Posts

Cheryl Peltekis, RN “The Solutionist”

Today I ran into Dr. Joe while I was out Christmas shopping. For those of you that are fateful blog readers, you may recall his story.

He and his partner, Dr. Kirkland, are both top referring physicians. I have been using the Roadmap to Referrals while maintaining this account over the last several years. This past year, I taught them something else to do with my flyers.

Several of our flyers are patient stories. The marketing tools ask, Have you seen Sam? Then the leaflet shows a picture of Sam, and his journey, on how he became our patient and the benefits he and his family received.

Sample:

 

“I had gotten so many great patients to care for from Dr. Jones that I asked him, “why you refer patients to home care? “

I was shocked by his answer. “

 

He shared with me that his great aunt, Cecelia, lived with him when he was a boy. She was a widow, and her youngest nephew, Mark (Dr. Jones Dad), volunteered to let her move into his home when the Parkinson’s disease took a toll on her ability to live alone. 

Dr. Jones said he remembered how much work it was for his mom to care for his aunt’s needs. She needed quite a bit of care over the 15 years that she lived with his parents, and they had to transfer her, toilet her, bathe her, feed her, clean all of her clothing and manage just about everything, like medications and doctors appointments. All of it!

He shared that one day, his aunt fell, and she ended up in the hospital for a few days. When she was discharged, they ordered home health. That home health agency’s nurse told them that she had a friend from a home care agency and that someone would come over to see how they might help make taking care of his aunt Cecelia a little easier. 

The next day Cecelia had a visit from the home care agency.

They found out that she qualified for the VA Benefit because her husband was in the military. They could get a home care aide to assist with personal care for 4 hours a day, five days a week.   

This changed the whole mood of the home. Now his mom had time to go to the hair salon, and because she felt better about herself and had a break every day for a few hours, she improved her self-care. 

Having a caregiver allowed the whole family to benefit.  Meals were once again being cooked, and the entire house felt better.

 On the way out of Dr. Jones’s office, we ran into his partner, Dr. Kirkland. He introduced me, and said to Dr. Kirkland, “did you tell Cheryl about your Aunt Cecilia?” I got a perplexed look on my face. 

I thought it was Dr. Jones’s aunt. Dr. Kirkland proceeded to tell me the same story that Dr. Jones shared with me. 

In the end, Dr. Jones said with a smile, “Aunt Cecelia is his great aunt, not mine.” He continued, “When I am trying to convince my patients to let home health or home care in, I always tell this story as if it’s my own because it becomes more believable.”

I told him, “whatever it takes to improve patients’ lives!”

I hope we can all find more Dr. Jones and Dr. Kirkland’s!

 

There are patients like Cecelia all over the country who need help to stay at home. Some families take on this responsibility and don’t realize how a patient could deteriorate over the years. It is hard to take care of a loved one for a few days, let alone 15 years.

Thank God for home care services. Thank God that the home health nurse had a friend who did home care.

Too many patients would go without care. Now imagine you could quickly help your doctors’ offices to find their Cecelia’s?  Well, we have your solution.

Our 52 week Road Map to Referrals does just that.

For 2022, we are upgrading the patient vignette forms. We are teaching our sales reps to encourage the doctors to provide them to the patient at the time of referral to our agency.

We also ask the hospital case manager to share them with their patients. Expanding the awareness of care we provide using the power of stories helps patients accept and receive our care in their homes.

 

Don’t miss our holiday specials either! You can find them on our Facebook page here.

Want to learn more?

Email Mike@homecaresales.com and see a demo of the road map to referrals in action. Each month I get to coach your sales rep and roleplay the sales messages of the week.

This program is our top-performing sales product, and on average, home health and hospice agencies have experienced a 30% growth rate!

 

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”

My Uncle Sam died this week.

He was my shining star of a hospice patient. When people say, “Oh, hospice is where you go to die” or “I don’t know if my patient only has 6 mos to live.” I would use my Uncle Sam as an example.

We put my Uncle Sam on hospice 3 years ago. Without a doubt, in my mind, Sam lived longer BECAUSE of hospice than if he had not had the support that hospice afforded him.

