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This week I took a call from an owner who said to me. “I don’t see how selling by Diagnosis will work…”

 

“Selling by Diagnosis is “HorseSh**”

 

He continued, “I don’t believe it. It will not work. I am non-medical home care, and we are not treating medical conditions, so I don’t see how anyone is going to give me a referral by asking for a CHF patient.”

 

I have heard this – well, not quite exactly like %&* that before. But I have heard other people share this technique of Dx Sell™ will not work in identifying patients for care.

 

I appreciate Randy’s skepticism. Let’s try this. Do you know a clinician? A nurse, social worker, Dr or therapist? Great!

 

Now – ask them:

Tell me about the last CHF patient you treated or worked with?

 

What did they say?

 

You see, clinicians are trained in diagnoses. It’s how we think. It’s how we assess. We know what to look for in that type of patient, and we also know the common symptoms and challenges. Based on our experiences, we know how to treat them.

 

When you tell me to think of the last CHF patient I treated, I can see him in my mind’s eye. His name is Freddy. He was 226 lbs. He was a steelworker. He was proud to be Italian. He lived in McKees Rocks. He LOVED his family, and his wife was tiny compared to him. He struggled with his diet, he didn’t always take his medicine, and when his symptoms increased because he also LOVED prosciutto…he would end up at the ER!

 

I can see him, his wife, and their 3-story house on the side of a mountain in Pittsburgh, PA.

 

That was 1998 and I can still see him.

 

That is the POWER of asking for a patient by Diagnosis.

 

Once Freddy is brought to my consciousness, it makes asking for him so easy.

 

What did your favorite clinician say to you when you asked about the last CHF patient they treated?

 

I bet they were able to recall the patient in detail.

 

Once this patient is identified now, it’s your turn to insert how your agency can help.

 

We call these Home Care Sales Trigger Questions™ because you are “triggering” them to think of a patient who is currently on caseload right now! One that has needs for your service line.

 

Let’s craft a couple of Home Care Sales Trigger Question for Randy in non-medical In-Home Care.

 

Which CHF patient struggles to make the connection between what they “should” be eating on their low sodium diet and what they actually eat?

 

(Meal Prep is a cornerstone of In-Home Care!)

 

Which CHF patient are you worried about?

 

(Open-ended questions will get you farther!)

 

The goal is for them to identify a patient who is struggling and guide them to your service!

 

What happens if you a referral that involves Medical needs? Everyone should have a partner – Home Health, Hospice, and In-Home Care! Be a good referral partner to your Home Health, and they will return the favor!

 

Dx Sell ™ is the key to unlock the flood of referrals! It works!

 

Just last week, we were highlighting Parkinson’s in our RoadMap to Referrals program, and the rep I was coaching said, “OMG, I shared the educational message about Parkinson’s to my Drs office, and I walked out with a REFERRAL! I NEVER got a Parkinson’s referral before! This is SO cool!”

 

You can too!

 

RoadMap to Referrals is how you do it!

 

Want to learn more or see the program? Click on the link for Mike’s calendar and pick a time that works for you!

 

Keep Serving Seniors!
Melanie

 

P.S. I grew up on a horse farm, so I am PLENTY familiar with Horsesh*t! The farm life gave me tons of work ethic! Where did you get yours from?

Cheryl Peltekis, RN “The Solutionist”

This week I had to focus my blog on answering a question that I get asked of me over and over by our home health friends. That does not mean that our In-Home Care providers should stop reading. In fact, it means the exact opposite.

Evaluation and Management of the Plan of Care is all about home health managing unskilled care providers that are caring for a complex patient that no longer has a skilled need.

Many home health providers have avoided Evaluation and Management patient types because before the Jimmo settlement patients were denied care because claims were rejected because Medicare said the patient had reached their maximum potential. 

Once CMS had reached a settlement, of the Jimmo Agreement it required manual revisions to restate a “maintenance coverage standard” for both skilled nursing and therapy services under these benefits:

Skilled nursing services would be covered where such skilled nursing services are necessary to maintain the patient’s current condition or prevent or slow further deterioration so long as the beneficiary requires skilled care for the services to be safely and effectively provided.

