Archive for the ‘Customer Service’ Category

Should You Be Selling to the Long-Term Health-Care Market?

Monday, February 16th, 2009

Born from 1946 to 1964, the Baby Boomers represent the largest generation of aging adults ever.  As they have grown older, this generation has single-handedly changed every stage of life that they have encountered along the journey.  So what’s on the horizon for this highly demanding population group?  Long-term health care!In 2004, the first of the Baby Boom generation turned 60 years of age.  This segment of the population has the Long-Term Health-Care (LTC) industry primed for a 35-40-year-growth cycle.  The future is bright for this industry that currently sports over 16,000 nursing homes nationwide.

So … Do you know how to get a piece of this growth oriented business?  Here are some key elements to focus on when selling in this market.

  • A Diverse Market – The LTC market is made up of more than just traditional nursing homes.  The industry includes:  retirement villages; senior living communities; independent living; assisted living; geriatric nursing care; skilled nursing facilities; memory care residences; and hospice care. All of these areas make up the long-term care industry and each represents a different selling opportunity.
  • Staffing Issues – Like all health-care industry segments, staffing is a major issue. The recruitment, retention, training, and recognition of employees are key elements to the overall success of any LTC facility.
  • Public Relations – All facilities in the LTC industry are dependent on good public relations. They are involved in their community, often sponsoring local events that target seniors.
  • Safety – there is no bigger issue in the LTC industry than resident and employee safety. An effective plan of action is not only required by law, but absolutely necessary for the survival of any facility.

There are plenty of companies that want to sell their line of products to these LTC facilities.  The best selling advantage you can have is to know their industry before you ask for their business.  For more information on marketing to “Boomers”, check out “How to Market to Grandparents – Q&A on Tips, Tactics and Results” and more at http://www.theboomerblog.com/

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How to Create a World–Class Customer Experience

Saturday, January 24th, 2009

Great customer service is delivered from the first touch-point to the last. It starts with your selection of suppliers, and continues through your organization – from the first line of contact when the phone rings, to order entry – and all the way through to the moment your program is delivered to the client and their end-users.Does everyone in your company know that they are personally responsible for creating a “World–Class Customer Experience” that exceeds the customer’s expectations?  I especially like those organizations that give the title “Director of First Impressions”  to their receptionist, or first person to greet you when you walk in the door.  As Dan Schawbel writes, “Since people are the face of the company, there must be an emphasis on each person who represents the corporate brand.”

What are you doing to help encourage and support your internal/external team of players to deliver on this promise and this experience?  The following is a list of some questions you should be asking:

  • How many times do you ask “What can we do better?”
  • How often do you review your processes and systems to save time or money – or simply make life easier for your team members?
  • How extensive is your customer service training and how often do you reinforce the world class your employees practice?
  • How do you recognize employees for their commitment and success in creating a “World–Class Customer Experience?”

With the appropriate skills, knowledge, attitudes, systems and processes, you can reach and exceed your goals and expectations of creating a world class customer experience.

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