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This week on a coaching call, one of the sales team members we work with said:

“I really want to plan my q3 routing and then into fall, but the masks are coming back out. And I am super nervous about when we “go back inside” due to the cold are we going to be in the same position we were in last year? So I don’t want to go back. Plus – I am super disappointed we are not going to have our holiday party in person. What are your thoughts? 

Here is what I told her:

#1. You know how to get referrals remotely. You had a record year last year. Yes, I know it has been WAY more fun to market without masks and in person. BUT you know how to do this! The Roadmap to Referrals that you follow – has in-person VM scripts and email templates. You got this!

#2. Find the silver lining – I have written about COVID being the “great rep filter,” i.e., referral sources keeping reps out and using COVID as the reason. We also learned that those who stay in touch with their referral sources, EVEN when you can’t get in – in-person, deepen their relationships and get more referrals during and on the other side when you can go back in person.

#3. FIND your motivation – what is your “WHY” you are doing this job? Keep it front and center!

The Key to success over these next months

 

Have a SOLID plan.

One that you can count on AND be flexible.

You just finished your Quarterly Game Plans – does it include a valid reason to educate your referral sources each week?
Make sure you have the flexibility to turn it at a moment’s notice into remote marketing with VM and email templates to highlight high-value patients and get them served!

The agencies who can be agile enough to flex from in-person to remote and everything in between are going to win!

This is YOUR time!

If you did well during the last round of remote marketing – We have evolved and sharpened our training and products.

If you didn’t do so well last time, this is your chance to upgrade and get it right!

Curious to see what evolution looks like? Click here to find a time that is convenient for you on Mikes’s calendar.

 

Together We Grow!

Melanie

 

P.S.  This owner also has staffing issues (don’t we all!); the 1st thing we are tackling is how to “Market” when you don’t have staff!

This week an owner called, and this is what he said to me:

“Melanie, I heard you were managing sales reps again. Is this like the last time you did this for us back in 2017? You know, the time you helped me with my marketer. Well, she left, and I hired a new one. 

I hated Marketing then, and I still hate it. So, what are you doing now that different?” 

Good Question!

With a mindset like that, this owner knows himself, and he should absolutely not manage his marketer!

He is not shy about his opinion, and you know he says things in the office that will influence his office staff on how they “feel” about their marketer! And “Marketing” is a “team” sport we need everyone to be on the same page!

How is our upgraded HCS Sales Management program different than the last time he hired us back in 2017?

 

#1. We have evolved the sales process to reflect today’s environment. If you have listened to us in the past – it’s just that: history. Today’s landscape is changing so quickly you have to move with it to be seen and heard by your referral sources. Are you taking advantage of all of the avenues to access your referral sources? Would you like to have access to top email templates? Voicemail scripts AND in-person methods that are getting results today in 2021? YES! I want in!

#2. The power of the collective.  What we know is peer interaction and learning are crucial to rep success!  We have proven some of the best ideas are sparked when one rep hears another rep share their success tactics and how they got their last referral from a “tough account.” That momentum keeps reps motivated and supported (We have spent countless hours and money learning how to use group dynamics positively!)

#3. Accountability. Yes, that was part of the old program, but the new program uses a specific sales platform to help leverage technology for reporting and marketing support! For example, using technology to provide the structure, custom handouts, and access to the RoadMap of Referrals – WAIT A MINUTE did you say Roadmap to Referrals is included in the management of my sales rep? YES! I AM IN!

#4. Experience+.  In the past, you either got Cheryl or me for a coach. In the NEW HCS Sales Management program, you get access to both of us in live Q and A-PLUS guest experts to share areas of expertise that you can only get from them! YES! I WANT THAT TOO!

#5.  Saving you TIME and MONEY! Like this owner who is not a fan of marketing (I could write a complete manual on why falling in LOVE with marketing is KEY to embracing your business – that is another topic for another day!) We will not only save him TIME and MONEY but help him MAKE MONEY TOO!  Through GROWTH! Giving him the FREEDOM to not have to worry about marketing or his marketer – IT IS DONE FOR HIM!

Curious how HCS Sales Management might be a good fit for you? Click on the link to find a time that works best for you on Mikes’s calendar.

 

Together We Grow!

Melanie

 

P.S.  This owner also has staffing issues (don’t we all!); the 1st thing we are tackling how to “Market” when you don’t have staff!

Cheryl Peltekis, RN “The Solutionist”

There comes a time when every agency needs to hire a new sales manager.

The owner or administrator can’t keep up with the sales rep’s needs for support, knowledge, and continued motivation.

