Monday Motivation | 3

#mondaymotivation

Spring Has Sprung

 I have a confession: Once the New Year is celebrated, I could do without snow again until December. 

From about January to March, the wake-up light that simulates daylight on dark, cold Michigan mornings is my best friend – which is why I love today. Today is a sure sign that warmer temps, sunshine, backyard BBQs and camping trips to Northern Michigan are not far behind!

Signs of Spring: buds on my cherry tree, daffodils on my desk, tennis courts calling my name!

It's the First Day of Spring... also called the Vernal Equinox; "vernal" means "spring" and "equinox" means "equal night." The date notes when there are equal hours of light and dark in one day. (The other Equinox happens in September and marks the first day of autumn.) Did you also know:

• If you were standing on the equator during either the vernal or autumnal equinox, you would see the sun pass directly overhead, the only two times in the year when that is true.
• The two equinoxes are also the only times during the year when the sun rises due east and sets due west. 
• In spring, the Earth’s axis is tilted toward the sun, increasing the number of daylight hours and bringing warmer weather that causes plants to bring forth new growth.

So what are your plans with a few extra hours of daylight?

Customer Service IS Marketing

It doesn't matter if they are a patient, a caregiver or referral source. It doesn't matter if they are a potential customer or have been doing business with you for years. It doesn't matter if it's with your clinicians, customer service rep, driver, sales rep or you. One of the fundamentals of marketing that I repeat over and over again is this: every interaction your company has with a customer is an opportunity to strengthen or weaken your brand. 



In fact, paying attention to customer interactions is one of the best (and cheapest!) marketing tools available to you. Last week I found the perfect example to share with you. The Today show ran a segment about "How To Fire Your Pediatrician" with the intention of empowering parents to find a new doctor if they don't feel their needs are being met. It's clear that patients need more than just a correct diagnosis and a prescription – patients need customer service. Red flags such as missing serious medical problems are common sense, but many times it is the patient interaction problems that turn patients off for good. Here are two comments that viewers shared about interactions with their doctors:

"My daughter had dark rings forming around her neck, so I took her into the doc. The doc told her that she was too fat. Knowing that my daughter was just getting past an eating disorder. I asked the doctor if that was appropriate language to express weight concerns to a child? She told me that she calls it like she sees it."

"Twice...two different states. Both times it was because the doctor was already out the door before I could ask questions...and the second one was always distracted!"


While this example focuses on pediatricians, this is valuable feedback for any health care provider. Let's review: Neither of these comments have anything to do with the actual medical care they received. Yet these parents felt strongly enough to not only leave their health care providers but also put energy into sharing that negative experience on the social media site of a national news organization. What do you think they shared with the other parents in their communities about those particular doctors?

 Now, imagine these are your patients. You might be discounting these feedback comments: Perhaps the woman with the overweight daughter is just oversensitive and was offended by a physician's honesty. Maybe the woman with questions asked crazy and irrelevant ones. There are a million and one ways for you to guess how the negative reviews came to be but the reality is that the damage is already done. 

The best weapon you have here is to pay attention to those interaction in the first place. Be proactive!! Try making a list of all the points where a customer interacts with your company. What kind of experience are you delivering? Is your staff friendly? When patients call with questions does your staff sound bothered? Or are they helpful? Does a patient get greeted when they walk into your facility? Do your clinicians make time for questions during home visits? Are your drivers courteous on the road? Do calls get returned promptly? How easy is it to get questions answered? Are your sales reps behaving professionally in referral offices? Are they respecting Medicare marketing guidelines? Do you have informational/educational materials you can distribute?

Once you can put yourself into the customers' experience, it's easy to note all of the little things that make or break a long-term customer relationship. Remember, these are details that are just as easy to polish as they are to let slip through the cracks. So be positive, be proactive and protect your great brand with quality customer service!


P.S. As always, if you like what you've read here and want more information or some help getting started, please don't hesitate to contact me!

The Golden Rule of High Gas Costs

We are all painfully aware of the increased cost of fuel and sometimes there is no choice left but to pass some of that increase on to customers. Just last week I read an article on the HME News website about high gas prices impacting delivery and shipping costs for providers.

Obviously no one wants to pay more for the same goods and services; informing your patients of higher rates, even just a few cents, can feel like a balancing act. It is important to keep them informed yet you want to keep them happy. Though it may not seem like it, this is a mini marketing exercise for you! Any time you have communication with a customer there is an opportunity to strengthen or weaken your brand. If you do have to increase pricing due to fuel costs, be up front with patients. Let them know you are actively monitoring costs to continue to provide a level of service they have come to expect from your company. 

However you deliver your message (email, statement stuffers, phone calls, etc.) the most important element is to be clear in your communication. Building trust with customers is important for repeat business. If you are ever in doubt, use The Golden Rule: Picture yourself as the patient. Would you be satisfied with your own communication? If your answer is "yes," then you're probably on the right track. If your answer is "no," readjust... or get a hold of me!