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Casual Articles - Keeping Customers in the Loop: Ten Ideas to Help Employees Sell the Organization
Often open-ended questions require 'probes' from the interviewer. A probe is encouragement from the interviewer for the respondent to elaborate or continue the discussion. The interviewer may say, "Is there anything else?" or "Would you elaborate on that?" Probes aid in clarifying the respondent's interests, attitudes and feelings. Today computers are playing an increasingly important role in data acquisition - analysing and recording probes to open-ended questions.Open-ended questions offer several advantages to the researcher. They enable respondents to give their general reactions to questions like: (1) What advantages, if any, do you think ordering from a mail-order catalogue company offers compar
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions
Crisis Centers help people in their time of need. Sometimes it is an addiction problem and sometimes it is a severe depression issues or perhaps abuse issue brought on by another who maybe suffering from one of those problems. Crisis Centers need our help and some members of our society need their help too.In fact, crisis centers must maintain community goodwill otherwise they cannot administer that help when it is most critical. If no one seeks help it is nearly impossible to render it and the results would be short lived even if they did. This is why crisis centers need a strong public relations program.How can a public relations campaign be waged without causing more animosity and conflict? Some
Healthcare administrators understand each employee has the power to retain customers and refer them to other services within the organization. However, the act of selling the organization is foreign to most healthcare employees. As a result customers perceive this lack of assertiveness as a sign the provider does not know or simply does not care about the customer’s ongoing or other health needs.
There is no better bang for your buck than training your employees to look for opportunities to “sell” your organization. Unlike traditional selling where the goal is to “get your business,” your customers see this form of selling as valuable and welcomed advice. After all, finding another provider is hard work!
Healthcare mystery shopping is one way to identify selling opportunities which have been missed. Perception Strategies, Inc. the nation’s largest provider of healthcare mystery shopping uses scenarios which give employees a chance to direct the mystery shopper to additional services within the hospital or healthcare system. Our research has shown that three times as many opportunities are passed up as taken.
A healthcare provider can achieve dramatic increases in business if associates are trained and encouraged to take advantage of selling opportunities. But in order for this to occur, three things must happen:
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions
Here Are Some Things That May Help You, With Your Move.First of all, get a signed contract. You don't know all the people who have given their hard earned money to get their home moved, only to have their move date changed constantly or have their homes damaged by inept movers. And when the home is finally moved, it is not set up right. Remember, by having a signed contract, you have the legal right to make sure your home is taking care of.Make sure the Toter driver moving your home has LIABILITY and or CARGO INSURANCE. This covers your home if there is damage and it's his fault. Your mover should have this insurance in his truck at all times, so don't believe any excuses, and demand to see it. I'
There is no better bang for your buck than training your employees to look for opportunities to “sell” your organization. Unlike traditional selling where the goal is to “get your business,” your customers see this form of selling as valuable and welcomed advice. After all, finding another provider is hard work!
Healthcare mystery shopping is one way to identify selling opportunities which have been missed. Perception Strategies, Inc. the nation’s largest provider of healthcare mystery shopping uses scenarios which give employees a chance to direct the mystery shopper to additional services within the hospital or healthcare system. Our research has shown that three times as many opportunities are passed up as taken.
A healthcare provider can achieve dramatic increases in business if associates are trained and encouraged to take advantage of selling opportunities. But in order for this to occur, three things must happen:
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions
While it is always a good idea to show your customer appreciation, the holidays are an important time to do so. Traditionally, the holiday season includes an abundance of gift giving and showing the important people just how valued they are to you. Smart companies plan ahead for this time of year and strategize their holiday gift program. To do so means to concentrate on your relationship with your clients and to separate yourself from the competition by putting thought into your offerings. This way, your presents have a lasting impression, even long after the festive season is over.There are decisions to make, however. Do you want to give relationship gifts to your best clients or offer those of a ho
A healthcare provider can achieve dramatic increases in business if associates are trained and encouraged to take advantage of selling opportunities. But in order for this to occur, three things must happen:
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions
It is nearing the end of year and the season of office parties has begun. This could be your big chance to smooze up to senior management and vie for future promotion opportunities. It could be your chance to make a move on that hottie in accounts or just a great opportunity to relax, enjoy the company of your colleagues in a social setting and celebrate the year.But the office Christmas party is often far from an innocent social event and fraught with potential drama. So how can you survive the office Christmas party, below Following are some tips from Lisa O’Brien, our CareersCoach.Dilemma 1:I want to look really sexy at the Christmas party… Is this possible without compromising my profe
1. Employees must understand the financial benefit of their actions to the organization. 2. They must be able to recognize a sales opportunity. 3. They must know what services are available within their organization.
Do customers like being “sold” in a healthcare setting? Absolutely! They usually want as much help as they can get. Having everyone sell the organization is the ultimate win/win. Cross selling makes it easier for customers to maneuver through your organization while incrementally increasing your revenue.
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions
Your business is listed in the Yellow Pages whether you buy an ad or not. Your business is listed in the Yellow Book and the other phone books, too, no purchase necessary. Yup, free listings in the yellow pages. Provided, you have a business line, in the name of your business, at the phone company. Advertising your home number as a "business" can only lead to confusion and a problem when the phone company finds out.It's as bad for your company image as having an eMail account with a free service. Spend the bucks for a real business number and a real Internet domain.Once you have an "official" business number, the trick is to get people to remember your name when they look in the book. That's a
Your organization benefits when your employees are educated regarding the services offered and they are able to make their expertise available to customers at the various access points. With a subtle suggestion or cross-sell to a customer, new business can appear and with virtually no additional expense.
Some solutions for selling the organization and keeping your customers in the loop are:
1. Launch a “This is Who We Are” internal organizational awareness campaign Make all employees aware of the services, locations, programs, expertise and “points of pride” (where your organization excels and who its stars are)” being offered by the organization.
2. Avoid “handing customers off” Expect employees to assume responsibility for customers they encounter. Passing them off to other employees usually inconveniences the customer by requiring them to restate their needs.
3. Recognize an opening by showing initiative and asking probing questions For example, “Do you currently have a doctor?” “Are you aware we have a service for that?” “Can I put you in touch with someone who can assist you?” “Would you like a tour of the facility?”
4. Anticipate the customer’s needs Healthcare professionals should use their experience to advance the customer to the next step.
5. Never say “I don’t know” Always provide a source and as much information as possible, for example, telephone numbers, addresses, and contact names.
6. Conduct an audit of all your handout materials Determine if brochures and directories are current, easy to use and accessible.
7. Survey your workforce Determine what they know about your services, facilities and programs. Develop programs and materials to fill the information gaps you identify.
8. Experience the organization’s website Encourage employees to go to your website and find information so they are more informed when a customer refers to it.
9. Make employees aware of the value of a relationship Do your employees know what a relationship is worth? Make them aware of the outcome if too many relationships are lost.
10. Gather competitive intelligence Determine what, if anythin
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