Dont Let the Government Run Your Business

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Dont Let the Government Run Your Business!

• Michael W. Hamilton

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Change is not necessary. Survival is optional.

• W. Edwards Deming
• Developed change-management program that
  rebuilt Japan after WW2
• Encourage intrinsic motivation
• Empower employees!

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Change or die!
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The Seven Deadly Sins of Customer Service

• Putting profits ahead of service.
• Complacency.
• Poor training.
• Its not my job!

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Teamwork is Essential!

• Not listening.
• Isolationism.
• Lip service.

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Satisfactory is not acceptable

• Perception is reality.
• A mistake is a chance to improve.
• Not problem Opportunity!5
• Make everyone feel important.
• Question everything.

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The Art of Listening

• Ask In what ways can we?
• Assess the situation. Get the facts.
• Generate possible solutions with green light,
  non-judgmental thinking.
• Select the best solution.

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Use all available tools

• Check for sources of payment.
• Use the ABN
• Accept credit cards.
• File Non-assigned claims.

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Maximize your Skills

• Dont interrupt.
• Ask questions.
• Avoid prejudice.
• Dont jump to conclusions.
• Pay attention to details.

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Maximize your Skills (Contd)

• Interpret what you hear.
• Look for implications.
• Think!
• Engage brain before opening mouth.
• Take action!

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A Quick Guide to Proper Telephone Etiquette

• Identify yourself.
• Speak up.
• Smile!
• Pay attention.
• Keep your promises.
• Be clear.
• Dont share secrets!

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Dont

• Interrupt or be rude.
• Argue with a customer.
• Multi-task while on the phone.
• Talk to others at the same time.

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When leaving a message

• Speak up!
• Talk s l o w l y
• Identify yourself your company.
• State the purpose of the call.
• Leave number one-digit-at-a-time.

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Calming an Angry Caller

• Listen be quiet and let them vent
• Agree with them be understanding
• Try to be helpful dont say I dont know
• Dont transfer or put on hold
• Dont take it personally and follow up!

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Do not meddle in the affairs of dragons, For thou
art crunchy, and good with ketchup!
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If you believe in telekinesis,raise my hand

• No one can do it for you!
• You have no right to expect others to do it for
  you
• If you are going to operate a business that
  depends on entitlement programs, you must budget
  time money to

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• Get to know your representatives
• Learn to lobby
• Keep up with the issues in play
• Support local and national associations.
• Get others involved, including your staff,
  vendors, referral sources, patients and
  caregivers
• Any questions? Class dismissed