SERVICE DELIVERY 101

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SERVICE DELIVERY 101
Denise Middleton, MA, CCC-SP Miller Standel
Speech Pathology Services, Inc. ExecutivExpression
Sherman Oaks, CA
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Practice Management is

• Critical to a successful operation
• You must wear multiple hats
• Owner
• Clinician
• Marketing Sales Rep
• Supervisor
• Bottom LineThe buck stops with you

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Service Delivery Considerations

• Speech Only or Multidisciplinary
• Group vs. Individual
• Assessment or Treatment or both
• Use of Technology to enhance Therapy
• Product Distribution

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Caseload Management

• Payment Billing Method
• Cash only
• Accept Insurance
• Credit Cards?
• Computer Based Systems
• Outsource

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Computer Programs

• QuickBooks
• 200-400 single user
• Scheduleview
• 200-600
• Therapist Helper
• 995 and up
• Therasource
• Base package 149 per month
• Practice Resource
• From 995

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Marketing 101

• Networking Sales

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What is Marketing?

• Definition of Marketing
• Develop a Marketing Plan
• Its your roadmap
• Where are you now?
• Where do you want to go?
• How will you get there?
• A variety of sources recommend 1-5 of gross
  receipts
• Revisit this plan at least quarterly
• ASHA Marketing Manual A Reference Guide 1997

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Develop a Marketing Message

• No more than 30-60 second message
• Why would people want to do business with you?
• People dont want to be sold to
• Three things to have in your message
• Wow statement
• Credibility statement
• Call to action
• LESS IS MORE!!!

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Develop Marketing Opportunities

• Find Opportunities
• Direct Marketing
• Indirect Marketing
• Word of Mouth Marketing
• Networking Groups
• Determine your target market, then
• Attend events where people you want to meet
  gather
• Join groups/organizations that fit into your
  marketing plan
• Before attending, know who will be there
• ID key people you want to meet

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Tracking Your Leads

• Its not always the person you meet, its the
  people they know.
• Each person knows at least 10 people
• Follow up on your leads
• Get to the decision maker
• What makes you different from another agency?
• Let your prospective clients remember you
• Schmoozing

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Marketing Materials

• Logo
• Brochures Business Cards
• KEY Your stationary, biz cards, invoices, must
  all tie together. You are building BRAND-EQUITY.
• Website
• Its Actually a Virtual Storefront
• Building a website is like building a brick and
  mortar office
• Online Do-it yourself kits
• Hire a student techie
• Hire a professional Website Design Company

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Additional Sources for Marketing Materials

• Speech and Hearing Awareness Marketing Material
• ASHA publications
• May is Better Hearing and Speech Month
• Vendor Catalogs
• Giveaways with your name and logo

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Recommended Reading
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