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Does your staff say they “bleed your logo colors” like Michelle?

Today, I spoke with one of our favorite clients, and she stated that she “bled white and red” (her Home Health and Hospice logo colors). I’ve learned something from being from the south and living in the SEC.

(no, that is not the security exchange committee as I MISTAKENLY thought when I met my husband. It’s THE South Eastern Conference – you know which includes the NEW NATIONAL CHAMPIONS – Roll Tide! – but I digress…)

You come to understand passionate “team players,” and this rep is undoubtedly one of those “team players.”

You know the type: Never REALLY off even though she is on PTO, willing to get consents signed at 9 pm, and the list goes on and on. She has been with this agency for 12 years, so the question is, can you “build” a Michelle?

YES, YOU CAN! And if you can build one – then you can repeat it!

Wouldn’t that be AWESOME! Retention system at its FINEST!

 

Having team members stay at your agency for 12+ years (nurses, therapists, aides, caregivers, and marketers) all getting to know one another and how to work together in a silent, beautiful dance… All that institutional knowledge makes me giddy as a business owner! I WANT MORE OF THAT!

Here is one of the steps you need to take to “build” a Michelle on your team:

Team Member Profile – do you have one?

Now you are asking me what a team member profile is?

 

Part 1: It’s all about your team member!

Do you know:

  1. Work activities that they do and give them energy
  2. Work activities that take energy
  3. Things they avoid

 

Part 2: What is their behavioral type or Personality

Do you know:

  1. What is their “work love language.”
  2. What does their personality “like” that is the key to stickiness!

 

Do you know the answers to these questions of your direct reports? If not, start now!

We just dropped this form in our resources section of our CAM experience – if you would like to be part of the CAM FAM, reach out and have a conversation!

Click here to fill out the application and see if it’s the right fit for you!

Serving Seniors Together!

Melanie

 

 

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Are you 2 feet from DIAMONDS?

When I saw the image above on the internet, I thought, OMG, so many Home Care Owners and Executives look just like this! All are looking to grow their agency, putting in a tremendous amount of effort and trying a whole bunch of strategies.

Only to give up when they are inches away from their “next breakthrough,” stopping just short of the “diamonds.”

Most Home Care Owners, following their passion for helping people are a lot closer to reaching their goals than they might think.

Lord knows you have put in enough “work” to have the level of success you desire!

You need a “Map”! If you knew you were just inches away, you would keep going strong!

That “Map” is carefully crafted with The 5 Pillars of a Growth Agency.

Like any trip, Home Care growth is easier if you know what roads to take to get you to your destination.

One of our favorite CAM FAM (Caring Agency Mastermind Family) clients looked to us for some recruiting answers (maybe you are looking too). Growing was not a challenge for them. ( I have heard from 3 owners this week – 1 had to turn down 600 hours, another had 2 – 24/ 7 cases – you are NOT alone with this challenge!) Recruiting was the last Mastermind Meeting topic – as it is the most often reported item that is limiting their growth!

The owners in the CAM FAM stepped up and helped this owner gain more clarity on:

How to gain more applicants: 

Examples of Great Headlines for the job posting – Have you updated your postings since the pandemic? Not just new year new you!

How to get them to “show up” for the interview:

Timelines on responding to the applicant and coordinating interviews “where the applicant is,” i.e., online, zoom, messenger, phone, and coordinating in-person visits outside the office.

How to get the applicant to “show up” for the orientation and required training 

It starts at the “verbal offer” to make them “sticky.” What does your “Welcome Wagon” look like?

I am so grateful to have these owners be part of this mastermind where they share so freely their experience and tools that are working for them.

If you would like to have a conversation and see if you are the right fit, please fill out an application, and let’s get started! Our next meeting is this Thursday!

In-Service to Seniors!

Melanie

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5 Questions to Ask Yourself Before You Step Fully Into 2021

Happy New Year, HCS Family!

As we get ready to jump into 2021, it is also a perfect time to reflect.