Let’s be honest some salespeople are big kids with unmanaged ADHD. Their attention spans last a whole 30 seconds.

Let me share the top attributes to use as a guide to follow to ensure you have the right sales manager in place. According to an article in the Harvard Business Review, salespeople have several recognizable attributes.

Below I have laid out my summary of the key attributes that make a salesperson successful.

Here is the summary:

Focus on hitting goals. Evidence has shown that great sales leaders keep their team focused and moving forward with a sense of urgency, regardless of the circumstances.

That is why our Sales Management Done-for-You includes a weekly reporting on hitting goals. Unless your team knows what goals they need to hit, they run around with no target in sight.

Accountability. Seventy-five percent of high-performing sales managers agreed that their salespeople are consistently measured and held accountable against their quota. The leaders establish this culture using a “carrot and stick” psychological approach that sets up a competitive environment.

Accountability is why home care sales management done for you includes a CRM powered by “Playmaker Health.” Having iron grip control of the reps begins with responsibility.

Using our CRM allows us to set up a competitive environment with representatives competing not just within their organization but nationwide for recognition on a bigger stage! Essentially, the command instinct is responsible for creating the peer-pressure and attention-seeking environment that eliminates complacency.

Sales Educator. Sales Management is a mentorship-based profession, and a key differentiator of great sales leaders is their ability to dispense tactical sales advice. The practical knowledge gained from the experiences of participating in sales cycles and managing salespeople—is directly associated with their success.

Sales Process-Driven. Forty-three percent of high-performing sales managers responded that their sales process was closely monitored, strictly enforced, or automated, compared to 29% of underperforming sales managers. Forty-four percent of underperforming sales managers indicated they had a nonexistent or an informal, structured sales process.

That is why Home Care Sales has developed and has a proven sales process. The High-Performance Sales Certification is earned by each sales rep that we place in our sales management program.

Coaching adaptability. Home Care Sales managers understand the many different learning needs of individuals. That is what makes our sales management so successful. We make sure that we hit all the buttons that impact visual learners, auditory learners, doers, and thinkers—we deliver learning content via live pieces of training and coaching sessions.

Also, we provide content in the written word and video. Reps and managers join our coaching sessions with role-play scenarios to work through. See one, do one, and teach one! Become a success with Home Care Sales Management!

Strategic leadership. All sales leaders are battlefield commanders who must devise the organization’s sales strategy to defeat the competition. This requires plotting the best course of action to maximize revenue using the most cost-effective sales model.

Great sales leaders possess the knowledge to correctly deploy field or inside salespeople, segment the market into verticals, and specialize sales teams by product or customer types. This helps explain why there was a 51% quota performance gap between high-performing and underperforming sales leaders last year.

High-performing sales leaders reported an overall average annual quota attainment of 105% compared to 54% for underperforming sales managers.

Conclusion:

The sales team is unique and unlike any other department of a company. The best sales organizations have strong leaders who exercise control and establish the code of behavior that all team members must abide by. They employ their experiences to determine strategic direction and coach team members individually.

Most importantly, they know how to keep the team on track and focused on winning.

If you are ready to have a sales team that exceeds expectations, then email Mike@homecaresales.com or go HERE to have your rep managed by HCS

.

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”

 

 

Cheryl Peltekis, RN “The Solutionist”

Sales Managers assume 100% of the responsibility for the performance of their sales team, yet receive little glory for their efforts.

I have worked with so many different management positions in our industry. Large clients that have 8 sales managers, down to “Mom and Pop’s” that the owner him/herself is the sales manager. 

In most cases, sales managers earn less than their top salespeople. They have the responsibility of evaluating territories, hiring, training, teaching CRM, and they must deliver the number of admits/hours to hit budget.  

Yes, the best sales managers work longer hours, endure more stress, and have a greater responsibility than the salespeople they manage. They are looked down upon by most clinical management and forever in need of something! 

Making things worse is the fact that salespeople are harder to lead and manage than any other employee type that work at our organizations. 

Sales account executives are emotional and often irrational people who demand attention. Because salespeople are essentially in jobs where rejection is the norm, sales managers are often called upon to be coaches, mentors, mothers, fathers, and sometimes therapists to keep their troops motivated, focused, and delivering on sales goals.

If this is not hard enough, sales managers are often put in the position of shielding their salespeople from corporate policy police, accountants, and operators who have absolutely no understanding of the psychology of salespeople.

It is a wonder why any sane human being would voluntarily choose to be a sales manager.

