General, Marketing with Mansfield

It’s the little things…right, Cher?

As Sonny and Cher used to sing, It’s the little things.”

Why are the little things such an integral part of your overall marketing effort? People don’t look for reasons to do business with you. They look for reasons NOT to do business with you. And, they’ll do that faster than you read this sentence.

Every SINGLE Point of Contact with our patients, clients and potential employees makes an impression. And first impressions COUNT.

Each impression—good or bad—helps someone decide in a heartbeat if you’re worthy of their time and money. People do business with people they like and trust. First impressions set the tone.

Secret Shop Your Business!

Take a step back

Don’t think that first impressions matter?

Google “secret shopper.”

Everything from the U.S. Army to Walmart uses “secret shopper” or “mystery shopper” programs to provide feedback to their employees and to improve customer satisfaction.

But, to see for yourself, step out of your owner or employer shoes and into your patients’ shoes to conduct your own “secret shopper” test.

Office attitudes

“Shop” your employees. Your receptionist. What do people hear when calling your office? Someone who is positive and helpful? Or, are they greeted by a tone that says, “You’re bothering me. Call someone who cares.”?

“Shop” your technicians or assistants. Does their attitude say they’d rather not repair or adjust devices? Are they rude? Sarcastic? Does their response make patients wish someone else was providing the care?

DEFINITELY “Shop” your accounts receivable. Do your billing clerks listen, or are they always in an aggressive, “You owe us money” mode? Would you do business with your vendors if they had your bookkeeping staff?

From the top down

Management also leaves an impression. Your employees watch how you treat patients and customers and are likely to treat them the same way.

Remember, your practitioners make more of an impression on your patients than anyone in your company. What are your patients’ perceptions of your clinical staff?

Is your staff knowledgeable?
Are they on time for appointments?
Do they follow up and return calls?
Do they dress appropriately?

BE AWARE that you’re making an impression when someone sitting in your waiting room watches the interaction between you and your employees or listens to how someone answers the phone.

Many other potential first impressions are within management’s control: business cards, letterhead, misspellings and poor grammar in emails, on your website, in your social media platforms.

Use your six senses

“Shop” your office, fitting rooms, patient waiting areas and furniture, too.

To test yourself, “secret shop” your own facility one morning before your first patient arrives. Turn on the lights, put on the music, then turn around and walk back outside.

Look around you.

Are the windows clean?

Do the doors need to be painted?

Are the entrances handicap-accessible? Or, are the doors too heavy for someone to open with one hand?

Is there a lip that wheelchairs might get caught on or an awkward turn once you’re inside?

Walk through the front door.

What is the first thing you see? A table half filled with old magazines or brochures? The lights are on, but are the rooms still dark?

Look up.

Are the ceiling tiles stained or dusty? Are there burned out bulbs or dead insects in the lights?

Look down.

Is the carpet clean? Does the overall appearance look old or freshly painted and designed? Does the office look inviting?

Don’t forget your other senses as well. What do you SMELL and hear?

If music is playing, is it too loud or too soft, and is it acceptable to all ages? Do you hear any distracting noises? Can you hear the grinder or the vacuum system?

How does the office smell? Is there an odor of epoxy, resins or burning plastic? Does the plaster trap need to be cleaned?

Finally, walk slowly through your facility and try to imagine that you are seeing it for the first time. What needs to be improved?

Want to earn your Mystery Shopper Merit Badge??

Go through in a wheelchair and see everything from wheelchair eye level. You’ll be amazed and surprised at the things you’ve overlooked.

Make the time

If you are wearing many hats in your business, you will only be able to see the details when you make it your focus.

It’s important to have another person “secret shop.” Get perspectives from different people.

Remember, you always have the opportunity to use first impressions to impress.

General, Marketing with Mansfield

(Now, more than ever!) Why you really need an email newsletter!

Eintouchmail marketing is the most cost-effective and quantifiable way to market your company’s products and services. If used correctly and effectively, permission-based email marketing can easily become your number one customer acquisition and retention tool. Here are five great reasons why patient care facilities should send an email newsletter.

Budget friendly

What exactly does that mean? You have a newsletter subscription list of 500 people and you want to mail them on a monthly or weekly basis. What is that going to cost you? Postage alone will cost you over $200.00 (at least!)

Email newsletter services can charge around $25 a month to maintain a list of up to 500 subscribers.

The intended recipient IS the intended recipient

You send an email to an individual. Period. There is nothing (except maybe a spam filter) to get in the way of your communication.

When you send out a direct mail piece, you cannot guarantee that it will end up in the hands of the person you sent it to.  You just can’t.

Analytics

THIS. This should be the one and only reason for using an email newsletter versus any other type of marketing technique (but some people need more than one reason…)

With an email newsletter, you can tell:

  • When someone opens the email
  • What links they clicked on
  • How many times they have opened the e-mail, and
  • Who has not received the newsletter with the bounce report.

You will never get that kind of data from any mailing you have ever done. You can’t. It is impossible.

