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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

Good news 21 days later, Mom is home, AND she has a Home Health Nurse, PT, and OT!

 

Yeah! Persistence pays off!

 

When I last left you, Mom was back in the hospital; her platelet count was rising, and we were in a little bit of a panic.

 

Her platelets were over 2 million, and we were a little nervous.

 

More pheresis, more medication, and one super scary A fib incident where her heart rate was over 165 laying in bed.

Mom was on the “ortho” floor. Why?

 

Because that is where a free bed was in the pandemic and you take what you can get! Her nurse Sara was super! She was not cardiac or from hematology, but she was knowledgeable, had an excellent bedside manner, and knew that she needed to get back up when the monitors went a little wacky with my Mom’s A-Fib.

 

So she called the critical care team.

 

According to my Mom, the critical care team came flying in to get her condition under control while Sara waved at my Mom and gave her the thumbs-up sign through the window. My Mom reported she thought she would meet God and come back to tell us about it, and Sara was an angel encouraging her to “stay with her.”

 

The care team got my Mom’s cardiac condition under control in about an hour. And then my Mom texted me and said, “Well, I guess it was not my time. I am still here!”

 

 

That was a heck of a text message. I am grateful she was in the hospital, and she was able to be cared for by the nurses and doctors so quickly.

 

This time Sara, my Mom’s nurse, identified early that my Mom needed PT and OT. She requested PT and OT bedside. After 4 Pheresis later and medication adjustments, Mom was ready to D/C!

 

And without prompting – the hospital Ordered Home Health!

 

(Of Course, it helped that Interim of Western PA knew precisely where my Mom was and was following up. As I had emailed them to tell them not to come out to assess as my Mom had gone back into the hospital before they could even get out there!)

 

Great news! And now I get to tell you how professional and kind the nurses and therapists were for my Mom!

 

With my Mom’s platelets being dramatically reduced to about 550k, she is much more functional. However, she is weak and still a fall risk. She has a new diagnosis of Afib and new medication. My brother and I will take turns taking her to her appointments, but she is looking ‘more like her old self” than I have seen her in a long time.

 

The nurses are helping her understand her disease process and educating her on “what pill to take when.”

 

The therapists are helping her get stronger and increase her endurance. They are also helping her understand the limitations and compensation techniques to be independent in the home. In addition, we have activated a telemonitoring device, Pro-Health, from ECG to be safe, and I can monitor her vital signs from afar.

 

As one of our favorite coaches, Michelle, reminds us, “It takes a team”!

 

I am grateful to everyone on my Mom’s care team for helping us get her back to her home.

 

Her patient-centered goal is to get “back to dancing.” – Hopefully, soon, I will be writing a blog about how Mom is dancing again!

 

Marketing lessons learned from Moms readmission:

 

  • Persistence pays off! Man, did I fight for my Mom to have Home Health. It boggles my mind how much effort I had to put forth to get mom home health. Patient advocacy is what we do every day.

 

This was a HUGE reminder that our referral sources are doing the best they can – in unusual conditions during this pandemic. They are tired. We are not top of mind which is why you have to CONSISTENTLY be out there sharing your message of Home Care, Home Health, and Hospice!

 

  • Get help when you need it! Sara (bless her heart) was an ortho nurse. However, due to the hospital being full, she had my Mom – a cardiac / hematology patient. When she didn’t know what to do, she called in the critical care team!

 

As a home care marketer, home health liaison, or hospice representative, there are PLENTY of times when you don’t know how to approach an account or get past the gatekeeper. Think of us as your Critical Care Team!

 

  • We got your back here at HCS!

 

Remember, persistence pays off!

Melanie

 

P.S. Do you need Home Care Sales as your Critical Care Team? We got you covered. Click Here to -> Set up a time with Mike for a free consultation and discover how you can go from challenged to champion in just 90 days!

The last time I wrote, Mom was out of the hospital after ten days.

 

I left my brother in charge at her house. (What could go wrong?) While I flew to Orlando to be a Keynote Speaker for the Assisting Hands annual conference (Thank you for trusting me with your stage and agency owners!)

 

As my best friend from OT school says, “As the oldest daughter – we are always in the pole position,” and so my quest for Home Health for my Mom continued even on the road.

 

I am happy to say the power of an excellent Home Health agency got me to exactly who I needed to help me.

