Tag Archive for: training

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Video Transcript:

So you know we always have these accounts that typically they were in that history where the maybe they’re referring four to five patients, a month to you.

And then, all of a sudden, they dry up there’s no business coming from those accounts and when this happens, hopefully, you catch it really fast,

the first month that you don’t see them referring you’re able to jump in, but if it has been that full 90 days before you catch it you want to immediately start to do an investigation.

So typically one of the first things I love to do is just ask everybody in my office, start with my nurse managers, was there any complaints that came in that maybe we’re tied to patients that came from that account.

Ask intake, did they have any interaction with the account and find out if anything negative could have happened. I may even pick up the phone and actually call

one of the nurses or the clinicians that we’re providing services to the patient that was last referred and make sure that everything was good that they had a good experience with our agency.

Once I’ve done my internal investigation again, talking to intake, talking to the clinical leadership, looking at that complaint log,

I’m speaking to the clinicians that service, the last two or three referrals that came from there, I would then take the steps of going over and meeting directly with the account,

and meet with my contacts there and ask them, hey you know I just spoke to some of the patients, it seems like things went really well with the last several referrals,

and yet I haven’t gotten any over the last 90 days.

And then be as quiet as a church mouse and wait to see what is their response, right. Find out what is actually the reason that they haven’t referred.

But do your homework, first because you don’t want to get caught surprised or not knowing that there was a customer service failure. If you do learn when you’re doing your investigation that a customer service failure did occur,

make sure that you then take the next steps to identify how can you make sure that that’s not going to happen again.

And once you have that understanding now go back to the account and explain, yeah hey I heard about the customer service failure, and I want you to know that my leadership has taken these three steps to make sure that this never happens again.

And can I ask you to trust me one more time with your next patient that needs services?

 

Process is key and as we always say at HCS, “With Structure Comes Freedom.” Now more than ever, it’s important to make sure your accounts are bulletproof. The High Performance Sales Academy is designed to help build lasting relationships that lead to consistant, predicable referrals.

If this is speaking to you, reach out to Mike for a quick consultation with the contact info below.

Mike@homecaresales.com

or

https://calendly.com/mike-home-care-sales

Thank you for all that you do to serve seniors!

Home Care Sales

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Video Transcript:

You know, we have an incredible program called Community Calls.

Community Calls is one of those programs where, if you could figure out, ask yourself this question, think of it this way.

If I could talk to myself my 20 year old self my 25 year old self to be honest, when I was just getting ready to open my first agency, and I could tell myself,

how to get to success faster, it would be to use the Community Calls program. And what I mean by Community Calls program is,

we each have in our service area one of those wonderful big large Assisted Living or personal care facilities that we absolutely want to work with.

You know they’ve got the best the best location in town, the best parking they’re clean they’re bright they’re new they’re shiny and they have a wonderful reputation and we know that we could get staff to love being in that building.

Yet they’re not referring to us. So one of the ways that you can break in there is that every single one of these buildings is filled with seniors and these seniors are bored.

They are lonely they get to go play games and have fun with some of the activities people.

But other than that they’re just sitting around and the pressure is on the staff at the Assisted Living facility to keep them engaged to keep them happy to keep them feeling part of involvement.

Imagine now you are the facility owner and somebody comes to you from in home care or from home health or hospice,

and says hey we would love to be able to come in and least once a month and for an hour bring all of your residence together and give them a conversational talk,

just about home health and hospice services and,

you know we’re going to have a little bit of a conversation too about maybe how to make the most of their next doctor’s appointment, or how to keep your brain healthy and smart.

How to eat choose the right foods to eat and the good news is is that we will even provide them with a flyer and a handout.

And now we even have the opportunity, if you would like you could offer some tours at the end, we could put a couple posters up at the local, you know pharmacies.

Maybe, even at like you know target at the return area who knows anything that’s local to the building where we could say hey we’re doing these health talks for seniors.

And for caregivers and we would love you to attend and we’re also offering free tours of the facility at the end.

This could be an opportunity now for the building to take care of two problems. One is, they’re taking care of the bored people that live in the building,

that are looking for something new to do. Now if you do a great job with this talk, which we do teach how to do this, by the way, in our Master’s Program.

But if you do a great job of giving a presentation, meaning you engage the audience, you know you could maybe have a couple of gifts from the dollar store that you said, who can share with me, one of the reasons that people fall.

And they raised their hand and they say Oh, they tripped over there sneaker or they fell over their dog or they couldn’t see where they were going, because it was nighttime and they tripped over something, whatever their answer is.

You give that little dollar store gift to these people that are in the audience keeping them engaged.