Sharing the first open-rate and click-through-rate reports with a new email newsletter customer is so much fun. They are always amazed. Oftentimes they have never seen anything like it. Measurable results are a beautiful thing to anyone even remotely interested in their ROI. In this mixed up, crazy time who doesn’t want to see exactly what they are getting for their money!

Build that pipeline!

Your email newsletter keeps you at the top of your prospective customers/clients/patients minds until they are ready to buy. If someone shows an interest in what product or service you are providing – by replying to the email newsletter or clicking on a link, you can follow up immediately. An email newsletter lets you communicate regularly with your target markets on a consistent and regular basis – share your expertise, customer testimonials, specials and information products.

With each issue that goes out you are establishing credibility, reinforcing familiarity and creating a relationship. People like to do business with those that they know, like and trust. What better way to get someone to “know” you than to communicate with them on a regular and personal level.

Stay in touch with your loyal customers

Everyone knows the statistics on the cost of getting new customers versus keeping existing customers. It costs 8 to 10 times more to acquire a new customer than it does to keep an existing customer.

In O&P patient care, the patients you have to worry about losing are the “easy” ones. The ones you fit successfully without a whole lot of trouble. They did not have any real issues you had to contend with – no big problems to solve. They go home, go about their daily lives and then all of a sudden someone else comes along, does a better job of marketing to them and they are gone!

What happened?

Did you know? When customers have a problem and you fix it, they are actually going to be even more satisfied than if they never had a problem in the first place. True.

Communicating regularly with your existing customers shows that you care about them and want to continue to improve your relationship with them. You want to show them what is new in orthotics or prosthetics. What they need to know about – whether it is reimbursement related or new technology.

Here’s a true story of how an email newsletter could have benefited Ms. CPO who shared this story with me several years ago.

“A prosthetic patient, Sammy, came in to say goodbye and thank me for my years of care. He was going to XYZ O&P because he had received a mailing from XYZ highlighting a fancy new type of limb covering.   I convinced Sammy to stay by explaining that any prosthetist, nationwide, has access to that particular product and that he didn’t need to go to XYZ but could continue receiving care from me.”

In relating the story to me, she was furious. “How could he do that to me? I have taken care of him for years!” she ranted. “Why doesn’t he know that we (practitioners) can all buy the same parts?! That I can get him the same covering?!!”

My answer?

“Sammy did you a favor. He could have just left and not said anything at all and you never would have had the opportunity to win him back. When was the last time you let your patients know what products and services, especially the newsworthy ones, you provide?”

An email newsletter makes it so easy for you to keep your existing customers updated on all the new products and services you provide. It also provides an opportunity for you to remind them of all your other products and services. Do they think you are just the “AFO guy” because that is how they know you? They may have no idea that you provide prostheses or custom knee orthoses.

Tell them.

It can make the difference between keeping a patient and having them head down the street or across town for that “new” patient experience!

Questions? Stories? Need help with YOUR email newsletter?

Email me. Elizabeth-at-cecpo.com

General, Kentucky Orthotic Prosthetic, Orthotic Prosthetic Continuing Education, Orthotics and Prosthetics State Meetings

