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So you know we always have these accounts that typically they were in that history where the maybe they’re referring four to five patients, a month to you.
And then, all of a sudden, they dry up there’s no business coming from those accounts and when this happens, hopefully, you catch it really fast,
the first month that you don’t see them referring you’re able to jump in, but if it has been that full 90 days before you catch it you want to immediately start to do an investigation.
So typically one of the first things I love to do is just ask everybody in my office, start with my nurse managers, was there any complaints that came in that maybe we’re tied to patients that came from that account.
Ask intake, did they have any interaction with the account and find out if anything negative could have happened. I may even pick up the phone and actually call
one of the nurses or the clinicians that we’re providing services to the patient that was last referred and make sure that everything was good that they had a good experience with our agency.
Once I’ve done my internal investigation again, talking to intake, talking to the clinical leadership, looking at that complaint log,
I’m speaking to the clinicians that service, the last two or three referrals that came from there, I would then take the steps of going over and meeting directly with the account,
and meet with my contacts there and ask them, hey you know I just spoke to some of the patients, it seems like things went really well with the last several referrals,
and yet I haven’t gotten any over the last 90 days.
And then be as quiet as a church mouse and wait to see what is their response, right. Find out what is actually the reason that they haven’t referred.
But do your homework, first because you don’t want to get caught surprised or not knowing that there was a customer service failure. If you do learn when you’re doing your investigation that a customer service failure did occur,
make sure that you then take the next steps to identify how can you make sure that that’s not going to happen again.
And once you have that understanding now go back to the account and explain, yeah hey I heard about the customer service failure, and I want you to know that my leadership has taken these three steps to make sure that this never happens again.
And can I ask you to trust me one more time with your next patient that needs services?
Process is key and as we always say at HCS, “With Structure Comes Freedom.” Now more than ever, it’s important to make sure your accounts are bulletproof. The High Performance Sales Academy is designed to help build lasting relationships that lead to consistant, predicable referrals.
If this is speaking to you, reach out to Mike for a quick consultation with the contact info below.
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