The enemy isn't your bargain basement competitor. The enemy is price competition. But because you chosen the wrong target, you've performed a principal role in what we perceive to be a marketing tragedy. We could write a book with this tragedy at the centre, and it could be called: The commoditisation of professional medical services...
Today's post is one you can forward to your staff or print out and post in your lunch room. We spend about 15 minutes of our consultation skills and teamwork training on this topic alone, so it's well worth a read And if that weren't enough... have a look at this puppy...
First, you have to ask yourself, is my healthcare marketing sales process valid? In other words, does it provide an organised method towards achieving the consultation's objective (usually, a conversion from an initial appointment to a treatment booking)? Second, is it reliable? Is the process repeatable, consistently applied, and operable in the majority of situations?
The white space is the space in between those moments, which arguably carry even more risk. This is the time in which prospects and customers are alone to think, to doubt, to experience anxiety and remorse about their purchase decisions. This is when they start seeking evidence to justify their fear. This is when concerned friends and family are most prone to be overly-protective. This is the white space.
Want to find out if you have an entrepreneurial culture? We challenge you to ask your receptionist to rate their agreement on a scale of 1 to 10 to the statements above. If they rate a high level of agreement to these statements, you can bet they probably feel on top of an inverted pyramid. If they don't agree, then they probably feel like they are at the bottom of the pyramid, which is indeed where they are, just slightly above your customers...
I was re-reading The Nordstrom Way: The Inside Story of America's Number One Customer Service Company. I noticed something that really exemplifies something that I've been trying to teach during our health care sales and customer service training courses about what makes the difference between customer service stars and customer service dogs.
Acting skills may at first appear to be unrelated to customer service. However, I believe that there is a significant overlap between the discipline of sales and the skills required of professional actors.
We can only take the glory for being great, if we take the responsibility when we are not. How come it’s sometimes someone or something else’s fault when we’re not succeeding, yet we’re so quick to accept accolades when we are successful? We can’t have it both ways. We must take responsibility for the bad so we can revel in the glory of a job well done.
Rod Solar quoted in Eurotimes January 2012 Innovation Time. Inaugural Practice Development Weekend may set benchmark for future meetings Rod Solar is quoted in a Eurotimes article in January 2012 about the Inaugural Practice Development Weekend in Dublin 2011. The full article by Colin Kerr [...]
It was fun and interesting Rod made the learning fun and interesting. Rod was friendly, approachable and welcomed everyones views and comments and encouraged group discussions and learning. Rod was upbeat and easy going and made the training fun and enjoyable.