Uncle Sam is not my real uncle – he is my husband’s, Chris, stepfather’s (who is no longer married to my mother–in–law) brother.

I know it’s confusing, but that’s what happens when your father-in-law and mother-in-law have been married 3 times each – you get LOTS of extra families!

The best part about that for me is that I get to choose who my FAVORITE is, and I have LOTS of choices – Poor Chris is stuck with limited options in my family.  🙂

Uncle Sam lived a very adventurous life.

He was a pilot in the Navy and rose to the rank of Captain for TWA, who then was bought by American.

Sam was full of wild, amazing stories and was so witty. You know, the kind of wit that sometimes hurts like a paper cut. He would throw out there a “zinger,” and you would laugh, and then 2 minutes later, you would say – “Ouch,” that stung a little!

So, when Alzheimer’s took his cognitive ability and mobility, I knew hospice was the right answer. His doctors at the VA wanted him to be an inpatient at a long-term care facility, but my Aunt Linda promised that she would care for him in their home, and so we took him home, and he was served by hospice.

Aunt Linda called last week and shared that Sam was actively dying. She asked me to come and sit with her and Sam. The hospice team was fantastic! She had daily visits over the last week from all the disciplines- nursing, SW, Chaplain, aides.

As you can imagine, being on caseload for so long, the clinical team had a deep relationship with Sam and Linda.

The hospice prepared Aunt Linda well for his passing. She had the medications, and she was well informed about using them for his pain.

We sat with Sam and told fun Sam stories. Sam was VERY colorful. He liked to “shock” folks and walk away like he didn’t just say what he said. The first time he did this to me, I was dating my husband Chris – we would come to Fairhope and work on the family boat.

As a child, Chris grew up on this sailboat– sailing every weekend in the summer, but it had sat neglected in the slip for about 10 yrs. So, when we decided to “get back into sailing,” there was a TON of work to be done.

I took on restoring the teak in the cabin. It was hard work, sanding, inside the cabin in the AL summer heat. Sawdust sticking to every inch of your sweaty skin.

Even though I sanded and sanded, I could not get out the water damage marks, so I decided to stain it.
(not knowing then that that’s not the best method of restoration – but hey, this was before we all had you tube in our pockets- how was I supposed to know?) So I stained it, and I thought it looked GREAT!

Later that day – after I cleaned up my work tools, I was ready to show it off! I was SO excited. I thought it made a BIG difference in the cabin. I called Uncle Sam down to see my handy work.

Uncle Sam came aboard with his ever-present cigar in his right hand – stepped down into the companionway, stood up in the cabin, and looked around. I said, “Uncle Sam, how do you like it?” grinning from ear to ear proudly, awaiting him to tell me my hard work paid off, and it looked great! Sam said, “It looks great if you are going to make it a floating bordello.”

He turned and climbed the stairs back up the companionway giggling to himself and shaking his head. I looked around and started laughing too. He was right. It was a little “reddish” – ok, I think I might have used Cherry stain – OMG, what was I thinking?

But Sam just laughed, and later that night at dinner at his house, he said, “Well, Mel – you did a good job at cleaning the wood. And the red-well it matches your hair – so what the hell? Good God, woman, next time, do some research!”

That was Sam – quick with a laugh and putting you in your place at the same time.

Sam passed on Sunday with Aunt Linda at his side. I was at my house getting ready to go over to their house for the day, and Linda text “Mel, I think you need to come now. Uncle Sam is not breathing much” And so I did.

Uncle Sam passed within the hour. He was surrounded by Aunt Linda, myself, and his devoted in-home care caregiver for the last 4 yrs – Trish. (Trish was a private pay caregiver 8 hrs a day 5 days a week for 4 yrs and had become like family to Sam and Linda)

I called the hospice nurse Tara who came to pronounce, call the funeral home and dispose of the medications. She was exactly who you hoped would be there for Aunt Linda, and she executed the plan flawlessly. I am grateful to have been reminded of our clinicians’ fantastic work in the home.

Uncle Sam didn’t have any children, so it was up to Chris and me to write the obit, deliver the eulogy, organize the service and generally be the funeral “director” of the event.

It was a whirlwind of the last few days, but the service was perfect, and Aunt Linda LOVED it – and that was the promise we made Uncle Sam to, in his words, “plant him in the ground” and get Linda through it. We did.