 

As you know, I had already emailed Interim of (Western PA) Meadville and Erie as their VP is a long-time client and friend. She also is who I email when I need “help” for my family in the area. Interim Erie, their leader Heather shared with me via an email exchange on Saturday: “Oh, your Mom goes to Dr. H? His SW Anne is lovely!” So, as a marketer, I knew exactly what to do now – I had a name!

 

I called Dr. H’s office first thing Monday and left a message for Anne to contact me – which she did. I introduced myself and shared that I was requesting Home Health for my Mom. I shared my Mom’s physical limitations and her medication confusion with her. Anne reported she would request an order from Dr. H, and he would be seeing my Mom that day so that it would be perfect.

 

When my Mom went to see Dr. H during the visit, my brother asked about Home Health, and the Dr reported, “I will review the request.” My brother reported back to me, and I almost flipped a lid again. I had to practice my deep breathing exercises. But this time, I didn’t even have to make a phone call. The next thing I saw come in was an email from Interim reporting Dr. H sent over the order for Home Health! YEAH!

 

I was so happy! Interim was scheduled to come the next day! VICTORY for Home Health services for MOM!

 

I wish I could tell you the rest of the story about how extraordinarily the agency’s clinicians are (and they are!). But, unfortunately, Mom’s platelet count is up, which means she is headed back to the hospital as I write this blog.

 

Lessons learned for marketing:

    1. Don’t give up-you are a patient ADVOCATE – if the patient needs to help, it’s your moral obligation to help them.
    2. Get a name and use it – in this case, one of my favorite Home Health teams knew the name of the Social Worker that I needed to get in touch with – could I have found Anne on my own most likely, but it saved me time, and I was able to get an ally in my quest for Home Health.
    3. I didn’t include this in my story above – I used the TADA call structure for my discussion with Ann, the Social Worker from the High-Performance Sales Process – we can talk about that another day.
    4. You are making a difference in the lives that you serve!

 

Thank you for all your efforts in getting people the care they deserve!

Education is the key – most medical professionals don’t honestly know what you do – they just refer to the most obvious cases. You are there to provide more depth and subtle shades of who is appropriate for your services.

 

This is YOUR TIME TO SHINE!

 

Be the:

EDUCATOR

PATIENT ADVOCATE

THE HOME CARE EXPERT

That you are!

 

Keep shining bright!

Melanie

 

P.S. Want the TADA sales call structure that I used with Anne? Set up a time with Mike that works for you to review the High-Performance Sales Academy!

Last Thursday, I woke up at 6 am to a text…

“Mel. I have chest pains, and I am headed to the ER.”

 

She wrote to me at 4:45 am

I jumped out of bed and text her back:

“Mom, what’s going on? Where are you? What is your diagnosis?”

I woke up my husband and said, “I think I need to fly to my mom’s. Can you get the kids ready for school?”

Of course, he said yes, and I immediately went packing and looking for the next flight to make it to the airport on time.

I booked a 10 am flight and raced to the airport.

As I was going through security, my phone rang. I could see it was my Mothers phone number. I quickly made my way through the line and answered the phone.

“Mom – how are you? What’s going on?”

 

She sweetly said, “Well, I thought I was having a heart attack, but I am not.” I said, “OK, I am at the airport, and I will be home by 3 pm,” She said. “Oh, Melanie – Don’t come; you have so much going on, plus today was the day that my five college roommates were coming to your house for our 70th birthday party celebration.”

This is true! Her five roommates from college get together every year and have a girls’ week.

In 2020 they were supposed to celebrate their 70th birthday by going to New Orleans and visiting me, but COVID stopped that. So they rescheduled it starting last Thursday. (see the picture – my Mom is in the blue dress)

I told my Mom – I was at the airport, and I was coming home. My husband Chris and my boys were going to have to be in charge of the 70-year-old birthday party for the ladies.

I flew home and drove to the hospital. They said she presented clinically like she had sepsis. Then she had an extremely high heart rate of 160 while lying in bed.

She went into a fib at least twice and had some irregular rhythms. But, the most concerning part? Her palette count was through the roof. The normal count was about 400k.  Moms’ count was 1.3 and on the move. She would hit a high of 2.3 during her stay.

In all, she spent ten days at the hospital. Finally, on the 9th day, she was “stable.” My brother came in to switch out with me and get ready to “take mom home.”