Registration is OPEN for the June 11-12, 2020 KOPA Online Meeting

kopa
What you need to know.
  1. This meeting will be held online. All presentation times are Eastern Standard Time.
  2. Meeting fee is $10.00 for KOPA members. (Your 2020 dues will be collected as part of the registration.) $70.00 total.cailor_diamond_sponsor
  3. You are eligible to register at KOPA member rate if you work in KY or you work for a company that has an office in KY.
  4. It is $100.00 for non-members.
  5. Please note: If you cannot show up for the live event on June 11th and/or June 12th, you will not receive a refund as the event will be recorded and you will be able to attend the recorded sessions until July 31, 2020.
  6. You do not need to attend every session if you have a scheduling conflict as you can come back to the recorded sessions after the event is over up until July 31, 2020. So, no refunds.
  7. You will receive credits for the sessions that you attend regardless of the day.
Agenda
Orthotic Fitter/CPed Program – Thursday, June 11, 2020
9:25am Welcome
(Fitter) Breakout Room
9:30-10:30am Spinal Orthoses, A Deeper View, Going Beyond a Commercial Approach, Carey Jinright, LO
10:45-11:45am Advanced Shoe Fitting, Billy Kanter, CPed
11:45am-1:15pm EST Lunch Break
(Fitter) Breakout Room
1:15-2:15pm Understanding Causes and Management of Partial Foot Amputations, Dennis Janisse, CPed
2:30-3:30pm How, Why, What: Ulcerated and Post-Ulcerated Feet, Dennis Janisse, CPed
3:45pm-5:45pm ACM (NCOPE’s Approved Clinical Mentor)*, Chris Robinson, MS, MBA, CPO, ATC, FAAOP (D) – Questions? Ask us.
*You must complete the recorded ACM modules in order to participate in the ACM Live.
General Session/Orthotic and Prosthetic Program – Friday, June 12, 2020
General Session Room
8:15am-9:15am Medicare Updates for O&P, Teresa Camfield, CGS
(P) Breakout Room One
9:30-10:30am SCUBA Research, Michael McCauley, MS, CPO/L, Duffy Felmlee, MSPO, CPO, FAAOP
10:45-11:45am Clinical Application for an Adjustable Volume Socket, Keith Cornell, CP
(O) Breakout Room Two
9:30-10:30am Orthoses for Various Uses: Plagiocephaly, Charcot Foot Issues, and Kids with Gait Anomalies, Bill Carlton, CO/L
10:45-11:45am Carbon Infused Polypropylene: Reimbursement, Fabrication and Clinical Implications, Gary G. Bedard, CO, FAAOP
11:45-1:15pm EST
Lunch Break – Time to eat lunch, complete eval forms and quizzes and visit the Exhibit Hall!
(P) Breakout Room One
1:15-2:15pm Understanding Vocational Rehabilitation & the Amputee, J. Chad Duncan, PhD, CRC, CPO
2:30-3:30pm “Holistic” Amputation Rehabilitation Protocols, New and Old for Best Outcomes, Craig Lombard, CP/L
(O) Breakout Room Two
1:15-2:15pm Overview of High Intensity/High Repetition Gait Training for Stroke Patients, John Frederick, CPO/L and Caitlin Deom, PT
2:30-3:30pm Solving Complex Foot and Ankle Alignment Issues with Case Studies,
Marmaduke Loke, CO
General Session Room
3:45-4:45pm O&P in the time of COVID-19, Invited Speaker
4:45-5:00pm Complete eval forms and quizzes and visit the vendors in the Exhibit Hall
Register-Now-button-red
General, Orthotic Prosthetic Continuing Education, Orthotics and Prosthetics State Meetings, Texas Orthotic Prosthetic

TDLR Waives Continuing Education, Other Requirements for Texas Orthotic and Prosthetic Professionals

TDLR Waives Continuing Education, Other Requirements

TDLR continuing education requirements are waived for all individual licenses expiring in March, April, May, and June 2020.

Licensees still need to submit their renewal applications, pay the required fees, and TDLR will check their criminal histories, but they will not need to complete any TDLR-required continuing education this licensing cycle. (§51.405, Occupations Code)

Note: TDLR is not authorized to waive continuing education requirements imposed by a certifying or credentialing entity other than TDLR. If a certifying entity requires continuing education to maintain certification, and certification is required for Texas licensure, then that continuing education must be completed.

If the certifying entity waives continuing education or allows it to be completed on a delayed basis due to COVID-19, then you may follow the certifying entity’s policy.

The only two certifying entities for individuals who are licensed in prosthetics and orthotics would be:

bocusa

 

abc-logo

 

General, Marketing with Mansfield, Orthotic Prosthetic Continuing Education

It’s like REAL…only better!

Simulive.

It’s a real word. Go ahead. Google it. (or just click on that link.)

Simulated + Live = Simulive.

What does it mean? In a nutshell…you can be in TWO places at the SAME time. So, it’s presentation magic.

Virtual. Remote. Online. Webinar. Webcast. Etc. Etc. Etc.

The new presentation/education reality is via computer/phone/iPad/tablet using some type of platform (Zoom, Google, Webex, etc., etc., etc.) which relies on TECHNOLOGY. And what happens when you use technology? Technical difficulties. Right? Bound to happen. Especially when everyone and their actual grandmother is online.
Rightnow. Thisminute. Allday. Everyday. In2020.

Just go online (haha, you’re already there) and if you don’t already have your own list of “why I like least about leaning online” search for “why I hate online meetings” or “remote presentations are the worst.” You’ll be reading for days.

In the rush to get EVERYTHING online, people often forget that quantity is not necessarily quality and that the attendee (and the presenter!) deserve to have a seamless presentation experience. Time is a precious commodity. Just because a lot of us seem to have more of it right now doesn’t mean someone else has the right to waste ours with TECHNICAL DIFFICULTIES or, maybe even worse, the dreaded “uhhhhhhhhhhh” or “ummmmmmmm” or “like, like” or the “hang on for a second, there are chats coming in with questions and I need to read through them while I prioritize which ones to answer.”

we want it

I’ll say it again. The stakeholders – presenters, attendees, moderators, sponsors – should expect to have a seamless online/virtual/remote online learning experience.

Maybe each online event should have an “online event code of conduct.”

I (insert name) do solemnly swear that I will do the following or be forced to watch my presentation over and over and over again as punishment.

  • No technical difficulties
  • No verbal fillers
  • Provide real time interaction with attendees (in a way that does not detract from the content being presented)
  • BEGINNING AND ENDING THE SESSION ON TIME

What’s the key to having a SOLE (Seamless Online Learning Experience)? Simulive.

Contact CEC at  (844) 347-0738 to find out more.