Though each year thousands of sales professionals give up their sales roles and accept the promotion. They move into new offices and proudly stare at their newly printed business cards with little understanding of what it takes to lead salespeople.

Ill-prepared to perform the job of sales manager, a high percentage of these newly-minted sales leaders are demoted or fired within 18 months. Unfortunately, the sales profession is a graveyard littered with the corpses of failed sales managers who (had they embraced one important principle) might have gone on to become superstars.

Leadership Principle #1

In sales leadership, one principle stands above all: You need your people more than they need you. Another way of saying this is that you get paid for what your salespeople do, not for what you do.

Who Is More Important: You or Your Salespeople?

The fact is, even if the sales manager went on a two-week vacation, and all of your salespeople showed up each day, things would likely be just fine. The work would get done.

Sales Managers Get Paid For What Their People Do

When you get your next paycheck, take a close look at it. The money deposited in your bank account was a direct result of your salespeople’s work. You were rewarded for their performance or non-performance—not yours. To tell yourself anything different is an outright denial of the facts.

As a sales leader, if your salesperson succeeds, you succeed. If your salesperson fails, you fail.

So, it follows that your job is to position your people to win. You must create an environment in which they can succeed, develop their skills, leverage their talents, and remove roadblocks so that they sell. You need them more than they need you. Anything that you do that impedes their success hurts you!

It is time for you to reconsider who manages your team. Home Care Sales has a new sales management program.  It comes with a CRM powered by Playmaker, and it replaces your current sales leader for a fraction of the cost.

Take Dave, a director of sales with four salespeople on his team. Dave constantly demanded insignificant reporting on virtually everything. Each time he asked for a report, it took his people away from sales activities that generated revenue.

One of his salespeople said, “He drove me over the edge of insanity. I’d be on my way to see a referral source, and he’d call me wanting a report on something stupid right then like it was the most important thing in the world.”

What happened to Dave? Dave’s goose was cooked because the talented account executives he had inherited when he took the job quit. He eventually lost a great job and thousands of dollars in incentive bonus because instead of helping his people succeed, he became a roadblock to success.

Far too many sales managers never learn this lesson.

The single most important leadership principle is this: You get paid for what your people do, not what you do.  You need your salespeople more than they need you. Give them what they want!

Imagine, your salesperson is armed with a sales message that produces referrals. Your sales team has beautiful, branded flyers and clearly spelled out expectation documents to ensure compliance. Our Sales Management done for you has all this and more.

    • CRM for account management
    • Sales Process personalized in the CRM.
    • Weekly sales messages for the entire year
    • 12 weeks of onboarding sales training
    • Monthly automated reports sent to leadership.

We are weeks away from launching our new program. Only 25 spots are being offered. Sign up today before they are gone. Sales Management done by Home Care Sales is the solution to your growth challenges. Let us help you! 

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”

 

 

We do A LOT of sales management at any given time. We have between 25 -40 sales reps under management.

For the past 20 years, I have managed Home Health, In-Home Care, and Hospice reps. It has been some of the most rewarding times of my life. Helping representatives craft the right message and gain that specific patient or client type. And most importantly, impact a family’s life with the care that you provide.

When we take over sales management for an owner or CEO, they all want one thing – growth. (And they don’t want to manage the sales reps themselves)

They also want FREEDOM. Sales reps are change agents, and the best are consistently bringing back improvement ideas and requests. It can be exhausting for an owner or CEO.

That’s where we come in. We take that stress away from the owner or CEO and give the rep a space to share ideas and gain best practices.

Recently we were hired by a CEO who had a Sales Manager move on and was looking for immediate help to provide structure and support to her reps. Not to mention the board was on her about growth!

One rep (we will call her Jane) – she had been at the agency for six months and was familiar with the business but not the territory.

The first step was orientation. A structured orientation timeline and milestones as set forth.

She discovered the alphabet soup of acronyms we use to be overwhelming, but she learned about the service line and the account types with our orientation.

Next up – The High-Performance Sales Academy – Time to get certified and learn how to move an account from Step 1 Qualifying to Step 3 REFERRING! And what to do if you don’t have staff!

Many of the owners who have us manage their marketers are struggling with staffing. Unfortunately, this is the reality right now- many of you don’t have a problem with referrals. So, how do you keep a rep motivated and referral sources happy when you don’t have staff? We got you covered!

Just this week, I spoke to Jane who was struggling with staffing, and she was anxiously concerned about “her reputation.” What if she asked for a referral and they could not staff it – like had happened on three occasions in the last month? She was gun shy and not “marketing full out”. (She was also concerned about the lack of bonuses!)