Before I left the University Hospital – where she received excellent care – I told my Mom, “please make sure you request Home Health before you leave.”

Mom is a traditional Medicare patient with VA secondary. She had a new cardiac diagnosis, new medications, she could only walk 25 ft, and it would wipe her out. She was weak and debilitated. She was unsteady in her gait, and even her bed mobility was a challenge.

As I boarded a plane to go home, Mom texted me, “The nurse says I can’t have Home Health because I didn’t come in here with it.”

So as I sit in 19 A headed to ATL – I am thinking, “WTH? This makes zero sense!”

 

So after a few deep breathing exercises, I called the nurses station when I landed in ATL. I asked the nurse if I could please request Home Health for my Mom, and she said, well, you need to speak with the social worker.

So I asked if I could be transferred. The social worker was kind and said she would ask for an order. And then I got to say the words that are always told to us – “and our patient choice is Interim out of Meadville. We have used them in the past, and I request we are referred to them again.”

She said she would pass the information along to the case manager, and I hung up the phone. I texted my brother and mother that we are in business! She would get Home Health!

I felt good about having a 2nd pair of eyes on my Mom as I sat down on my 2nd flight.

When I landed and turned on my phone, I saw a text from my Mom.

“The doctor came in and said that I am functional and there is no need for Home Health, so he will not write the order. Because I will not qualify.”

 

As my blood pressure began to rise – I asked my Mom:

 

“Did he ask you how many stairs to the entry of the house?”

“Did he ask you if you had a bathroom on the 1st floor?”

“Does he know your bedroom is upstairs?”

“Why, if you de sat into the 80s at nighttime, is that is not a concern?”

 

Of course, the answer is no to all of my questions.

 

Mom has always been the glass-is-half-full type of lady. So consistently, when the staff asked, “How are you feeling” she said, “Great! I feel great!” However, the OT in me (who sat at the bedside for eight days) watched her struggle with bed mobility, ambulation, SOB with activity, and knew better. I assumed that home health would be a given.

Seriously, why would a doctor not order Home Health when a family requested it?

 

How does he know my mother would not qualify?

I am still super mad I was not there. It makes me crazy when a physician who has spent no more than 8 mins a day with a patient believes they know what would qualify for Home Health. I asked my Mom which doctor it was so I could discuss it with him, and she said, “Melanie, just let it go.”

My Mom is not safe at home alone.

She is weak.

She is a fall risk.

She already has needed to be prompted to take her medication by my brother and she doesn’t understand her new beta-blocker or blood thinner.

Why does she need to take them?

*She thinks they are blood pressure medication, and she “doesn’t have blood pressure issues.”

She cannot independently get out of a car.

This personal story is once again a reminder we as marketers MUST ADVOCATE for the patient.

 

The doctors and nurses, while well-meaning, are making some terrible assumptions! I am afraid I made similar assumptions before I became a home health clinician. Functional at the hospital doesn’t mean functional at home.

We MUST continue to educate.

And ADVOCATE for patients just like my Mom who, without my brother, would be back in the hospital today.

This is our MISSION – to get care for everyone who deserves it!

Your care!

 

Keep educating!

Together We Grow

Melanie

 

P.S. – Don’t worry, a call to her PCP is next!

Last week here on the gulf coast, we got hit by Ida.

 

I live about 130 miles from New Orleans on the AL coast. We prepared for Ida, but she only gave us rain.

 

One of our favorite old clients serves New Orleans and the Northshore. My history with them goes back 16yrs when the owner, a nurse, Ms. Lenora, called me three days after Katrina hit and said.

“I have lost so many patients. I have to rebuild. Will you help me?”

 

At that time, I lived in Miami, and I was no stranger to hurricanes, but Katrina was a big one, and I was happy to help.

 

I spent the next 3 years helping Ms. Lenora, her son Richard, and her brother-in-law Norman rebuild their agency. It was one of the most challenging times of my marketing career.

 

We “marketed” to doctors who were in makeshift offices in the Lord and Taylor budling. The nurses treated patients under bridges because their homes were not safe.

 

To say it was challenging is an understatement. Ms. Lenora had grit. She built that agency from the ground up, and she was determined to make it again…And she did.

 

When my contract ended as an “Outsourced Sales Manager” after the 3 yrs, she had her full census back to 300 patients and opened her Hospice.

Image from NBC. All rights reserved.