Home Care is the gift we give the patient and their families.

I know you are out there every day sharing your message of hospice, home health, and in-home care so that more people are impacted (just like our family) by your services.

 

Thank you for all you do!

 

You make a difference for families!

 

Melanie

P.S. Want to read more about the “legend” that is Uncle Sam – click here
https://www.corbittsfuneralhome.com/obituary/SamuelClifford-Slaton

 

P.S.S. Want to impact more lives through your marketing messages – click here to discuss how you can with Mike

Cheryl Peltekis, RN “The Solutionist”

I have spoken to so many agencies over the last month who are really in dire need of staffing. People are trying to get creative with ads that are just so unique.

One of the ways they have shared with me that are bringing them great results is humor in the ad.

Full-time Home Health Aide Needed

There is no need to apply if you don’t have reliable transportation, if your car is broken every week, and no babysitter can be found every weekend. Seriously, do us both a favor and go to the next agency and skip mine.   

If you can’t be thankful for the experience of helping people, then get a job where you don’t have to interact with people.

You aren’t getting paid to be on your phone all day, so if you can’t engage with people, then don’t apply.

Also, we are hiring people who want to work here for years!  We provide your health benefits, so please apply if you really want to work and do work that loves you back.

 

This ad is funny, right? The owner reported that this ad got more aides to respond than any he had ever used. I understand if this ad isn’t your style but you may have to mix up what you are doing with your ads to find the best candidates for your agency.

Last week, I was at a State Association meeting, and I went to 3 different presentations on recruiting and retention.

 

Here are some of the highlights:

 

    • Your ads need to be no longer than four days old. On day 5, start each “help wanted post” all over.
    • Place your help wanted ads for the neighborhood that you are hiring staff to serve clients.
    • Use language that makes caregiving a position that makes a difference in the world.
    • Make sure the ad says flexible scheduling. Many aides work for two or more agencies.
    • Have a referral incentive program.
    • Use LinkedIn, Facebook, Twitter, Instagram
    • Use Videos about why your company is the place to work on the website
    • “No Experience Necessary” – Train and have a competency program.

 

I know how hard it is these days (or any days)to not have the help you need to serve patients. At the core of my being, I feel the pain of knowing that seniors are going without care.

That is why Retention is critical. As we move through the worst of the pandemic, employees are revisiting job expectations.  They want flexibility, better pay, and greater connection. They also want the chance to make a real difference in the world.

 

So it’s up to you to create an agency where caregivers want to work!

    • Put work/life balance first.
    • Continue to focus on worker and patient health and safety
    • Provide them with the tools they need to do their job
    • Foster loyalty with a positive working environment
    • Offer mentorship and career paths
    • Maintain open lines of communication

 

Value your staff, show them appreciation, and treat them as the essential workers they are. Need more ideas on how to improve your recruiting process?

Need help with interviewing?

Need new ideas on retaining staff?

You can buy our recruiting and retention program right here!

 

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”

Mom’s outpatient treatments were completed in the ambulatory center.

She went every day for five days for treatment.

My brother went for the 1st three, then shift change, and I went for the last 2.

My Mom was a school teacher for 32 years and is SUPER sweet. So in the car, when she told me:

“Mel, if I get the nurse from yesterday, I will ask for another one she was not very good at getting my IV in.”

I said, “Ok, Mom, let’s see who it is.”

We were brought back, and Mom sat in the chair. They are not actual “rooms.” They have just curtained “rooms,” so of course, you can hear everyone’s conversation.

The lady next to us said to the MA who took everyone’s vitals – “I want Mary Lynn to start my IV – that nurse yesterday didn’t know what she was doing, and she stabbed me four times before she called Mary Lynn – so let’s just start with Mary Lynn.”

Mom looked at me and nodded her head as if to say, “See, I told you – I want Mary Lynn too.”

 

The curtains opened, and a nurse who looked to be in her late 40s with an air of confidence said to my Mom and me,“Hi, I am Mary Lynn. I will be doing your treatment today.”

I could see my Mom nod her head and smile behind her mask – “Oh good, I was hoping I would get you!”