One of my mentors in business asked me 5 questions. I found them insightful, and some of the answers surprised me as I had not posed that question to myself before that way. Today I want to share the gift forward.

Take a minute and think about your answers; my mentor suggested writing out the answers to give you space to really reflect.

 

Here are the 5 questions:

1.  What are you tolerating in your business that you shouldn’t anymore? And why?

 

We all tolerate things in our business, staff members who don’t produce as much as we believe they should, not knowing our numbers as we should, not hiring a salesperson because we are afraid to make the wrong choice, so we stay “stuck” in place.

The first part of this question is usually easy to answer. For me, it was. I could quickly identify what I “tolerate” in my business that I should not.

The second part of this question was a little “harder.” Why did I tolerate this? Working so much, trying to hold it all together, trying to serve everyone else and not disappoint clients sometimes leaves our business “last.” Why do you tolerate your issue?

 

2.  What do you want to do in your business that you have been putting off?

 

You have business goals. You want to grow, open a new office, or add staff, but you have been putting it off?

What do you need to do to get to the next level?

 

3.  Who do you need to forgive, and what do you need to forgive them on? So you can move forward (yourself is an option)

 

This was a question I was not prepared for. He asked who I needed to forgive to move forward, my parents, spouse, an old business partner, clients, or even myself. I felt like I didn’t need to forgive anyone for my business to move forward, but when he said myself was an option – that hit home. Perfection is the enemy of good. Time to forgive! Who do you need to forgive to move forward?

4.  “Why haven’t you got “_______________”. Fill in your desired result or outcome, and what is stopping you from your own success?

 

This is another “stop in your tracks” question.

You know yourself better than anyone else in this world. You also know why you haven’t achieved the outcome you wanted and what is standing in your way (hint it often our own limiting beliefs such as I can’t manage a sales rep –or I cant market to hospitals – Don’t let that stop you we can help give you the tools!)

 

5.  What would a breakthrough look like for you? Describe it. What would it mean for you? Why do you want to have a breakthrough this year?

 

This was a great question because often, when discussing goals with an owner or marketer, they will say, “I need to grow,” But what does that mean? You need to be specific and know your “why” to get the emotion behind the breakthrough or goal!

 

Get curious – get deep with this! This IS your time!

 

1st Step: Become aware

Once you become aware, you can change your behavior, and if you need tools or skills for marketing and selling in-home care, home health, or hospice, Home Care Sales has your back!

2021 is a NEW year and time for a NEW YOU!

Be expansive and in growth mode!

This is your time to take it to the next level!

 

Happy New Year!

Melanie

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The 7 Reasons you will want to join CAM

 

“If you have an apple and I have an apple, and we exchange these apples, then you and I will still each have one apple. But if you have an idea and I have an idea, and we exchange these ideas, then each of us will have two ideas.”

– George Bernard Shaw.

Reason 1: New Business Ideas 

One of the biggest challenges of working in your business is holding on so tight to the rung of the “ladder” that you are on you can’t even let go to reach up to the next rung and go higher!

CAM is designed to give you a different perspective. Allowing you to reach up and grab that next rung!

To be in the same space with all this superior brainpower leads to your best new ideas!

Reason 2: THINK BIGGER

One of the most significant benefits of CAM is “seeing” yourself next year! When you see another agency owner making great strides or launching a new service and KILLING IT! You will want that for yourself and KNOW IT IS POSSIBLE!

Reason 3: When you’re the boss…

Well, you work on what you “have to” – not perhaps what you need to move your business forward.

As a business owner, distraction is stunting your growth. You need clarity and FOCUS! CAM offers you the ability to come back to your purpose and focus on the agreed-upon next steps!

Reason 4: Follow Through 

How many times have you said to yourself, “I am going to do ____________ for my business.” And it slips month after month – well… NO MORE!  You always get more done when you commit to others, and you show up to the next meeting with the action item COMPLETED!

Reason 5: Encouragement and Self Care

As owners, it’s all on you. Having a “team” a “peer group” encourage you and support you in self-care is just the “shot” you need to “Keep Going” during those times when you are “down.” It’s like having your own “fan club” of other agency owners!