Skilled therapy services are covered when an individualized assessment of the patient’s clinical condition demonstrates that the specialized judgment, knowledge, and skills of a qualified therapist (“skilled care”) are necessary for the performance of a safe and effective maintenance program.

Such a maintenance program to maintain the patient’s current condition or to prevent or slow further deterioration is covered so long as the beneficiary requires skilled care for the safe and effective performance of the program.

There are situations in which the patient’s potential for improvement would be a reasonable criterion to consider, such as when the goal of treatment is to restore function. This would always be the goal of treatment in the inpatient rehabilitation facility (IRF) setting, where skilled therapy must be reasonably expected to improve the patient’s functional capacity to be covered by Medicare. 

However, Medicare has long recognized that there may be situations in the SNF, home health, and outpatient therapy settings where, even though no improvement is expected, skilled nursing and/or therapy services to prevent or slow a decline in condition are necessary because of the patient’s special medical complications or the complexity of the needed services.

I am going to be doing a webinar for Medicare Training and Consulting on April 14th and invite all of you to grab a spot if you want to learn how to provide these services and how to use this as a way of building your business.  

Patients that are frequently receiving Evaluation and Management services often have multiple paid caregivers supporting the patients to remain in their home. Learn who could benefit from the services and how you can be a referral partner and grow your business-to-business referrals. 

To sign up for the webinar email Plonsey@aol.com. To learn more on how to grow your agency go to www.homecaresales.com. You can also have a personal tour through our products and services by emailing Mike@homecaresales.com.  

Last week my 7-year-old son – Don, came running into the house and announced. “I need a cup,” and opened the cupboard.

 

He grabbed a cup slammed the door so hard it bounced back open before I could even yell, “DON’T SLAM THE DOOR” he was gone.

 

2 mins later, Don gallops back into the kitchen and dumps the water into the sink with his hand over the edge. “MOM” he yelled, “I SAVED A TURTLE.”

 

We live in south Alabama on the water, so not too surprising; however, I wanted to make sure that a snapping turtle didn’t make a mistake and find his way into the pool.

 

Nope, this was a TINY TURTLE who somehow made his way into the pool. Don decided he would raise the turtle and began to research “what turtles eat” “how to care for a turtle” on his tablet.

Don went to the garage and found the old beach hermit crab container, filled it with dirt and grass, and got a small bowl filled with water. In a matter of an evening, Don became a “turtle whisperer” – well, maybe not a whisperer but had gained enough knowledge to keep the turtle alive!

 

Don is also SUPER lucky because his 2nd-grade teacher is not only an AMAZING teacher, but her daughter is at the Georgia Sea Turtle Center, and Don was allowed to take the turtle to class.

 

Mrs. Rivenbark took a picture and sent it to her daughter. What Don and I thought was a box turtle turned out to be a semi-aquatic turtle! Super FUN!   Don LOVES this turtle, and now we are planning his release back into the wild!

What does this have to do with Marketing?

 

  1. Be a “student” of Home Care, Home Health, and Hospice Marketing!  (just like Don became a student of turtles)
  2. When you are a student, absorb and learn ALL you can about the service line! (Like Don learned what to feed Tiny Tim)
  3. Understand the mechanics of a marketing call to set the foundation (like Don had to build an environment for Timmy)
  4. An industry expert can share with you “insiders information” that you would not have known otherwise (like our expert at the Sea Turtle Center)

 

Tiny Tim’s Marketing To-Do List:

 

  • Be a student of the industry.
  • Research, practice,
  • BE a resource!
  • Discover the mechanics of a marketing call – there are precise steps to take to make sure you don’t miss an opportunity!
  • Enlist the help of experts who help you avoid mistakes and get to more referrals faster and easier!

 

Cheryl and I LOVE helping agencies just like yours!  Compress Time – get the insider’s advantage!

 

Will you let us help you?

 

Click here to jump on Mikes’s calendar and find a good time for you to see how you can gain the insider’s advantage!

 

Together We Grow!

Melanie

 

P.S.  Tiny Tim is super fun to watch – Did you ever have a pet turtle?  

 

I am always reading something to help me understand how to help sales representatives become all they can be. 