I have worked on and off for this family for the last 16 yrs helping them grow their agency. Ms. Lenora recently passed, and her son Richard asked me for help again to grow his agency.

 

His team is impressive and embraced the structure of the High-Performance Sales Process and the Roadmap to Referrals. When they were engaged in the sales programs with the help of one of the best operators I have ever worked with, their Director of Nursing, Elizabeth, they achieved record admissions.

 

In May, Richard sold the agency to a large national company. And while we do not work with their team currently, when I saw Ida heading their way  – and on the anniversary of Katrina – well, my heart sank.

 

All those patients in their homes. The thought sends shivers down my spine. I text Elizabeth and asked her how they were and could I help? Unfortunately, they didn’t have electricity.  The utilities reported it could be upwards of 4 wks before power would be restored.

 

She had a generator, and she was “ok.”

 

I asked about patients. She said all patients were accounted for! Whew – we have come a long way in our emergency preparedness programs since Katrina and Ida put them to the test again!

But still four weeks without electricity. Can you imagine? It’s currently 89 degrees and 90% humidity. It’s hot…and what about food and water?

 

Many organizations are coming to NOLA and bringing food, water, bug spray (yes, there are a TON of bugs), toilet paper, baby wipes, gas, etc. Our local American Legion is a donation center, and my boys and I cleaned out our pantry for all nonperishable items and went shopping for bug spray and water.

 

My heart goes out to the nurses and therapists who see patients every day even though their own homes and lives have been damaged. Caring for seniors is their calling. The determination and caring of this community are overwhelming.

Thank you to everyone who is donating time, supplies, and money to help these patients and clinicians.

 

We love NOLA – it’s a great city!

 

Keep safe, and thank you for continuing to serve seniors!

 

Melanie

P.S. If you would like to “do something,” this organization has been extremely helpful in the area and acts quickly to respond to the food needs of the community.

 

 

This week on a coaching call for sales management, a rep from one of our clients (a Home Health and Hospice agency) reported:

 

“This Case Manager, which I have known a long time, SCREAMED at me that she was SICK AND TIRED of us not accepting her patients and was DONE calling us!

What should I do? We don’t have enough staff. I want to take all the patients, but we don’t have enough staff to take them. We have staff on our hospice side but not on our Home Health side, and our referral sources are MAD!

And when I say MAD- not like your normal – “huffy mad” – more like SCREAMING MAD – the kind when they yell at you – you feel it in your bones.”

This experience is becoming more common. I am hearing from reps and owners; this is their experience.

 

Anger – Compassion fatigue – Apathy.

 

From a logical place, we can recognize our referral sources are tired, angry they are in a situation again with numbers rising, not enough beds, overflow in the halls. They thought they saw the light at the end of the tunnel, but no. The pressure is mounting.

And unfortunately, it is spilling over onto our marketers, intake staff, and clinical staff.

And that, in turn, is impacting our marketer’s psychology.

Sales and Marketing, more than any other profession, is reliant on mindset. Have you ever seen a marketer pull big admission numbers when they are down? No. Me neither.

 

So how to survive when your referral sources are at the end of their rope:

 

    1. Recognize that they and you are in an unusual situation with limited resources.
    2. Identify and accept the things you do not have control over.
    3. Be fully aware that you are performing a crucial role and doing the best you can with the resources available.

How to build resilience for yourself in Home Care, Home Health, and Hospice Marketing:

 

    1. Increase your sense of control by controlling your account activity and follow the formula in the High-Performance Sales Process.
    2. Plan your educational message of the week to increase your sense of control through your schedule and weekly planned sales messages in multiple formats – email – VM- and in-person.
    3. Clarity in your numbers and expectations.

 

How to build a bridge to your referral sources

 

    1. Connect to the human first. Ask them, “How can I support you?” They may laugh, cry or yell, and that’s OK – meet them wherever they are in their process.
    2. Just talking about it and giving them space to share their frustrations is often enough.
    3. The most profound relationships are built in the “trenches” during highly emotional events. And this is a “highly emotional event.”

 

Just know that you will get through this. We have been here before.

 

We know the steps to take care of our referral sources and ourselves.

 

If you would like help in caring for and supporting your team or your referral sources, we can help.

 

Connect with Mike@HomeCareSales.com to discover how.

 

Together we support one another.

Melanie

 

PS: Want to jump ahead and set up a time to talk to Mike? Just go here and choose a time on his calendar. It’s that easy!