So much of marketing is mindset. When you have a scarcity mindset, you will not build deep, meaningful relationships…let alone referrals!

Jane said the right things during coaching calls. She was knowledgeable and completed the training, but she wasn’t producing.

In our sales management program, we have an expectation document. This document spells out exactly what the rep will be held accountable to:

  • Number of calls a week
  • Documentation
  • Coaching Calls

Jane knew the expectation. She was coached up. But could not produce because of mindset. When I spoke with her during coaching calls, she always said, “But I can’t because we don’t have staffing.”

That is MINDSET!

Don’t you say and think you can’t! You CAN, and we have many reps who ARE making it work!

She had the full commitment of the leadership team. Bring in a referral, and we will staff it. Period.

But she couldn’t get over the past experience. In her mind, they couldn’t do it. And therefore, she couldn’t do it. She made TONS of sales calls drove 700 miles a week! But no referrals came in.

After being coached up and on an improvement plan, she was not able to achieve the goals. It was time to move on. Was she surprised? No. She had been coached and held accountable to the numbers.

It is never an easy thing. It’s the worst part of my job. I hate it. I also know it was not a good fit for her or the agency. In the end, everyone will be better for it.

Now we have another rep.

She is open-minded. She doesn’t have the industry experience, but she has grit and lots of personality. We are building her industry knowledge. She received her first referral this week, and I am thrilled for her!

With the right mindset and training, she is going to knock it out of the park.

Sales Management is tough.

It’s tougher now than it was two years ago.

Lack of staffing. Referral sources reopening but not letting reps “in” and keeping them at arm’s length.

Keeping a rep motivated and part of the solution for your staffing needs is key to your success right now.

Cheryl and I were on a call yesterday, and the leadership team was voicing their concerns about staffing and lack of availability for the reps to “market.” And Cheryl asked this question.

“What are your reps doing to be part of the staffing solution?”

And the answer was silence.

And finally – “I don’t think anything.”

Your marketers are PART OF THE SOLUTION!

Cheryl and I are announcing our opening of the Home Care Sales Sales Management Program.

If you wished you could give your marketer the tools they need to succeed – look no further.

IF you are just plain EXHAUSTED and don’t have time for your marketer – We got your back!

Let us take over your marketer – we can help.

Want to learn more (click here)?

Keep Serving Seniors

Together We Grow!

Melanie

 

Cheryl Peltekis, RN “The Solutionist”

A new report from the Medical Group Management Association (MGMA) may not offer many surprises, but it summarizes the financial impact COVID had on physician groups. 

The organization, which represents group practices of all stripes, found an unexpected surge in physician retirement last year. (One-third of practice leaders reported seeing that trend in their groups.)

Medical directors who retired left vacancies in positions and practices with overwhelmed physicians trying to serve patients via telehealth.  

 

A recent article by a Health Leader says that nearly every group saw a drop in patient volume in April 2020, and 71% said they saw a drop of 50% or more.

By June 2020, however, a recovery was underway. Practices began reporting higher levels of work RVUs in that month than they had seen in February and March of 2020. Despite that recovery, more than 80% of practice leaders said that some or all of their providers saw their compensation take a hit.

 

Additionally, the report shared six factors that healthcare leaders identified as helping their medical practices survive the impacts of the pandemic:

 

  1. Rapid and efficient response to relief aid efforts
  2. Staffing stability and resilience
  3. Finding the correct telehealth offerings to utilize for their practices
  4. Reexamining payments and collections for patients
  5. Keeping communication and engagement open with patients through digital means and phone calls
  6. Addressing concerns of employee well-being

 

One thing I know is true: Doctors’ billing practices have changed. They couldn’t upcode for advance care planning because the process to do this was developed with in-person visits at the doctor’s office as the focus.  That sees this billing opportunity (as well as many others) gone almost overnight.  

Now is the time to revisit your physican’s office accounts and see how you can help. Could they benefit from learning how to bill for advance care planning? Maybe they need to learn how to bill for care plan oversight? Perhaps they need to understand transitional care management? 

How about partnering with your referral sources to help them achieve their telehealth visits? (I once heard a rumor that some seniors are technology-challenged…)

You and your agency can make a difference for your doctor’s accounts and help them make more revenue by providing solutions that their brick and mortar business practice simply wasn’t made to solve.