Cheryl Peltekis, RN “The Solutionist”

In my quest for knowledge, I started to read about a theory called “Motivational Perspective.” The idea discussed is why does a student with an average IQ bring home “A” s.

“Motivation is defined as an internal drive that activates and gives it direction. The term motivational theory is concerned with the processes that describe why and how human behavior is activated and directed”.

 

What does all this mean? Well, salespeople are just like students. They are not born to be A students.  Salespeople are human beings that have Grit.  You see, doing well in school has nothing to do with IQ and everything to do with Grit.  

What is Grit? To make sure that we’re all on the same page, here is a basic Grit definition developed by Angela Duckworth, the psychologist and researcher. She coined the term: Grit is passion and perseverance for the long-term and meaningful goals.

 

Gritty Mascott

“Gritty” is the Flyers Mascot (Hockey)

Why is Grit important?

 

Grit is essential because it is a driver of achievement and success, independent of and beyond what talent and intelligence contribute. 

Being naturally intelligent and talented are great, but to honestly do well and thrive, we need the ability to persevere. Without Grit, talent may be nothing more than unmet potential. It is only with effort that talent becomes a skill that leads to success (Duckworth 2016).  

 

A sales representative that has Grit demonstrates the following:

  • Sticking it out, making up to 5-12 prospecting sales calls to every qualified account before they get their first referral
  • By doing the 5-12 prospecting sales calls, they outlast the competition.  Many reps quit calling on prospecting accounts after two sales calls.
  • They prepare for their sales calls like they are training for a marathon, not a sprint.
  • Gritty reps have a mindset that failure is only temporary

 

That is why HomeCareSales.com exist. We have the tools to help sales representatives born with Grit turn into High-Performing Sales Superstars!  

If you are ready to help your Gritty sales representatives hit their next level of success, look no further than homecaresales.com. Reach out to Mike@homecaresales.com and get a private tour of our products that will push your sales up to the next level.

 

 

Question:

“How long does it take to get a referral? Can I speed it up?”

 

This is a GREAT question!

Last week I was with a group of marketers, and one of them said:

“I am new. I am developing a relationship with them, so I expect in about six mos or so, I will get a referral.”

Wait a minute – is that true?

What are you telling yourself?

Most likely, these stories we tell ourselves are “true” because we make them “true”.

We are hard-wired to “make our actions justified”.  If you are “newer” and don’t have any referrals yet – you might be telling yourself this because it makes you feel better about yourself and your results.

If you are “newer” and you got a referral on your 2nd week, you most likely would say something like – “I am new, and I CAN get referrals.”

Our self-talk is about MINDSET & CONFIDENCE – and CONFIDENCE SELLS!  I just dropped a lesson on CONFIDENCE recently in the ACHIEVE program.

(click here to sign up for that awesomeness)

 

CONFIDENCE – comes with SKILLS and EXPERIENCE!   And you CAN get BOTH!

CONFIDENCE – that you know how to approach an account

CONFIDENCE -that you know IF THAT ACCOUNT IS WILLING TO REFER TO YOU ON THE 1St Marketing CALL!

SHORTEN the TIME TO REFERRAL!  – KNOW on the 1st CALL if they are WILLING to refer to you.

WORK with referral sources who WANT to refer to you!  STOP guessing. Ask the questions. Get the answers.

We have UPGRADED our qualifying questions – if you have heard our training in the past, these are NEW– time to UPDATE and UPGRADE your questioning.

 

My mentor said to me last week – the shortest distance to overachieving your quota – is asking better questions and doing business with people who are OPEN TO YOU!  You can identify that on Step 1 of the High-Performance Sales Process.

Want the UPDATE and UPGRADE?

Click here to download the NEW High-Performance Sales E-Book for FREE!

Back to our Marketer who was in the group. I said to her.

“Challenge that thought.
What could you say that would not be a self-fulling prophecy?  
What can you say to yourself that would be MORE empowering.”

The answer she came back with:  “Well, maybe I could say I am new, and we are new to this area, but that doesn’t mean they have to wait for six mos to know me.”

I said – “That’s a start – let’s take it one step further.”