 

 

I had a call this week with one of our old clients (Robert) who said:

“I am just in a summer slump. I don’t know what is going on. I think I am doing the right things, but the numbers are not growing.”

“I make headway a week or two, and then my referrals drop off. The board is wanting more. We told them we would hit a specific number, and we are not there yet.”

“I have to get more from my team, and I don’t know what to do.”

I told Bob, “I am glad you called! So many of us are in this position at one point in our lives – the summer slump!”

 

I asked Bob a few more clarifying questions:

 

    1. What was going on with his marketing team?
    2. What changes have recently happened with his Operations team?
    3. How’s intake?
    4. What was the one thing that he believed could be done to move the needle?

His initial response – like many of you – was staffing. “We need more staff.” He said to me.

 

I asked, “Besides staffing, what else would move the needle?”

 

He paused for a long minute – there was silence on the phone and then said, “I think the issue is focus.”

 

“They need focus” and then quickly added “and energy. I think this long, drawn-out COVID state is making them tired. Everyone relies on the marketers to bring the energy, and they are tired too.”

 

I can so relate. All the marketers we mentor and coach are tired.

And when you get tired, you need two things:

 

    1. Inspiration
    2. A clear path

 

Many of the teams we work with are in the same position. Consider one of our favorite teams in the south. They are in the middle of COVID numbers rising. Their referral sources are EXHAUSTED! They “snap” at the marketers, and their compassion for their patients is declining – they just “need this bed” for the next patient.

 

How can you market in an environment like this?

 

Inspiration and connection – if your tank is empty, it’s hard to give to your referral sources. 

    • Put on your own “oxygen mask first” before helping your referral sources.

 

When you are tired, you need a clear path – what are you highlighting this week?

    • Have a clear, educational message in an email, Voice Mail, and in-person to ensure the message gets to your referral sources. (you need it in all formats – email, text, VM, and in-person)
    • Connect to the human first – our referral sources face a trauma – connect to the human before moving into your educational message and highlighting a patient type.

 

This is a volatile time.

There will be no “new normal.” Simply volatility in our marketing space. When we understand that truth, we know that continuous adaptation is the only way to move forward.

 

We have adapted our foundational program, RoadMap to Referrals, to gain referrals during this volatile time so that you can serve more patients. Gain more referrals and impact more family’s lives.

 

Curious how we have adapted the system?

 

Click here to find a time on Mike’s calendar that works for you.

 

Together we GROW!

Melanie Stover

This summer we rented a houseboat. 46ft of SUPER FUN!

As you know, I have twin 8 yr olds. Donnie LOVES to fish.  So every time we stopped the boat, he had to get a line wet.

Because he is eight, patience waiting for the fish is HARD!

He tried on the back of the boat, on the front, from up top, and on the islands.

He switched out bait and said, mom, I got power bait that will have to work! For three days, it did not.

He was sad, frustrated, and said, “Mom, I am no good at fishing. So I am going to stop.”

But my husband Chris encouraged him, “Don, it’s called fishing, not catching for a reason.

You have to find the right bait for the right fish in the right spot. Then, you keep trying, and you will get it!”

So the next day, Don went out again and tried. This time he tried new bait at a new spot. The springs! The water was so clear you could see the fish swim by the boat! Schools of fish.

Donnie cast his bait right out in front of the fish. I think he hit them on the head! You would think this fish story ends with me telling you that all of Dons perseverance paid off, and he caught a HUGE fish! …But it doesn’t end that way. He didn’t catch any fish this week.

On the way home, I asked him if he had fun on our houseboat vacation, and he said:

“Mom, it was awesome. I had the most fun with you and Dad and Dylan. This was the best!

Even though I didn’t catch any fish, I got to practice my casting, and I got to try a new bait, so that was good. Also, dad taught me how to cast better to get right in front of the fish!”

That’s right, Don – always be a student of the game!  Keep practicing and keep taking shots!   You will get better and more consistent in your catches!

Fishing can be like Home Care Marketing, Home Health Sales, and Hospice marketing. First, you must be a student of the industry. We continue to study sales tactics how to help more people and impact more families’ lives.

Even after 21 years in the industry, I get up every morning and read about industry-related items, changes for our referral sources, review and refine marketing tactics, learn more about how to write compelling copy for our clients to send to their referral sources – Always be a student of the game!