Mary Lynn said“well, good cuz here I am!”

According to my Mom, Mary Lynn moved around my Mom with the assurance and skill to pop in the IV on the first try without pain.

After the treatment, my Mom said to Mary Lynn“You are a really good nurse. I hope I get you again.”

Mary Lynn said to my Mom, “Oh, thanks – I love my job, and I have been practicing a long time, so my IV skills are pretty good.”

My Mom said, ‘It shows.”

 

What can we learn from Mary Lynn?

 

CONFIDENCE makes people FEEL WELL CARED FOR AND SECURE!

 

How do you get “Confidence.”

By gaining KNOWLEDGE!

 

How do you gain knowledge in the post-acute space?

 

  • Read: Do you know…
    • Medicare Home Health Chapter 7 of the Benefits Policy Manual
    • The LCDs for your area?
    • Do you subscribe to the industry news?

 

  • TRAIN: Be like a champion!
    • Do you invest in your skills?
    • How do you measure your successes?

 

You do not MAGICALLY become an expert – you train to become one!

And then DO – Like Mary Lynn – you have to practice!

You can be the Post Acute Care Expert!

And just like Mary Lynn – people will “request” you when you can help them navigate the sea of providers!

Ready to train?

We got your path to become a Post Acute Care Expert – Join US!

 

Want to discover how YOU can become an expert? Click here to reserve time on Mike’s Calendar and he’ll show you the proven techniques that are helping agencies grow.

 

Together We Grow!

Melanie

There are two types of Marketers.

In the world of Home Health, Hospice, and In-Home Care, we see two types of Marketers.

There are Amateurs:

    • They fear cold calling.
    • They have call reluctance.
    • They wonder what to say and what frequency to visit an account.
    • They do not know who to call on.
    • When they go out in the field, they make 100s of “visits” but don’t get referrals.
    • They are unsure how to follow up.
    • They are unaware of how to not be a pest.
    • They rely on “hope” and rely on the idea that enough activity will get them “some” referrals.
    • Their referrals are not consistent. They can’t count on their pipeline to give them monthly results.
    • They always struggle.

Then there are Professionals:

    • These are the marketers who are the top producers.
    • They consistently get rewarded for their performance.
    • They have the confidence that others lack.
    • They love their jobs.
    • They are good at them.
    • They make investments into their marketing skillsets.
    • They understand they are a student of the “game.”  Like any sports athlete, they know they must study and scrimmage.
    • They don’t let their ego get in the way of their learning and personal growth.  Because they prioritize referral results over everything else, these people win over and over.

Amateur or Professional: Which one would you classify yourself or your sales team members?

An honest evaluation will help you understand where your sales efforts are currently and where they are going.

Consider these simple seven questions:

    1. Are you currently hitting your sales goals or at least making your minimums?
    2. How many new accounts did you visit in the last 30 days?
    3. What are the top three types of accounts you are most likely to get referrals from?
    4. Consider the last 3-5 referrals you received. Did those come from the same referral source? If not, how long has it been since you received a referral from that same referral source?
    5. Still considering the last 3-5 referrals, Do you have a follow-up protocol? Is it similar for each one?
    6. Would you say that your referral sources see you as an “extension” of their office? Do they look at you like a partner or a vendor?
    7. Besides this article, when was the last time you researched, studied, or trained to become a better salesperson?

After answering these questions, you should have some idea of where you may fit on the scale of Amateur to Professional. The key here is more than maintaining a few good relationships. Everything hinges on your ability to consistently evolve with a market that is going to change.

If the pandemic has taught us anything, it is that the industry absolutely will change. Maybe not today or tomorrow, but before you know it, you will need new methods and techniques to continue to stay on top. We have to evolve to make sure our success story doesn’t end during times of change but continues to thrive.

You may have noticed a subject that we never covered. Your tenure (how long you’ve been with your company). You see, being an amateur or a professional has NOTHING to do with the number of years you have been in the field.

It’s all about your ability to deliver a result.

 

Become a professional!

Click here to discover how with Mike.

 

Together We Grow!

Melanie

We made an appt for Mom at her PCP within seven days of her d/c from the hospital. That is just good practice.