Reason 6: Contribution

Helping other agency owners. You didn’t get this far without learning some lessons, and you could save one of your colleague’s years of struggle and thousands of dollars!

Reason 7: Connection

Whew, it’s LONELY out here as an agency owner! The best part about CAM? The CAM FAM! Agency owners and executives just like you who understand the pain and frustration and the JOY of caring for staff and clients!

COVID put the spotlight on us in home-based services now; let’s leverage that attention!

 

Serve more Seniors!

Melanie

P.S.Do you want this for you? We invite you to have a conversation with Cheryl and me to see if this is the right fit for you! 

Click here to fill out the application, and let’s start the conversation! 

 

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Marketers are the new recruiters?

This week was our Home Health and Home Care Marketing Mastermind week with one of our clients.

This is a specific format we run with the teams we consult for to collaborate on growth strategies.

In 8 mins, the Agency team member gets solutions to challenges from Marketing and Operational leadership.

The closer you are to the work, the more tangible the solutions are.

This week the #1 challenge that was brought to the table: staffing

 

Perhaps you are in this position too.

One office reported over 25 referrals could not be filled.

YIKES!

That STINGS!

How are you, as a salesperson, going to make a quota?

How are you, as an owner, going to make revenue goals?

 

This is the current situation with many of our clients. Their marketing is “dialed in,” and now they are struggling with staffing.

…And COVID is NOT helping this situation! Agencies are constantly dealing with staff on quarantine and others out sick.

This agency is hiring but not fast enough to “plug the hole” of staff placed on leave.

This challenge is not new to us. Recruiting and retention is a big part of our new owner’s program: Caring Agency Mastermind (CAM).

How can we improve our recruiting and retention?

 

The focus of this Marketing Mastermind for this agency we serve as facilitators for their marketers was “How do we help” as sales reps. How can we be part of the solution?

CCRC – LOL Not the BAND or Continuing Care Retirement Community – but it’s an excellent way to remember!

Creedence Clearwater Revival

Community: Marketers are super connected – let’s use it! Time to give them jpegs for posting, emailing, and texting out into the community where they have contacts.

Current Staff: Yes, we all have referral bonuses but have your highlighted them lately? Often our staff forgets because they are so busy picking up shifts or visits due to colleagues being out.

Referral Sources: Our referral source, some of them are looking for work. Yes, it’s true.

Just this week, one of the nurses at the hospital reported she doesn’t have enough hrs for full time because her unit is shut down waiting on COVID overflow. She is HUNGRY for work and has worked with Home Health in the past. This might be a perfect fit. Just don’t assume everyone has the hours they need or want.

College: The college “job fairs” might be on hold but not the virtual job boards and advisors are still looking to help students. It’s an excellent time to look at your “school” strategy.

Nothing is more frustrating than not having enough staff. From a marketing perspective, I just want to cry!

 

But your Marketers can help!

In our Caring Agency Mastermind program, we give folks all the tools and ideas they need to engage ALL staff to contribute to help them find a team.

If you want more tools and ideas to solve your staffing challenges, join us

Apply here to see if you are the right fit!

Keep Serving Seniors!

Melanie

P.S. Your Marketing Team IS part of the SOLUTION for recruiting and retention – Want to discover how? Click here to apply and have a discussion.

 

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What is a Mastermind Group?

Andrew Carnegie had a mastermind group. So did Henry Ford.

Ford would mastermind with Thomas Edison, Harvey Firestone, and others.

The mastermind group can focus unique energy on your effort or challenge in the form of knowledge, resources, and energy.

As the individual must “do the work” of becoming a “success,” a mastermind group can harness the focus behind your success.

Mastermind definition according to Jack Canfield:

“The definition of a Mastermind Group is simple. A mastermind group is made up of people who come together on a regular basis—weekly, biweekly, or monthly—to share ideas, thoughts, information, feedback, contacts, and resources.

By getting the perspective, knowledge, experience, and resources of others in the group, not only can you greatly expand your own limited view of the world, but you can also advance your own goals and projects more quickly.