Question:
Ask your marketer – or yourself when was the last time you “studied” the sales process? Or improved your copy skills to get better responses to your emails?  If you haven’t in a while – we have a TON of resources for you!

Jump on Mike’s calendar, and he can show you!

Here’s to Donnie’s next fishing trip and catching that fish! And to you gaining that one piece of the puzzle, you are missing through our resources to get you that next big referral!

Giving you the FREEDOM to Grow!

Melanie

Home Care Marketers report their #1 objection is, “My referral sources or prospects tell me they can’t afford my Home Care Services.”

Here’s the deal. That is not the “real” issue!

The REAL issue is how the Home Care Marketer feels about money and value and their own mindset.

They have a scarcity mindset.

Haven’t we all pulled up to the house and made an “assumption” based on how the house looked that the potential client “can’t afford our services”?

…Only to walk out with a signed agreement for more hours than what we thought?

The Marketers make (false) assumptions about what someone is willing or able to pay for value based on their own limiting beliefs.

The prospect feels this “energy”, and it becomes a self-fulling prophecy. The next thing you know… no signed agreement.

“See, I knew they couldn’t afford it!”

Let’s talk value.

Do you believe that you provide a valuable service?

Of course, you do! If you do not – then change jobs. You have too much integrity.

I am not kidding. If you do not think your agency’s services are worth it – move on.

The rest of you who are continuing to read believe in your services.

They are worth it.

The value the services bring to your clients goes well beyond the dollars you receive.

We speak all the time about consultative selling. You are the Senior Care Expert!

When you identify a problem, share solutions that are part of the process! Price is the last thing on your mind.

I had a mentor who once told me, “Recommend what they need – not what you think they will pay.” It is the best advice I have received. It allows me to paint a picture of our services’ results to the client or their family.

Time to delete from your self conversations

#1. They can’t afford it.

#2. I am sure they will just want 4 hrs.

#3. They have already met with the XYZ agency. I know their price is lower, so I am not going to get this case.

EVERY interaction you have has the potential to lead you to the next case.

You need to connect with the prospect.

Uncover their wants, needs, and desires through great open-ended questions as we teach you.

And be the consultant. Recommend what they need to achieve those desires.

My grandmother – Grandma Pete – was on Medicaid. On paper, you would not think she could afford services. But when you asked the right questions. Her late husband was a veteran. Her three children were willing to pitch in and help. She received services. Most marketers would have stopped at the VA, but the real decision maker was my Mom, and she had influence over her brothers, who pitched in funds.

You know your Mom always said you don’t “Assume.”

A fellow sales trainer Mike Weinberg says,

“When there is a perceived desire and need, and there is perceived value in filling that need, and they can see it in their mind’s eye, there is always enough money IF you are talking to the right person.”

Write this on your whiteboard, or print it out and frame it!

BELIEVE the VALUE you CREATE through your services!

Keep Serving Seniors!

 

Together We Grow!

Melanie

 

PS: If you are struggling with the price objection struggle no more! We got you covered in the High Performance Sales Academy. Click here to get instant access 

Every once in a while I read an article that moves me to the core.  This is one of them.

This week we are going to republish an article from a fellow sales trainer Dave Kahle.

Does this describe your sales rep?  Or you?  If it does reach out we can help with our industry-specific “corn planting and harvesting” to help you feed your agency!

On a fairly regular basis, I run into a belief that limits a salesperson’s behavior. These often sound reasonable and are embraced without question. Looking a bit closer at them, however, uncovers how they limit a salesperson’s performance.

One of the most common of these negative and limiting beliefs is this: I have my own style of selling. This is one of the most pernicious of them all because it excuses the salesperson from any responsibility to improve. More salespeople have remained plateaued far below their potential because of this limiting belief than any others.

Let me explain.

Like so many of these limiting beliefs, this has a ring of truth to it. In one sense, everyone has their own style of selling because we are all unique individuals and act out our own unique blend of knowledge wisdom, and life experiences. No two of us are alike. The problem comes when the salesperson uses that belief to ignore the efforts of management and sales experts to help the salesperson sell better. The thought process goes like this: “Since I have my own style of selling, I don’t need to listen to or give any credence to what anyone else tries to teach me. They don’t understand my style, so their advice is irrelevant.”