And they’re excited they’re happy they love your talks they’re going to tell their neighbors and their neighbors from the building are going to come down to the next month’s talk

if you give away little prizes like that. Now if you also have posted the signs and you put them up at the local pharmacies, you are attracting people to come into that building and be able to have a tour.

Now you are a business partner to that Assisted Living personal care home that you want to so desperately serve patients at.

If you were bringing in people to have a tour of the building every month,

do you think they’re going to want to partner with you to be their provider? Absolutely. In addition, if you have already done, for your salesperson,

this is a script and the script is written on a ninth-grade literacy level anybody can do this presentation it’s not in high language. I mean

let’s be honest, I do not have the broadest vocabulary in the world and thank God I don’t need it right, I could just talk to you in common sense and you understand what I’m saying.

That’s the same thing about these presentations, they are written on a ninth-grade literacy level.

And so, these presentations are just enough to engage with the audience and then each of them have a little tiny gift that they give, and that is what we call the call to action.

Where during this little fun interaction with the community and by the way, sales reps, when they are asked who used the Community Calls program, how do you like it?

Nine out of 10 times the sales rep says, I absolutely love it. Some of our car companies that we work with that have used this program,

they actually have a dedicated person who is now just doing nothing but the Community Calls program every single day going to different facilities in their drivable areas and delivering it. That’s how much some sales reps love this

program or this package I should say. So now you go in you do your little presentation, but the gift is that at the end you have an amazing call to action.

Meaning, something that is taught that asks the people that are attending the program,

who needs care, who would like to receive services? But it’s done in a way, without saying “who needs care?” And so that’s the thing that’s inside the program.

So if you want to break into a facility, go and have a call with Mike. Mike@homecaresales.com.

Figure out if the Community Calls program is for you, try it at a couple buildings you’re going to love doing it. The seniors are going to love you and the building is going to love you because

they get paid to keep us in bed, and if you’re providing them butts to come in and get toward to potentially move in.

As well as you’re providing them with services that keep people from falling, keep people out of the hospital, it’s a win win for them. So they want you there, they want these programs, they want these activities for their bored seniors.

I use this program not just to do it as a live session, I even did it for radio. So I got on my local radio station using the Community Calls programs, I call it the Health Matters series.

And every single Friday did a live radio show for 15 minutes talked about the lesson and for 15 minutes took calls.

And I did that for a couple years and talk about stress. These programs can be your example of how you’re giving back to the community.

It is marketing without you paying to market it is free marketing where you are getting in front of hundreds of people at the facilities and being able to share your message about your organization. So thank you so much.

 

As Cheryl discussed, connecting directly with seniors and facilities can be challenging but super rewarding. We have created a full program with handouts, scripts, and presentations made for you and ready to be edited/individualized for your usage. 

We call this program Community Calls. You can learn more about it here: homecaresales.com/community

Looking for deeper solutions to growth? Reach out to Mike for a quick consultation with the contact info below.

Mike@homecaresales.com

or

https://calendly.com/mike-home-care-sales

Thank you for all that you do to serve seniors!

Home Care Sales

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Video Transcript:

This is the year of retention. Hi, I’m Melanie Stover one of the co-owners of home care sales and we’re talking retention.

Yes, staffing is a challenge, and we know it’s going to be a challenge for a while,

so well so many people are talking about recruiting and I love recruiting you should keep doing that.

I think one of the things that we absolutely must focus on is retention, you have great

staff, how do we feel, how do we keep them feeling the love of your agency?

So, here are some tips that we’ve done this year that have really made a difference with

our staff be it our clinicians, our office staff (of course) our sales and marketing teams.

Let’s talk a few tips about how to really leverage retention.

So the first thing is obvious, everyone says “pay.”

Do we have competitive pay? …and I will share with you that, yes, it matters.

Most people will I mean obviously they care about how much they get paid and when they’re leaving they will cite.

“Oh, I’m leaving because I’m getting more money,” but it’s not the truth.

It’s an easy thing to say, and it saves a lot of face, but I would submit to you that they’re probably leaving a manager or an environment.

That’s what the research says.

So, think about that.

Yes, you want to be competitive with your pay, but what can you do to add value, besides pain?

I mean that’s the biggest thing right? …It’s that we’ve got to add value to our offering so that we can continue to care for patients and care for them a long time, and the best way to do that is to have clinicians who stay a long time.

I tell my marketers all the time.

What are we selling we’re selling these clinicians so if we don’t have caregivers.

We have nothing to sell.

So consequently, be part of the solution in your retention program at your agency.

If you are a marketer if you’re an owner, think about that.