They’ve been used by some of the most successful people throughout history.
We all know that two heads are better than one when it comes to solving a problem or creating a result.

So, imagine having a permanent group of people who meet regularly for the purpose of problem-solving, brainstorming, networking, encouraging and motivating each other, and holding each other accountable to taking action to achieve their goals.

A mastermind group can be composed of people from your own industry or profession—or people from different walks of life.

It can focus on business issues, personal issues, or both. But for a mastermind group to be powerfully effective, people must be comfortable enough with each other, to tell the truth.”

 

Cheryl and I are curating a new mastermind group.

Caring Agency Mastermind CAM for short!

We are looking for owners and leaders who want to be part of a community and collaborate!

Here are great reasons to consider having a discussion about joining the CAM FAM!

    1. New Learning
    2. Cross Promotion
    3. Extend Your Network
    4. Think BIGGER!

If you would like to discuss if the CAM FAM is a right fit for you, click here to fill out the application and schedule a time to talk to Cheryl or Melanie

Click the application below and let’s have a conversation!

Join the CAM FAM!

Melanie

P.S. This year we are focusing on the 5 pillars of success for agencies AND we are “scheduling” FUN! Because we ALL need more fun! Click here to apply!

 

 

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COVID: The Great Rep Filter

As cases spike, more and more accounts are going into “lockdown.”

…But some reps are still getting in. Why are some reps allowed in, and others are being told that due to COVID, they are not allowed in at the same accounts?

I spoke with one of our favorite Home Health reps, and I asked her, “how are you doing? The cases in your area are rising, and your governor is considering restrictions again. How are you making it in this time?”

This rep (Stacy) is really great! She has been serving her accounts for the last 7 years with this agency.

She is also known for her “iron grip control” over her “good” orthopedic accounts. She is very protective of these accounts, and rightfully so – over this year, her best account referred her over 200 patients!

Stacy told me this. “I have been in contact with my doctors, nurse practioners, and surgery schedulers via text until about 3 months ago. Then, they started to invite me in again. So I can just go in like normal now, but that’s not true for all reps.”

When I asked her why she said. “They use COVID as an excuse to not let in the reps they don’t like or don’t know.”

And there is was COVID, the great rep filter!

I thought this was going to happen. All those reps who made “lazy” sales calls. To “just check-in” or “Checking to see if you had a referral”…. “Just got the boot.”

Today, now more than ever, your reps have to have a valid business reason for calling! They MUST have a sales message of the week that identifies high-value patients or clients for you and MUST be relevant to your referral sources!

Another one of our favorite reps, Lacy, reported she feels a deeper connection with her referral sources than pre-COVID. I asked what she attributes that sense of connection. Besides the fact that Lacy is a FANTASTIC rep, and her relationships were rock solid pre-COVID.

She shared that social workers have had more time to talk on the phone. Without the distraction of all the other reps, “dropping in,” they spent 10-20 mins with her on the phone, sharing and connecting.

What can we learn from these experiences?

  1. There is value in developing relationships even when you are “remote” Stacy used text, Lacy used the phone.
  2. When you offer value – you will “get through the filter.”

If you are being “filtered out,” think about ways you can offer something different – in the form of education or connection. Make sure you have a valid business reason for reaching out.

COVID is a pattern disruptor – and it allows us to rethink EVERYTHING!

If you are struggling to be heard…

If you are being “filtered.”

Time to skill up!

Get your weekly sales messaging on point!

Sign up for the RoadMap of Referrals today!

Serving more seniors together!
Melanie

P.S. Are you being filtered out? YOU ARE THE HOME CARE EXPERT! Let us show you how to get through and be heard. Click here to get on Mike’s calendar for a tour of the system.

 

 

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Paint Eater – what is that – and what does it have to do with marketing?

Hurricane Sally came to visit us a few weeks back and left some damage.

While I am not a fabulous home improvement chick, I decided to tackle some of the repairs and paint myself.

A fair bit of it was beyond my skillset, so I recruited my brother to help.

