Archive Monthly Archives: April 2018

Success tips –why search for your inner Michelangelo

Be like Grandma.

My Grandmother grew up as a sharecropper’s daughter on the West Coast, moving from farm to farm wherever hired hands were needed. With grit and perseverance that matched her fiery, tousled locks, she pulled herself up from her roots, graduating from college with a degree in education.

Stay curious.

She was always trying something new, insatiably curious and intelligent, though her career as a teacher was undeniably, well, lackluster. However, she reared four amazingly gritty, intelligent children who multiplied that influence with large families. To date they’ve reared dozens of doctors, musicians, entrepreneurs, and skilled artisans. She certainly left her mark on my life!

New skills matter.

“Learning a new skill is never a waste of time, Julie!” The gusto in Grandma’s tone made her voice tremble.”You never know when that skill will come in handy.” She may have been referring to my efforts at piano or perhaps to my budding sewing abilities at the time. Her underlying message came through loud and clear — no slackers in this family!

She and Michelangelo had this in common, according to Jeff Goins, author of Real Artists Don’t Starve. Always be learning something new. Michelangelo segued from sculpting abilities into architecture and engineering. As Goins puts it, “One skill sets into motion the need for another.”

Learn a new language.

Which is why as a business blogger and writer, I’ve been challenged to continually learn about sales and marketing. Words like sales funnels and target market were formerly bridges into unknown territory for me. I had to embark on a new learning adventure.

Here’s what I discovered. Warm, friendly words that sell helpful products and services benefit both the target audience and the professional service providers. My tools are the 26 letters of the English alphabet.

Now I’m learning to keep my ear to the ground as to what works best on which social media platform.

Always apply the Golden Rule — some things don’t change.

In this rapidly morphing world of tech and marketing, however, some basic skills and values never go out of style. Treat your clients the way you want to be treated. Always show up when promised. Do your best!

What about those piano and sewing skills? I shake my head when I think about it. Handmade wedding gifts, dresses for my only daughter, and tons of mended clothes later — yep, that’s a skill well worth the time.

Stay the course for the pay-off.

Teaching private piano lessons has unbelievably paid over half of our bills for the past dozen years. Who would’ve guessed? Plus, I’ve had the sheer delight of investing in a future generation of musical literacy.

In a few of my students, I’ve seen that inner spark ignite. I sit in awe as beautiful music flows from their fingertips. Who knows? I may have had a hand in molding a future Great Artist. The thought gives me goosebumps.

Meanwhile, as I keep building my own skill sets, I’m in search of my own inner Michelangelo. Thanks, Grandma, for your example of grit that never quit.

 

What can I help you with today? I’d love to apply my own brand of insatiable curiosity to your business marketing needs. Contact me here: julia@marketingcontentsolutions.com

 

Wellness providers, a number one tip for patient-centered care

Wellness provider, your front desk staff may be one of your most important hires. Why?

Let’s start with a basic question. What is your business mission statement? If you’re reading this article and your bottom line is your biggest WHY for your business, read no farther.

It’s okay with me. This article is not for you. However, if happy, healthier clients are your focus (along with that necessary bottom line), then you’re in tune with patient-centered care.

Patient-centered care is making a slow, but certain come-back.

According to this article in Catalyst (https://catalyst.nejm.org), how you make your clients feel is an important part of quality care.

“Patients are partners with their health care providers, and providers treat patients not only from a clinical perspective, but also from an emotional, mental, spiritual, social, and financial perspective.”  Catalyst

The Institute of Medicine (IOM) also lists patient-centered care as one of six markers of quality health care. In fact, all six goals could be summed up by saying, “Do your best for each client. ”

  • Safe care
  • Effective care
  • Patient centered
  • Timely
  • Efficient
  • Equitable

Patient-centered care starts when your client picks up the phone to call your office.

How many of us actually look forward to picking up the phone and calling a doctor, dentist, or other wellness provider? Ladies, how about getting the man in your life to schedule his own appointments? Is it like pulling teeth? Healthcare is a very emotional and personal experience for most clients.

While you as the wellness provider bear most of the responsibility for safe and effective care, your office staff will make or break patient-centered care with a tough-as-nails or a sour lemon approach.

Your “gatekeepers” should embody all that is wonderful about your wellness practice.

Face it — most of us hate calling certain businesses. Why?

  1. We feel like a number when the voice on the other end is obviously rushing or bored to tears to be talking to us. The message we hear: we are NOT welcome. Instead, we want to hear a smile in the voice of the staff member who answers our call. Yes, you can smile when you talk.
  2. You don’t value our time. You immediately put us on hold when we call.  We wait for a long time. No one loves this!
  3. Scheduling an appointment that works with our schedule is a chore! (Either your office needs to hire more help, or refer folks to another wellness provider.)

Here’s a secret tip for finding out if your office staff is doing well in the patient-centered care department.

If you’re as healthy as a horse, you can’t understand your clients. You need to hire a secret “quality control” agent to discover how it feels for your new potential to phone or walk in the front door of your practice.

Don’t hire your best friend. Don’t even hire an acquaintance. Hire someone who has a sick loved one and experiences doctor’s offices ALL the time. Have them call your office at different times with “new patient” questions. Pick the busiest times. Here are a few suggestions — keeping it simple is great!

  • What insurance do you accept?
  • When is your next available appointment?

SURVEY QUESTIONS SHOULD INCLUDE:

  • Was the voice on the phone warm and friendly?
  • IF a walk-in, were you greeted promptly with a smile and courteous greeting?
  • Were you put on hold? For how long?
  • Were your questions answered in a prompt and friendly way (no snotty attitude)?

So can we get a smile already? Illness and pain is incredibly stressful. Ease that stress, and your clients will love you.
Amazing office staff make a real difference. Every. Single. Day.
Need some warm email newsletters for your wellness practice? Call Julia 443-362-8789 or email: http://julia@marketingcontentsolutions.com