Obviously, you got to get your salary and benefits right.

I would like to also share with you that people want to be heard and validated.

So listen to your team members listen to your staff (do surveys)

Recently, one of our clients (who’s doing a big retention program) just did a survey and found out some really interesting things.

Now, they were negative, but let me share with you, they were the administrator of that office needed to hear them.

Because it was about a supervisor who consistently was getting some feedback in the surveys – so get the feedback, so you can get honest, open communication and address it!

Make them be heard and then act on some of that feedback

The second thing or the third thing I want to share with you is.

Create leaders not bosses.

Right?

Nobody wants to be told what to do.

We all want to empower our team to be critical thinkers.

So how are you doing that?

Are you providing them with continuing education?

Invest in your employee’s future.

And we do that through skill development, one of the things that I ask our sales REPS to do is to show me their calendar.

If there is not an hour blocked out each week for skill development, I know they’re not a student of the game.

Are they really investing in their future?

So, is it (for us obviously) it’d be like sales and marketing tactics…

how to develop rapport… I want them to continue to sharpen their skills.

Same with our clinicians are you investing in them is there some type of training that they would like to participate in, in order to better themselves?

The other thing that we talk about is making them proud to work for you.

What are you doing?

Are you a values match?

I know many of my clients right now are defining their values, putting it right on their email signatures saying what do they stand for.

Are they compassionate?

Have Integrity?

What is it, what do you stand for, and have you articulated that?

I would also like to share with you, many of our clients are offering their clinicians to do volunteer activities and get paid for them.

So allowing them so many hours a pay period or a month to participate in some type of giving back to the Community.

How are you deepening that relationship with them beyond productivity?

We know productivity is important because we’ve got to get revenue.

We’ve got to get patients served – your clients served, and I recognize as a business owner,

I need to have revenue in order to pay my bills and pay my payroll.

I also recognize that people will stay with you longer when they feel deeply connected to you and your mission.

So tell them and tell them often that mail email signature line is a great place to remind

them every day of what you stand for.

Recruiting and Retention is such a big part of what we do.

We at Home Care Sales have developed a recruiting and retention program and we invite you to check it out click below (In the description) and learn more about our recruiting and retention program so that you can continue to grow through retaining your top talent at your agency.

Thanks for joining me in this video.

We look forward to seeing you next time, and together we grow.

 

Retention. It’s a huge issue for everyone these days, but we’ve seen some agencies have much more success than others. For some it’s agency culture, for others it’s feeling valued, and of course, the grass always looks greener as the old adage says. Regardless of why… we have to put special focus on keeping our staff content.

We’ve compiled several Retention strategies in our Recruiting and Retention program. For less than $200, you can gain instant access. Go here to sign up.

Looking for deeper solutions to growth? Reach out to Mike for a quick consultation with the contact info below.

Mike@homecaresales.com

or

https://calendly.com/mike-home-care-sales

Thank you for all that you do to serve seniors!

Home Care Sales

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Video Transcript:

This week on coaching calls for office hours and their sales management program a rep asked me “what am I supposed to do, because my agency doesn’t take all the insurances that the referral source would like?”

hmm…

Well, I would wish that the agencies that we work with all of them take all the insurances in the entire world.

Many of you can’t get on formulary many of you can’t get on panels.

We appreciate some panels are shut down, so there’s going to be areas where you just can’t get on that insurance.

Now I’m sure your leadership is trying their hardest to get on those panels and continue to try.

Here’s what a mentor told me once and I told this particular rep just this week.

You’ve got to sell what’s in the bag What did he mean by that, he said to me Mel you got to sell what’s in the bag, yes, you wish that you had X Y & Z you wish that you had this feature or this level of customer service or this insurance.

But you don’t.

You have this series of products and services.

And while you can bring it up to leadership and say I wish we had Humana I wish we had Blue Cross Blue Shield.

You can’t dwell on it, because it’s only going to bring you down and you gotta sell what you have. You’re going to position what you’re able to take.

I appreciate it might be a little bit harder. that’s where dogged and persistence pays off.

You know what we find in our sales management program and the high performance sales academy is that most referrals, if referral source is going to refer to you with our system they tend to refer to you in that

five to eight visit range, meaning you’ve seen that referral source five to eight times face to face in person, and this rep has not achieved that yet, and she was really down on herself.

And I said to her listen you haven’t even been there, four times in person face to face.

So while you’re saying you wish, you took all these insurances that may be part of the challenge I appreciate that.

You also haven’t put in the work yet, not fully, she’s showing up every day and she’s doing what we asked her to do in the system.