He didn’t even know she was in the hospital until we called and talked with his nurse when Mom got home. So when I flew home the following Monday, we went into the PCP office.

He really is an excellent doctor. My Mom has been going to him for YEARS! My Mom has great confidence in him.

He completed a physical exam and reviewed her hospital discharge report. He kept asking Mom when did she get out of the hospital. She couldn’t remember. I couldn’t either. We managed to narrow it down to 2 days.

My brother had been with her during that time, so I texted him. The doctor found it on the paperwork, started counting on his fingers, and said, ” Okay, great, six days ago!”

…And then said:

“Alright, great, I can click this and say it was less than seven days ago.” And a light bulb went off – Transitional Care Management – TCM!

So I asked.

“Are you asking that for TCM?” He said. “I don’t know what that is, but if you click this button if the patient is in the office before seven days d/c, the billers are happy.”

What is Medicare Transitional Care Management (TCM)?

 

According to AAFP: Transitional Care Management (TCM) services address the hand-off period between the inpatient and community setting. After a hospitalization or other inpatient facility stay (e.g., in a skilled nursing facility), the patient may be dealing with a medical crisis, new diagnosis, or change in medication therapy. Family physicians often manage their patients’ transitional care.

TCM coding: 

 

The two CPT codes used to report TCM services are:

  • CPT code 99495 – moderate medical complexity requiring a face-to-face visit within 14 days of discharge
  • CPT code 99496 – high medical complexity requiring a face-to-face visit within seven days of discharge

 

If you have a patient or client discharged from the hospital, you can be a HUGE asset to that PCP to prompt them that their patient has been D/C’d from a hospital and may be eligible for TCM billing.

How many times do PCPs not even know a patient was in the hospital?

My Moms PCP didn’t know.

We called him!

Imagine all the bonus points you would get if you alerted your PCPs to patients or clients who have recently D/C’d so they could make that appointment in the office within 7 or 14 days from D/C?

You would be the HERO!

 

Isn’t that so cool!

We have a whole module on TCM and how to help position you as the agency of choice when you help your PCPs PRODUCE MORE REVENUE!

This is your time to be a true care partner!

Ready to go deeper in TCM?

Reach out to Mike and discover the module!

 

Together We Grow!

Melanie

Cheryl Peltekis, RN “The Solutionist”

As the calendar year draws to a rapid end, many of us are eager to have 2021 be in the rearview mirror. The fourth quarter is the time of the year that sales teams start to plan for the upcoming year.

Like most sales executives, you are focused on using the precious few selling days between now and year-end. Unfortunately, you are also tasked with creating your 2022 business development plans. Hopefully, this guide will help you make it with a little more ease.

The most important thing to know before anything else gets done is what you will be responsible for next year.

What is your mandate?

What are you accountable for accomplishing?

Are your bonuses structured for 2022?

What will make your boss pat you on the back and proclaim you are a rock star?

 

First things first, nail down the goals of your VP, CEO, CFO, COO (whatever the title you report to), so you understand what they expect from you!

    • What growth goals have been set for the company?

    • What part of the growth goals are you and your team are responsible for?

    • What services will be emphasized?

    • What markets will be targeted?

    • What major sales initiatives will be started in 2002?

 

Ideally, there is a well-structured plan or system for setting and hitting the company’s goals. A strong plan provides you with the direction to build action steps to hit 2022 goals. Once you have the goals set, you need to think about the overall framework for planning.

Start building your Strategy!

 

Strategy is all about how. It is how you are going to achieve those goals that are primarily dictated by your leadership. They could include things like:

    • Key Accounts to target

    • Growth percentages

    • Growing Gross Margins by seeking certain client / Patient types that have higher reimbursement

    • Improving public image by doing more community events

    • New products / program launch

 

Structure:  Structure follows Strategy. Structure describes the pieces related to how your sales resources will be organized, distributed, layered, and compensated.

    • Territory management and expansion

    • Inside sales development

    • Sales Budget

    • New and expansion business (Hunters/Farmers)

 

Sales:  This is where you want your most valuable resources, your clinical team, to benefit from the new business coming in the door.

This is the time of year to have your sales reps have a virtual meeting with the caregivers providing services in their market space and discuss what doctors do they want more patients from? What is the best facility for them to work with?