She said, “ Ok, I am new, and if they give me a referral, I could prove to them my customer service and attention to detail.”

CLOSER!

Next version: “ I AM NEW”

 

And NEW IS GOOD!  Because I can start fresh and not carry the baggage of past referral experiences.  I can gauge their willingness to refer to me on the 1st marketing visit and KNOW if they are open to our services!  I don’t have to wait for six mos. Now is a great time to refer!”

PERFECT! That is MUCH more empowering.  And POWER is “attractive” you will draw more attention when you are Empowered through EDUCATION + SKILL DEVELOPMENT = CONFIDENCE!

Together we GROW!

Melanie

 

 

 

This past year, I spent a lot of time learning how vital recruitment and retention directly correlate to the agency’s success.

 

I have found that home health, hospice, and in-home care providers have more and more seniors to service.

 

With our population of aging adults increasing by over 11,000 new seniors day, WE WILL BE fighting over caregivers.

 

In a Gallup study, they found that 50% of all Americans have left a job because of their manager. That means we, as owners, need to make sure that we are building a team of leaders and not just bosses!

 

I’ve said it before, and I will repeat it here, “employees leave managers!”

 

A good manager needs to be a leader. Someone who can teach others. Someone who wants to make a difference in the world with other people. The real power of leadership comes from what we can do with and for others.

 

The value of leadership doesn’t come from having a position.

 

It comes from just being passionate about a cause; you can work with others to achieve a worthy goal. We all need great employees!

 

Home Care Sales believes so much in our agencies that we built a Caring Agency Mastermind for administrators and owners to learn what strategies are working right now. We call this our CAM FAM, and one member just signed on 55 new clients last week! You can do it too.

 

Learn what works and also get a chance to contribute by sharing your success stories to help other agencies grow while avoiding wasting time, money, and resources. As an agency owner, I want you to be able to support your administrators and executives.

 

Give your leadership the CAM FAM membership to have executives run challenging situations by experienced leaders and gain an accountability partner for taking action to move your needle. Sometimes leadership can be lonely. The CAM FAM has your back!

 

 

[Click HERE] Join today for a brighter tomorrow!  

 

 

Cheryl Peltekis, RN “The Solutionist”

 

 

 

 

This week in our CAM FAM – Mastermind meeting – we always start with gratitude- to get in the right mindset to be present at the meeting.

One of the Home Care agency owners and Operations director began her time with this gratitude:

“I am exhausted and grateful – we have 55 new clients to onboard.”

 

WOW – 55 new clients?

Can you imagine? Could you onboard 55 new clients in the next week or 2?

She went on to ask the group:

“How would you prioritize them in staffing?”

 

This is a GREAT question!

No one I know has a “bench” that big of caregivers to start all these clients at one time. Of course, they all “deserve” care because otherwise, why would they be referred to you? But how do you lay it out on a calendar? Who goes first? What is the logical order? How do I recruit fast!?

This is where the experience of the group comes into help!

One of the members shared at her agency; they have a level 1, 2, and 3. They categorize their patients and clients based on care level needs. She even offered to send the 1st agency their criteria for the levels! (YEAH! I love to see what others are doing and how it works!)

 

That’s not the only suggestion either. Check this out:

    • Another Agency Director reported they prioritize acuity and geography – i.e., do they have staff in that area?
    • Another owner reported he used acuity and “who was safe” to rate them on their ability to “be ok” for the short period until they get a caregiver in there.
    • Another suggestion was to offer them all a PERS solution until you could “get there” to “keep” the client attached to the agency while you got everyone on service.

 

These suggestions, recommendations, and synergy gave the agency owner and this HUGE number of new clients – a path forward.

The group sharing experiences and solutions is what the CAM FAM does!

 

Sometimes you need a sounding board in a non-judgmental space. A place you can go when you are exhausted and need a few suggestions from someone who has been where you are and can tell you how they did it (or would do it over again if they had the chance), saving you time, money, and a headache!

I am so grateful for the community and the CAM FAM! They are so intelligent and helpful and generous with their knowledge and systems!

If you would like to be part of the CAM FAM – Let’s see if it’s a right fit for both of us!