But at four times you know, yes, maybe once in a while you’ll get a referral early in the process, they don’t even know if you’re going to stick around yet they’ve had so many reps come and go, and come and go.

Stick in there.

Be doggedly persistent.

It may be about the insurances and your leadership’s working on it.

But it may just be about you, showing up and sharing the message that you have what you’ve got in your bag, to sell in order to care for more seniors.

So hang in there, tell your team persistence wins. It’s the key to the success. You got this and we can help.

If you’re looking for a system where you get referrals and that five to eight visit range, please jump on a call with Mike.

He does discovery calls with you, and you can make an appointment email him Mike@homecaresales.com and get on his calendar, see what we’ve got maybe we can help you too, I hope you have a great day, keep serving seniors and I’ll see you on the next series.

 

We have had several agencies joining the Sales Coaching & Management in the last month and we are loving seeing reps evolving into superstars. If you are ready to have us take over your sales management, simply reach out to Mike via email, or with the link below you can set up a meeting.

Mike@homecaresales.com

or

https://calendly.com/mike-home-care-sales

Thank you for all that you do to serve seniors!

Home Care Sales

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Video Transcript:

The question we get asked probably most often is how do you develop an incentive plan or bonus plan or compensation plan that motivates this staff member the sales REP or marketer.

But also is thoughtful of the Agency and your budget your revenue and your profit.

Well, we have something that we like to call the-cost-justify-the-COMP plan, and what that fancy word means is that you have to take into consideration what your revenue looks like.

What your direct costs indirect costs look like and you’re a real profit.

So that’s why, when people ask me this on forum, or if I’m at a conference speaking on stage will say talk to me about a COMP plan how much or how many patients should my market or deliver to me how much revenue should my marketer bring to the table for our in-home care.

And what I share with them is it depends, and you know I know that’s a crappy answer from the stage you don’t want to hear that or even hear you don’t want to hear that what you want us number… and what I can tell you is it’s a formula.

You got to take into consideration what is your cost per admission per patient or client, you have to take into consideration what the base COMP is for the marketer.

And then, what is your profit per patient or per client and how much of that are you willing to share with them.

That is the formula that you need to look at and once we do that because everyone’s direct expenses are different for someone like me who lives in Fairhope Alabama.

My office space maybe less than someone who lives in La Jolla California. So my cost per admission or per client started care it’s going to be less than someone in La Jolla.

In fact, my base camp for my REP is going to be less here than it is in La Jolla.

So, consequently, you have to look at the formula in order to best identify how many patients you need how many clients, you need, for example…

And that can be expressed in revenue, it could be expressed in ours for our in-home care friends and it’s often expressed in admissions or start of cares.

So Consequently, I would ask you to take a look at that.

Most REPS think in terms of admissions or clients who start care.

That’s where their brain goes. So if you have a number which you ultimately will you’ll have a number that you are willing to give your reward your marketer per patient.

And that is what I’d recommend because they think in terms of per patient, not revenue growth.

You will, as a business owner or as a manager or leader, but the REP themselves (will not).

So turn those numbers turn those revenue numbers into actual patient admissions or client admissions and then just every 90 days do a check.

Make sure that your average patient profit continues to be the same as what it was 90 days ago, because we know all clients or patients are not created equal revenue-wise.

Just do your checks, so that you can make sure that your COMP plan is in alignment.

We do this every day with our sales management folks.

Every quarter we sit down and do a quarterly game plan that’s also when we look at revenue and make sure that our COMP plan is in alignment with our board goals or ownership goals, so that the Agency can then achieve its goals.

So I hope that helps when you think about COMP plans, just think about the formula.

The formula is going to be different, the formula is going to be the same, but the numbers are going to be different for each agency.

So take your revenue, think about profit per patient and put that into a calculation for a base salary usually about 60% is base salary and 40% is that variable COMP that is rewarded based on growth, for example in your agency.

So we look forward to helping you. If you want more information about our sales management program we help sales.

REPS every day achieve and overachieve their budgets just go ahead and email mike@homecaresale.com and he’ll set you up for a discovery call where you can learn more about how we help agencies, just like yours manage their sales REPS and grow their business.

Thanks for joining me today I can’t wait to see you on the next question!

 

Having a solid comp plan for your marketers will ensure that you are getting the results you are looking for out of your team. If you want to stay competitive, a great plan is key to your success.

We just recently covered designing comp plans for marketers in our Inner Circle Mastermind. If you are a home health agency owner who is looking for a major level-up for your agency (and life) you should apply here: homecaresales.com/innercircle

Thank you for all that you do to serve seniors!

Home Care Sales