When you support growth where the clinical teams what to do business it is a win-win for everyone. You can also suggest that the sales executives take the clinicians out to meet the accounts! These meetings can be remarkably successful.

    • Training needs for 2022: consider new product training

    • Resources for 2022 such as promo items, marketing materials

    • Compensation and Quota setting for 2022

    • Reward and Recognition for 2022

 

People:  Your organization will succeed or fail based on the strength of your people. You need to plan on recruiting and retaining exceptional clinical talent. To hit growth projections, you need additional clinical team members to grow!

    • Recruitment Process Improvement Program

    • Retention Program and Committee

    • Allocation for the budget to include additional recruiting

    • Orientation programs that produce highly qualified staff

    • Ongoing personal development, training, and coaching

 

Process:  Process is at the heart of getting things done. A good process removes friction! Process is not a bad word.  Process makes getting to your goals easier.

As you start to think about next year, start looking around your organization and ask, are the current processes making things easier or more difficult? Could we make changes that would save us time? What needs an upgrade?

Stop and take the time to evaluate your existing processes and determine if they are going to help you achieve your goals or create another problem that needs to be fixed? Could you onboard 40 new employees a week? If you can’t answer that with a resounding YES, then you need to fix your onboarding system. (see our recruiting and retention program here)

Build Your Roadmap To Hitting Your Goals

# Step One:

Start by listing each category, Strategy, Structure, People, and Process. Under each category list the appropriate measures that apply in your organization.

# Step Two:

Scan down the list of measures and identify what components are currently out of alignment with your 2022 goals.  They are the ones you need to allocate more of your time to get them in alignment or you will set yourself up for failure.

# Step Three:

Now it is time to assess each of the problem areas based on some key metrics.

 

    • Complexity: Challenges are associated with timing, resources scarcity, or cultural barrier from within the organization’s leadership. Use a ranking system 1 – 10 where 1 is an easy fix, and 10 will require specific efforts and buy-in from all levels of the organization.
    • Impact: This refers to the positive effect this initiative would have on attaining your goals if time and energy were invested.  Here you are trying to assess how much benefit you would gain by focusing on this process issue. Again use 1-10 scale where 1 means focusing here would barely move the needle and 10 means it would significantly impact your year.

# Step Four:

This is the most challenging part of the planning. Since we all know there is never enough time or money to do everything we want, it’s time to prioritize all of your potential initiatives. Start at the top of your list and assign each potential initiative a letter grade of A, B, or C.

An “A” means this initiative is critical to your success, and you will unlikely reach your goal if this is not addressed.

A “B” means important but not essential, and “C” refers to something that, in all likelihood, will have to wait for another year.

 

Be careful here – the usual tendency is to rate most or every this as an “A”.

 

Unfortunately, you need to be brutally honest with yourself here. You may need to go back over the list a couple of times, but you should aim for an even distribution of As, Bx, and Cs.

 

I made you a quick spreadsheet that you can download and make your own. Download 2022 Business Development Guide Here!

# Step Five:

 Create the Plan: Goal #1

Initiative 1:
TACTICS LEAD/SUPPORT TIMELINE SUCCESS MEASURE
Initiative 2:
TACTICS LEAD/SUPPORT TIMELINE SUCCESS MEASURE

 

Execution is a systematic process of rigorously discussing how and what, questioning, tenaciously following through, and ensuring accountability.

It includes making assumptions about the business environment, assessing the organization’s capabilities, linking Strategy to operations and the people who are going to implement the Strategy. Synchronizing those people and their various disciplines and aligning rewards to outcomes.

It also includes mechanisms for changing assumptions as the environment changes and upgrading the company’s capabilities to meet the challenges of an ambitious strategy. In its most fundamental sense, execution is a systematic way of exposing reality and acting on it!

Be successful in 2022! Have a plan and execute it!  If you find that your plan includes having a sales team, don’t forget that we can be your sales manager!

Want to learn more email Mike@homecaresales.com or reach out to me directly at Cheryl@homecaresales.com.  We are here for you!

 

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”

As you know, I have been caring for my Mom and have been traveling quite a bit. I recently received an “unsolicited” voicemail on my phone.