“My own style” thus becomes an excuse that absolves the salesperson from any responsibility for improving his/her sales skills. And because he retreats into the psychological fortress of his own style, nothing can penetrate it.

So, for example, his manager sends him an article that impressed his boss. The salesperson deletes it unread because he has his own style of selling. Nobody can teach him anything.

A highly recommended seminar comes to town. The salesperson says he is too busy to go, but really means “I have my own style. I’m not going to learn anything at the seminar.”

The company buys a copy of a well-regarded book for all its salespeople. It gathers dust on the salesperson’s shelf because he has his own style of selling. There is nothing in the book that is going to help him. The author doesn’t understand his style of selling.

The company unveils a new product line and directs the salesforce to begin promoting it. The salesperson doesn’t bother, because it doesn’t fit within his style of selling.

“My own style of selling” then because the mechanism to absolve the salesperson of any responsibility to improve his/her sales skills, consider more effective strategy, or refine his tactics.

Best Practices

In every sophisticated endeavor, some people prove better at it than others. And some of those people are thoughtful and analytical and identify those practices that brought better results. Since they are identifiable behaviors, others can mimic them and attain similar, better results. Those behaviors are called ‘best practices.’ They are the behaviors that have been proven to bring better results.

This body of best practices eventually wells up out of every sophisticated human activity. Since the world changes rapidly, this body of knowledge is dynamic, and the serious practitioner regularly studies the best practices of his/her profession, roles them into his routines, and then repeats that process forever. That’s how a professional remains relevant and valuable to those who rely on him.

That why teachers go to in-services; doctors attend conferences’ pilots attend refresher training; ministers and social workers; psychologists, managers, human resource directors, CPA’s, etc. all regularly expose themselves to the latest knowledge of the best practices in tier profession.

I like to compare this process to the task of growing corn. At one point in human history, no one grew corn, they gathered it. I am sure that some gathers were better than others at the skill of spotting corn stalks and knowing when to remove the ears. Those folks thought of themselves as very good and valuable gatherers.

Then, one day, someone thought a bit differently and decided that you could intentionally grow corn. After some experimentation and trial and error, a body of best practices emerged. You got a better result if you planted the corn at a certain depth, for example, with a certain distance between each seed kernel, at a certain time of the year. You got better results if you watered it a certain amount, and fertilized it, etc. Before long, this body of best practices was mimicked all over the world, and mile upon mile of cornfields developed. Millions of people who would have starved are fed, and mankind, in general, has been lifted up by enough people following the best practices of growing corn. Millions of farmers and workers make their living by studying and then implementing the best practices of growing corn.

Every profession follows that process. There is only one exception to that process. Salespeople. This is true despite the fact that sales is the one profession that is more prescribed than any others. Look at how many sales books are published each year, for example, and compare it to the number published for all the other professions. There is no comparison. Sales books far outnumber those produced for any other profession, lawyers, ministers, social workers, nurses, teachers, etc.

Like every other profession, there is a body of content consisting of a set of best practices about how you do sales better. The problem isn’t the content, it is getting the salesperson to engage with that content.

Can you imagine boarding a plane and have the pilot announce that he has his own style of flying? Or, the CPA to whom you have entrusted your annual tax returns telling you that he ignores all the best practices of good accounting, and has developed his own style? Or, the surgeon coming to see you just before they wheel you into the operating room, just to tell you that he hasn’t updated his skills since medical school – no need to, he has his own style.

Can you imagine interviewing for a sales job at one of the industry-leading companies – say IBM, Microsoft, or Northwest Mutual – and telling the interviewer that you have your own style of selling?

The salesperson who hides under the smokescreen of ”his own style” hinders his/her career and robs the company of the potential that could have been realized but will never be because of this limiting belief.

On the other hand, when salespeople are exposed to the best practices of their potential and motivated to add them into their routines, the results are often dramatic and career-changing. See some of those results here.

But, alas, few salespeople actually do, and few sales leaders actually insist on it. Why? Because they have their own style of selling.

**From Dave Kahle

 

You know what, Dave? We couldn’t agree more!

 

Together We Grow!

Melanie

PS.  Does this sound like your marketer?  Ready to get off the revenue roller coaster and have consistent growth? We have the best practices you need to GROW your agency. (Click here to schedule a time with Mike to discuss best practices) Giving you the FREEDOM to GROW! Grab a time on Mike’s calendar to discuss ⤴