying behavior. You need to understand human nature, find something people desire, find a way to deliver it for a profit and then deliver it. Deliver it more efficiently than anyone else, continually monitor the changes and then be primed to deliver a lot of those widgets or be ready to d
Some solutions for selling the organization and keeping your customers in the loop are:
1. Launch a “This is Who We Are” internal organizational awareness campaign Make all employees aware of the services, locations, programs, expertise and “points of pride” (where your organization excels and who its stars are)” being offered by the organization.
2. Avoid “handing customers off” Expect employees to assume responsibility for customers they encounter. Passing them off to other employees usually inconveniences the customer by requiring them to restate their needs.
3. Recognize an opening by showing initiative and asking probing questions For example, “Do you currently have a doctor?” “Are you aware we have a service for that?” “Can I put you in touch with someone who can assist you?” “Would you like a tour of the facility?”
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know abo
THE LITTLE-KNOWN SPEECHWRITING SECRETS THAT WON GEORGE W. BUSH THE US ELECTIONHe's been accused of "mangling the language, destroying its meaning by avoiding the use of verbs, twisting nouns into verbs, and endlessly repeating phrases until they become zombified" (Source:'Bush and Blair accused of mangling English' by Kate Kelland, Reuters.com.uk, Mon 15 November, 2004 12:50).But despite this George W. Bush has become the first Republican president to win re-election since Ronald Reagan in 1984.And he's been able to motivate the US public to vote in record numbers.In a time of stress and crisis, Bush was able to connect with the masses.Bush – who according to language experts on
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know about your services, facilities and programs. Develop programs and materials to fill the information gaps you identify.
8. Experience the organization’s website Encourage employees to go to your website and find information so they are more informed when a customer refers to it.
9. Make employees aware of the value of a relationship Do your employees know what a relationship is worth? Make them aware of the outcome if too many relationships are lost.
10. Gather competitive intelligence Determine what, if anything, competitors are doing to encourage their employees to sell their organization or what they may be doing to win your customers.
Selling the organization is only possible when an employee cares about the organization. It takes extra effort but it sends customers a clear message; “You are in good hands and need not go elsewhere.”
As an example, a mystery shopper made a call to a physician’s office to make an appointment for her father, a recent bypass surgery patient, who was going to be staying with her for the summer. The caller also wanted to know to which heart specialist the physician might be referring her father.
The scheduler seized on the opportunity to make the caller aware of the particular specialist her father would be seeing, his schedule and the spelling of his name.
I appreciated the way she jumped in and told me there was a heart specialist who comes to their office every Tuesday at the beginning of the call. This was a good way to make me feel secure that this was the right place to bring my dad.
Everyone associated with your organization has the potential to increase the number of customers the organization comes in contact with based on their ability to sell the organization. Therefore, everyone must be seen as a salesperson with the same responsibilities for effectively representing the organization. That’s keeping the customer in the loop!
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