Could you or your team of sales representatives confidently teach MD offices these billing tactics? Could you help them and give your physician accounts a solid reason for them to stay loyal to your organization? If you or your team need to learn more, email Mike@homecaresales.com. We have a master’s program in selling that teaches this and more!  

 

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”

 

 

I came home recently to a flyer on my doorstep.

 

We have a young entrepreneur in our neighborhood, and his name is Redford.

 

Yes, like Robert Redford, he will tell you when you struggle with his name.

(See the Pic…Still a hunk…)

 

(Sales Win #1 Redford helps you make the connection and NEVER forget his name- salesman 101 “it’s your job to be remembered, not their job to “remember you”)

Let’s take a look at his flyer:

 

 

1. He leads with a question – Need a dog walker?

Good one – your brain already answered yes I do – or no I don’t. He quickly qualifies his clients.

(Sales Win #2 Redford will spend time with people who answer YES – just like you should spend time with only people who are willing and ABLE to refer to you! Step 1 of the High-Performance Sales Process- QUALIFY!)

 

2. The first walk is FREE – The most persuasive word in the English language is FREE!

(Sales Win #3 – He gets your attention and reduces the risk. While you may not be able to give away your services for “Free,” – what can you do? A “Free assessment”? We have used this for years to reduce the risk and barrier to care.)

 

3. Extra dog – reduced rate!

(Sales Win #4 – Add more on. We will make it worth it! Such as a couple’s rate or if you have ever offered care sharing!)

 

4. Want more? Ask him he will give you more – of course for a fee!

(Sales Win #5: You can always upsell your way into more care!)

 

5. ENHANCED customer service!
(Sales Win #6 – When you want to shine and beat out your competitors – you can “out” customer service them!)

 

And here is my favorite part of this flyer:

“WHY CHOSE ME?”

 

He comes right out and says it! You were already thinking it (so are your referral sources) so TELL THEM!

Differentiate!!!! Step 2 of the High-Performance Sales Process! THIS one of the HARDEST parts of marketing and selling Home Health, In-Home Care, and Hospice.

Go ahead make a list (answer the question, “Why Choose Me?“)- how far did you get?

We have an exercise in the High-Performance Sales Academy and our (Let us take over your) Sales Management program that NAILS this for you!

Time to shine and be able to fully and confidently answer “Why you should choose my agency….”

I LOVE that Reford even talks about PPE on his flyer.

Redford is a 13 yr old marketing genius and well on his way to becoming a successful business owner!

How do your marketing efforts stack up to Redfords?

 

If you wish you had effective marketing messages and custom flyers that get results – jump on a call with Mike and let him show you all the tools we have to offer! (click here for his calendar for your convenience)

Keep Serving Seniors

Together We Grow!

Melanie

 

The good news: Most home care, home health, and hospice marketers are getting into their accounts!

It’s a perfect time to reflect and prepare. You just finished your Quarterly business review, so you have most of the hard work done! Your top accounts identified and ranked.

After all, these months, here are the next steps to take this summer to make the most of these meetings with the 5 R’s of “Re-opening.”

 

    1. Reconnect – Connect to the human first. This pandemic has been a trauma. Take the time to connect to the human first. Ask how they are doing. What life changes have happened since the last time you saw them in person.
    2. Requalify – Step 1 of the High-Performance Sales Process. SO much has changed, and you need to know the current state of your top accounts and qualification sales calls are easier and more conversational in person. You used to know everything about this account – now take a current “pulse” of what is going on and how they are referring today.
    3. Re-engage – Time to set the stage on how you are going to interact with your referral sources. Do you need to go back to “old” call frequency patterns? Be ruthless with your time. You have an opportunity to reset expectations and boundaries. As one rep shared with me – “the pandemic taught the social workers how to use a fax machine to fax in referrals instead of demanding I drive across the city to pick up the paperwork – I want to keep that faxing habit alive!”
    4. Regenerate and generate more referrals AND relationships – Everyone we coach has been doing an AMAZING job of nurturing the relationships remotely. Some accounts will continue with remote marketing. In my opinion, nothing beats in-person marketing. You can see and feel so much more than on the phone or via email. The new hybrid model of in-person and remote marketing is key to covering more ground and gaining more referrals.
    5. Resource – For over 20 years, the cornerstone of Home Care Sales has been for marketers to be a resource to your referral sources. Selling = Profound Service. You are a senior care expert!

 

 

I am thrilled to see so many home care marketers get access and census driving up!

Thank you for all you do out in the field!

 

Together We Grow!

Melanie

PS ready to launch into your accounts and grow. We got your back. Get a time on Mike’s calendar and see what’s new!