 

Click here to fill out an application!

 

Together we GROW!
Melanie

 

 

 

This week I’m back on the road doing sales training with live audiences!  

Wow, it is incredible! 

I truly missed the connection with an audience. Over the last several months, I had a lot of time to dig through data. 

My mission was to study A accounts that sales representatives lost to identify if anything different could have prevented the sales rep from losing the account. I learned quite a bit and wanted to share some of this new data in my sales training. 

It was a massive success, so I decided to share it with all of you!

Ask yourself this question. Are any of your “A” accounts vulnerable? You may think they are not. So did the next four sales reps.  

 

Sales Rep #1

Account Type:  Whole Life Community

Service Line:  Private duty, Home Health, and Hospice

Length of time “A” Account:  5 years

Sales rep #1 was maintaining this account for five years. The sales rep visited the account at least twice a week, and he knew all of the leadership. They liked sales rep #1.

 Sales Rep #1 had a monthly bereavement service for hospice patients, family, and staff and a monthly education talk and invited the community to attend.  

Change occurred. The clinical director of the personal care facility retired. The position is filled by a nurse who works per diem for a competitor hospice, home health, and private duty company.  

The new nurse manager complains and mistreats Sales Rep #1’s staff. New Nurse Manager goes to the administration and complains repetitively about Sales rep #1 and every aide, nurse, therapist, or social worker that walks into the building. 

Everyone from Sales Rep #1’s leadership gets involved in trying to fix the problem. Within eight weeks, the account is lost. The new nurse manager now gets paid from her full-time position in the building and gets per diem pay for doing nursing visits from patients on home health services.  

What could have prevented this from happening?

I do not think anything could have prevented this from happening. Maybe the sales rep could of help with finding a replacement nurse?  

 

 

Sales Rep #2

Account Type:  Hospital System

Service Line:  Private Duty

Length of Time “A” Account: 7 years

Sales rep #2 visited this account twice a week and sometimes more often based on referrals. He was getting about 5-10 referrals/week from the discharge planners. 

Change occurred.  Hospital has a press release on the local news channel to announce that the hospital will close in 30 days. 

What could have prevented this from happening?  

The sales rep would have known that the hospital was closing if the representative had read the hospital’s annual report on their website. It was documented a year in advance that the hospital would be closing in their annual report.

 

 

Sales Rep #3

Account:  SNF/Rehab

Service Line:  Home Health

Length of Time A account:  3 years

Sales Rep #3 worked closely with the physician who was the medical director of the rehab center. The relationship was a fantastic one that resulted in consistent referrals each week.

Change occurred. The physician was offered a job as a consultant from a competitor home health agency on reviewing charts of patients that had readmission to the hospital within 30 days from discharge. The physician accepted the job and then diverted all his patient’s referrals to the new company he was consulting.

What could have prevented this from happening? 

There are several ways that this change could have been diverted from this “other agency” to sales rep #3’s company. However, without also offering a potential legally questionable relationship with that physician, the solution may not have ultimately worked.

The point I want to drive home is this:

If you are not continually prospecting for new business, you will lose referring accounts and not hit your goals. 

 

If you don’t work towards goals, you simply won’t reach them. Getting comfortable and relying on previous relationships to propel your business forward is the downfall for many top producers. It’s critical to long-term success that you consistently focus on non-referring or minimally-referring accounts during your weekly visits to referring accounts.

I know prospecting is hard. 

You hear “no” all the time. I also know that our High-Performance Sales Academy Certification Course helps you become a fantastic prospector. We teach you how to prepare for your prospecting calls so you can convert prospecting accounts faster, gain more referrals, and hit your admission goals. To learn more, reach out to Mike@homecaresales.com or go right to our website www.homecaresales.com and buy directly to get started immediately! 

Cheryl Peltekis, RN “The Solutionist”

 

One of our favorite reps on coaching call this week said:  

“I was so mad that last month I got a lot of referrals on one side of the business but not on the other side!”

She continued: “I went to see Dr. Place, who promised me that he had a patient in mind last week. I did what you always tell me to take that extra step when they say they need to talk to the family to ask the patient’s name for follow-up…”

“Do you mind if I have that patient’s name?” he said, “Yes, I mind. I want to talk to the patient first.”