My brother Justin is a solid woodworker, so I asked him to help me repair some of the soffit on my roof.

While Justin set up a shop to replace some wood, I went about my painting prep. Power wash, scrape, sand with 80 grit, then finer, wipe off the boards, caulk, tape, and then paint.

My brother was working on another side of the house and came over to ask me a question when I was prepping. He took one look at me and said:

“Hey Sis, do you know there is a tool called a “paint eater?”

 

Hmmmmm, Nope!

I have never heard of it, but it sounds like you think it is something I could use.

He said – “How long did it take you to get to this point?” I told him I got 8 hours into this section, and I am about to paint, so maybe another 3 hours more?

Justin said, “Oh man, Sis, I wish I would have known I would have let you borrow my paint eater that prep work would have been done in 2 hours.”

“You are working WAY too hard for the same result.”

 

Well, darn it – here I was working my tail off working HARDER, not SMARTER because I didn’t know there was a tool available.

Justin let me borrow his paint eater on the next section of the house, and wouldn’t you know it – he was right!

This tool allowed me to do the next area of the house in 2 HOURS! OMG! This was AMAZING! Prep time slashed and straight away to taping, and painting! SUPER STREAMLINED!

It looks AWESOME! With less than ½ the time it took me on the other side of the house!

That’s when it hit me: IT’S ALL ABOUT HAVING THE RIGHT TOOLS!

 

When you have the right tools – man, you just get it DONE!

No time wasted – Straight away to the result!

It’s just like Marketing in Home Care, Home Health, and Hospice.

You may not know there is a tool that can help you compress time and increase your results.

There is! We made it just for you! Roadmap of Referrals!

When you have the right tools, you go straight away to sharing your weekly sales message that resonates and asking the Home Care Sales Trigger™ questions that get you a referral!

Think of Cheryl and me as your “Sisters” who share their knowledge with you so that you have the edge!

Which will allow you to achieve your goals faster!

If you want to go faster- Jump on Mike’s calendarand take a tour of our tools that will make your life so much easier!

 

Serve More Seniors Together!!

Melanie

P.S. What is your favorite tool? Go to our Facebook page and share your favorite tool!

 

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Marketing and Sales Lessons from my 7-year-old twins on Halloween

Halloween was just a week ago.

I know it seems like FOREVER ago, but only a week.

My twins are 7, and they are really into Halloween.

Don was DJ Marshmallow (I know he is a pretty big deal. You will have to google it later)

Dylan was Harry Potter.

We live in a quiet neighborhood on the golf course with about 25 houses. Most owners are seniors, and 5 of us families who have kids. We didn’t know if anyone would be “doing” treat or treat this year, but we thought, well, let’s try it and see!

About 75% of the houses didn’t have their lights on – the universal signal that “we don’t have candy for you,” so it was a little dark, and because I am not winning Mother of the Year, I forgot a flashlight.

Dylan said to me:

“Mom, I love Halloween but being out here in the dark – I am scared. You are not scared of the dark, and I want to walk with you.”

I told him “Dylan – I am here with Don and you, and it’s OK – I wouldn’t let anything happen to you. So just walk beside me instead of running ahead with your brother.”

Sales Lesson #1: You are always braver when you know someone has “done this before” and was “OK.” Follow the plan. We lay out our marketers’ plans months in advance. We have been down this road and we know it produces referrals! It will for you too! Confidence!

We finally came to some houses with tables outside with bowls of candy, and the neighbors were sitting in rocking chairs on the porch. The boys were so excited. Earlier in the day, we talked about manners and to say “Thank you” when they gave you candy. Don stepped up right away – took one piece of candy and said, “Thank you!” and went off skipping.

Dylan was timider. “He said, Mom- they are so far away – do I have to say Thank you?” I said – Yes, just like we practiced but LOUDLY so they can hear! To which he did, “THANK YOU!” And the neighbors yelled back – “Your Welcome.”