Every time I get a voice message or email, I always look at it through the lens of being a marketer. As a business owner I think, “is this compelling to get me to call them back?”

As you know, Cheryl and I have been upgrading many of our proven Home Health, Home, and Hospice marketing educational messages to include “remote” voicemails and emails.

We work really hard to make the educational messages compelling, business relevant, and with integrity.

Back to the voicemail.

He left the following message:

“Hey, this is JW from HW office. I just had a quick question for you. So please give me a call back at xxx.xxx.xxxx.”

 

Now when I listened, I was not sure who this was.

Was he a client? Was he someone I met at a recent conference? I didn’t know.

But if he was a client or potential client, I wanted to get him the info he needed to move his business forward. I was at a doctor’s appointment with my Mom, and I went to the car to return the call.

He said:

“This is JW.”  I said, “Hello JW, this is Melanie Stover returning your phone call.”

 

JW: “Oh great, Melanie, a while back, you ordered our cards on how to overcome objections, and that’s just the start of what we have to offer. Tell me, how did you like the cards?”

 

(Challenge #1 – While he didn’t lie on the Voice Mail – he used vagueness and omission to get me to call him back)

Me: “Yes, I got your cards to thank you. They were interesting.”

JW: “Interesting. Hmmm. What industry are you in, Melanie?”

 

(Challenge #2 – JW didn’t bother to even google my name – smart prospecting is at the VERY least know SOMETHING about your prospect)

Me: “Healthcare- Home Health, Hospice, and In-Home Care.”

JW: “Huh. So you don’t sell anything, and you bought objection cards? Do you bill insurance?”

 

(Challenge #3 – Open-ended questions would have got him the correct answers or at least learned how he might position his services as a solution to any of my problems, but he asked a closed-ended, yes-or-no question)

Me: No, I do not bill insurance, but the agencies I work with do.

JW: “Ok yeah, well, I don’t know much about how healthcare works with sales. But we appreciate you ordering the cards. Hope you have a good day.”

 

(Challenge #4 – don’t throw in the towel. Ask me some good open-ended questions. I spent $30 with them previously – why not ask – how I was using them? If I didn’t like my purchase – What would have made them better?)

He missed so much opportunity to LEARN SOMETHING – EVEN IF I was NOT going to buy anything else. How many times do you think you have “left something on the table? And just walked away from an account.

That is why we have a specific script for Step 4, the Reveal Call – before you exit – you can ALWAYS learn something that might save this account OR help you at the following account!

Me: “You too.”

JW: “Bye”

Me: “Bye”

JW did a few things that turned me off right away. He was not getting my business because of it.

I was busy with my Mom I really didn’t want to take the time to return his call but didn’t want to chance that it was one of our clients.

So when I quickly realized it was a sales call, that didn’t feel good.

What could he have done instead?

We teach in our programs to gain interest and create a compelling valid business reason for calling back.

He used vagueness as his “reason to call back,” and that is not enough.

Here is the framework we teach:

  • WHO – Who are you, where are you from
  • WHAT – Reason for your call – Educational message
  • WHY – What’s in it for them
  • CTA – call to action for a callback

And do it all with INTEGRITY!

Is INTEGRITY a differentiator?

 

I would submit to you YES!

A Home Health Marketer, Hospice Liaison, or In-Home Care rep with integrity SAVES your referral sources TIME! And TIME IS MONEY!

JW is not saving me time. In fact, he COST me time when I should have been moving on to another appointment with my Mom.

How are your reps being perceived by your referral sources?

Do you know what voicemails your reps are leaving?

Do they have all the components of our framework?

Do you get callbacks from your VMs?

We have got the library of scripts and templates for you in our Roadmap to Referrals Program if you don’t. Click here to grab a time on Mikes’s calendar that will work for you to explore more!

Together We Grow!

Melanie

 

P.S. I might have been home for too long. The original subject line (for those in western PA) was “don’t be a jag like this guy.” But then I thought the rest of the country would have no idea what I was talking about! Go Stillers!

This week I am back at Mom’s, taking her to all her follow-up appts – it’s about one a day plus her Home Health visits.

The Home Health Nurse, OT, and PT are weaving around my Mom’s Dr’s schedule and doing a great job!