On Top of that, she reported– “he said: why are you here?” 

She told him that she was here to discuss his Home Health and Hospice patients.

He said, “You told me about that last week. – I might be able to forgive you if you brought me something sweet.”

Oh no! Are we back to muffin marketing?  

This rep persevered!  She said. “That is not why I am here to give you sweet treats!  I am here to help your patients!”  

He said – “OK, tell me something I didn’t know about your services.”

This week on the Roadmap to Referrals is Cancer Care for Home Health.  This was a perfect opportunity for her to share with this Dr how her agency can help patients who are not quite ready for Hospice gain care and a great transitional team through palliative.

This rep nails patient vignettes!  And she gave a perfect patient vignette about a patient who most likely could have qualified for Hospice but was still seeking curative treatment.  Which cancer patient came to mind?

He reported, “You know – I do have a cancer patient who is still seeking curative and not quite ready for hospice! I didn’t know you had that.”

(This rep reports that she has told him 100 times about services – it’s a great lesson in repetition is your friend to cement your services in their brain for recall!)

WAY TO GO!  She was able to “trigger” visualization of a patient! 

And get this Dr to get ready to refer a patient!  

This rep is so passionate about Home Health and Hospice!

I know you are too!

There are so many patients who are not getting the care they deserve – YOUR CARE!

The framework that she used to create a patient vignette is in our High-Performance Sales Academy!

The framework for her weekly educational messages is in our RoadMap to Referrals.

If you would like more information and a tour of the programs – click here to schedule a time that is good for you!

Together We GROW!

Melanie

P.S.  TIP FROM THE FIELD! When they say, they need to talk to the family and will not give you their name – ask for their initials anything that will help you prompt their memory when you follow up on that patient!!!

I often hear owners and representatives say, “Oh, this will take a while for me to start to get referrals from this account.”

 

When given the right tools, this is simply not true.

 

More than any other profession, sales rely on your thoughts, and thoughts become actions or inactions.

Actions, when taken in the correct order, will produce results.

 

Cheryl and I are in the middle of a 30-day sprint with a Home Health and Hospice.  It is a big project. They have AMAZING leadership, and their reps are good-hearted people who want to do well.

 

Have you ever said in the past: 

 

“Well, Dr. NoGood refers to XYZ Home Health because _________”

– or

“They have to get to know me first before they will refer.” 

– or

“You HAVE to bring them lunch before you can get a referral.”  

 

Or perhaps you thought:

 

“Well, they have their hospital-based agency so I am going to get nothing, so why go in.” 

– or

 “These sales calls intimidate me. They most likely already have a favorite home care, so what’s the use? …But I will go make the call anyway.” 

 

And what happens?

 

It’s a self-fulfilling prophecy.

You walk out empty-handed.

 

NOW…

Imagine you had the CONFIDENCE that the step-by-step procedure has worked for thousands of marketers JUST LIKE YOU!  And they CAN WORK FOR YOU TOO!

When you have the right information, tools, and experience, you can move mountains in a short period. The reps are killing it this week! We hear back from them walking out of a building with 8 referrals; out of a hospital with 7 referrals.

Why is this working so well?

They have the formula to follow! This week focused on their “Top Accounts” and gaining more from their top accounts and uncovering challenges – Cheryl shared with you the “STAR” script a few weeks ago.

  • Script
  • Trigger Emotion
  • Action
  • Rescue

 

The STAR script helps the marketer uncover challenges and areas of opportunities!

 

I also want to recognize their team is coachable. They are open to ideas and suggestions. They are IMPLEMENTERS! They are gaining coaching from their leadership, Cheryl, and I, and they are ACTING on it!

 

We are SO proud of this team! We are so grateful for these owners to invest in their marketing team!  Together We GROW!

Serving Seniors Together!

Melanie

 

P.S. You want the STAR Method for uncovering challenges and opportunities?  It’s in our upgraded High-Performance Sales Academy!  Click here to start today!

Not quite ready to discover the step-by-step process?  Want more info? Jump on Mike’s Calendar and find a time that is good for you!