Sandler Trainers: Donna Bak & Jim Stephens http://www.peaksalesperform.sandler.com/
Behind the Business: Jillaine St. Michel http://www.mobilechiropracticandwellness.com/
Entrepreneur Radio: Todd & Elaine Damschen http://www.866411zapp.com/
Donna moved from an IT based career and looked for something that would lead to more personal fulfillment. She joined the Sandler Network out of the Computer Science field. This allows Donna to communicate on an expert level with professional services and is a network that she is comfortable with engaging that she enjoys.
Donna Bak’s book “Patient Care the Sandler Way: Running a Great Medical Practice that has Patients Cheering and Staff Engaged” engages and examines how the Sandler System can be beneficial and useful for training in the medical industry. This allowance into a specific business vertical allows for a better engagement within the enterprise. This vertical is one that Donna has worked heavily with and focuses on applying Sandler in a health care industry.
Dependent on the medical practice, there are certain industries (aesthetics) that lean toward cross-selling and up-selling, but the typical medical office prioritizes on customer care. For Donna, this book was a story about behavior. Donna regularly attended chamber events as it was part of her self-imposed key performance indicators (KPIs) that she measured in attempt to network and facilitate new client engagements through prospecting. Donna ran into an individual who was a CEO of an ortho practice. They met through a chance of fate mixed with pre-determined attempts and Donna found herself in a sales call with the practice.
Donna shows the importance of doing the behaviors that are involved in generating revenue: this specific instance is a demonstration of pay-time activity which is different than no-pay-time activities.
Donna’s strategy for compiling the book was weaving in a typical, but generic narrative of a medical practice and examining the pain points that are relevant to the motivation of change. The reasons for this change might be one of the following in the medical industry:
1. Very often we hear that the practice is unsure of how to keep a productive flow of patients coming through the practice without hurting the patient experience and ultimately compromising the future of the practice.
2. They’re frustrated that the team of health care professionals, the staff that’s working there, isn’t rising to the new challenges of the medical industry. They’re not effectively managing difficult people, and morale and motivation is down and the practice ends up losing its competitive edge.
3. They’re being pressured by patient demands for better service. Patients are able, willing, and ready to abandon their practices for locations that provide better services.
With the medical industry changing so quickly, Sandler provides a valuable way to examine change as their material facilitates change and their trainers function as direct and clear change agents. The health care segment of the economy faces public scrutiny, media coverage, and constant controversy. But, this turbulence offers opportunity to engage and elevate the consumer experience on the patient side.
Professional training does a lot for morale. When you see your boss making a decision to invest in your future, in specific and active skills. If individuals don’t understand why they’re doing something or what’s in it for them, they might use it for a while, but it won’t stick. A simple tool might be: give them what they want to get what you want.
Most health care professionals want respect. They want the ability to handle difficult...