Sales Lesson Number #2: When you practice what you will say – It is EASY, and you can make modifications on the fly when you know the structure! Weekly Sales Messages are KEY- knowing what you are going to say BEFORE you walk in the door or pick up the phone – is key to your success!

Once we got home, of course, the big Halloween Candy Trade began.

2 Laffy Taffys for 1 snicker – 2 Twix for 2 boxes of Milk duds the trades went on and on.

Which brings us to Sales lesson #3: Know your Ideal Patient Type. We all have our “sweet spot.” The patients and clients we LOVE to work with AND are good for the agency. OWN it!

These kids had no problem saying I want “snickers” you need to own it too. “We specialize in Parkinsons! Which Parkinsons patient is struggling with ADLs?”

With all that is going on in the world, it was great for one night to have some semblance of “normal.”

 

It was good for the kids and our senior neighbors who stayed socially distanced but got to see and interact with the kids plus all those cool costumes!

Wishing you a Bountiful November! I hope you had some fun during Halloween!

Keep serving seniors!

Melanie

P.S. If you are looking for a “plan” we got it! Click here to find a time on Mike’s calendar that works for you and he can show you the system!

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3 Secrets for Double-Digit Growth Year Over Year 2019 vs. 2020

We just buttoned up Quarterly Business Reviews and Plans with one of our Mastermind clients.

EVERY Marketer grew their office double digits year over year for quarter 3 2019 vs. quarter 3 2020! The Marketers for this agency have a strong finish to the end of 2020.

I couldn’t be more proud of them and their willingness to pivot HARD and achieve results better than 2019 (2019 was a solid year, too!). This agency has not let COVID and the lack of access nor the lack of staff (due to quarantine) slow them down!

I asked each Marketer the same question during our zoom meeting:

“What do you attribute your success to during the 3rd Quarter?”

Here are the 3 Secrets that I heard:

1. Delivering Value EVEN when working from home!

How do you deliver Value when you are remote? There were many questions early in COVID – Could they do it? Would their referral sources accept them being “remote”? They said I am not a copywriter. They needed a lot of support to be confident in reaching out via phone, email, text, video. Following the structure of the Inside Sales Process and RoadMap of Referrals gave them the tools to each week go out and deliver value in the form of education and high-value patient targeting. Using the Home Care Sales Trigger Questions on the Quick Reference cards to reach in and get the ideal referral on caseload NOW!

2. Showing up: Consistency in reaching out – even when it feels like “no one is listening.”

One of the reps said, “It feels like sometimes I am talking to the wall” Voicemail that delivers a sales message of the week is fantastic but not getting a return call or feedback is hard. What is great is when you do connect, the referral source says – “Oh, I loved that email about Mrs. Jones and her Parkinson’s that sounded just like my mom.” It’s WAY BETTER when that is coupled with a referral!

3. Drill it: Education and Motivation every day!

Another rep shared her story of the funk she found herself in a couple of weeks ago. She was tired; a few of her friends had actually died from COVID. She was concerned for her mother, who is elderly. She said:

“I had to take a hard look at how I would pick myself up and get motivated again and the way I decided to do that is to INVEST in MYSELF! I decided every morning I was going to get up and log onto HomeCareSalesPro.com and do a Lesson. When I do a lesson, I FEEL CONFIDENT! And CONFIDENCE SELLS! SO TRUE!”

What does this success in the numbers look like for this agency?

 

 

Over $110,000+ in profit increase in Q3 2020 vs Q3 2019

Which owner would like that profit over the last 90 days!

Which marketer would like that bonus check?

We ALL would!

 

You want momentum like this too! YOU CAN!

Join us for an exclusive FREE webinar:

The Blueprint – The Top 3 COVID Driven priorities for sales leaders to Gain Referrals

Set yourself up for SUCCESS! FINISH 2020 STRONG!

Register today! Click here!

See you there!

Melanie

P.S. This is your chance to help more people. Get your blueprint and set yourself up for success! Click here and sign up NOW!

P.S.S. You want to be part of the Mastermind and connect with other high-quality owners like this agency’s owners? Click here and lets have a discussion!

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