My Mom lives in a cape-cod style house where the whole upper floor is her bedroom, and she upgraded her bathroom a few years ago to her dream bathroom.

As you can imagine, her “patient-centered goal” is to get upstairs to sleep in her bedroom and use that bathroom.

 

However, since her daughter is an OT (that would be me, and she now refers to me as the taskmaster to all the healthcare professionals we have appts with :-0 ), she is in my childhood bedroom on the main floor using a transfer tub bench and a handheld shower that I had my brother install before she got home from the hospital.

This adaptation is “fine” with her now, but she wants to go upstairs in her own bed and her awesome shower.

But, she is limited right now. Standing in that awesome shower comes with risk. I don’t know who thought that tile would be a good idea, but just yesterday, I nearly bit it walking out – it’s SUPER slippy when wet!

She is limited, but she has a CLEAR OT and PT goal – upstairs, her own room, her own bathroom. She is learning new compensation techniques that will serve her in achieving her goal.

She will be there in no time. I see her getting stronger every day. My other brother Justin just got here today from AZ to take the ‘next shift” of “Mom helping” when I return home this weekend.

What does this have to do with you and marketing?

 

  1. COVID has made us “adapt” – pre COVID we marketed one way – “post-event” we have to market another way. Those who “adapted” the fastest reduced their time to get to their “goals” of more referrals.
  2. Compensation tactics and new skills. No one I know who is a home health marketer or hospice liaison wants to “remote” market only, but the skills they developed last year through using our sales email library in the Roadmap to Referrals gave them an edge. And this year, it’s just part of our fabric of marketing. We can go farther faster!
  3. CLEAR GOALS! What is your goal? The number. The timeframe. Speak it into existence. Give your goals LIFE! Mom is VERY clear about her goal. Upstairs in her room and using her fantastic bathroom. Because she is so clear – she will get there! And you will achieve your goals too when you are crystal clear on what success looks like for you!

 

Marketing for Home Health, Home Care, and Hospice is a journey. We are here at HCS to help you with a roadmap. Much like Mom’s OT and PT have a clinical pathway for her treatment plan, so can you. So if you are looking for a clear path to success, we have got your back – Roadmap to Referrals is your answer!

 

Jump on Mikes’s calendar, and he can show you the “on-ramp” to success!

Continuing adaptation is the key this year!

We would be honored to serve you – connect with Mike now!

 

Together we grow!

Remember, persistence pays off!

Melanie

Cheryl Peltekis, RN “The Solutionist”

Today I took a call from an owner who started out with this statement, “I’m at the end of my wits with my sales team.”

Yesterday the owner said something like, “I can’t help my sales representative get any further.”

Over the last month, I received several calls from owners who stated:

    • We never got our referrals back to Pre-Covid levels”

    • “I can’t help my team”

    • “I’m all out of ideas”

    • “I don’t have the time or energy to manage a sales team”

So many agencies feel the same way!

It is hard work to grow an organization. It is hard work even when you have a home health company and they get referrals from their own rehab centers.

Over the last year with Covid, many seniors opted not to replace that knee or hip and as a result, their facility beds were empty.  No self-referrals.

So their CEO’s call me and say:

    • My sales managers aren’t producing referrals anymore.

    • My sales reps can’t get in to see referral sources so how can they get referrals.

My answer is always the same.

Let Home Care Sales Manage your sales reps!

 

If you have a large team (over 5 reps) or a small team (4 and under) we have a sales management program that solves all your problems.

You see, we learned what works by doing it. We are able to support your team with sales management or sales support with our weekly sales messaging.

If they need training we got that too! Want to use some of your Covid dollars? Hire us to come on-site and teach our Covid proof sales process that delivers results. My company is one of the fastest-growing providers in my entire state! Our clients are growing by leaps and bounds!

If you are feeling frustrated by your salespeople let us take care of you!  Let us coach/train and manage for you at the fraction of what it would cost you to hire a full-time sales manager!

Email Mike@homecaresales.com or reach out to me directly at Cheryl@homecaresales.com.  We are here for you!

 

Keep Helping, Keep Serving,

Cheryl Pelekis, RN “The Solutionist”