August 5th, 2010 Drew Stevens
My family and I were having issues with our television service and called our provider for assistance. After being placed on hold and conducting numerous tests a technician was dispatched to our home 12 hours later. Considering, this is not bad,
The following morning a technician arrives and conducts a battery of tests to determine the source of the issue. We speak for a few moments and without hesitation he returns to his truck and begins to replace every cable box we have. No questions, no further tests, nothing. More importantly, there was more interest in moving from my home to the next and just getting through the day. The technician illustrated little passion, little interest and little customer connection. This was simply a job.
Service providers have an obligation to perform higher than those with products. With a myriad of competitors the only line of differentiation is customer service. Customers are the purpose of business not an interruption. Remain attentive to customer retention or risk facing a power outage.
2010. Drew J. Stevens PhD. All rights reserved.
Drew Stevens is one of the world’s leading authorities on Sales Marketing & Business Development Solutions . Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Acceleration. To discover how Dr. Drew can assist your organization visit his marketing and sales website.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, entrepreneur, legal marketing, marketing, marketing techniques, practice management, practice management for chiropractors, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
June 19th, 2009 Drew Stevens
(St. Louis, MO) Business expert, Dr. Drew Stevens provides cures for new chiropractors just starting a new practice. One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success. Tuesday June 23rd, Dr. Stevens will be visiting Logan College to give a seminar to upcoming chiropractors to present them with successful practice management strategies.
Dr. Drew will be speaking about the three strategic pillars for any successful chiropractor. According to Dr. Stevens, the most important of these pillars is customer service, because in an age when competitive differentiation is required; customer service is vital to organizational success.
“I am honored to be asked by Logan College to come and speak to their future generation. A point of expression is that chiropractors, like many other business owners need to be marketers.” Dr. Drew states, “My emphasis will be on the three pillars of success; sales, marketing and customer service.”
Stevens Consulting Group is an international consulting organization specializing in business growth. Dr. Stevens is a business growth and selling specialist having served over 60,000 professionals around the globe.
For more information on Stevens Consulting Group, visit www.stevensconsutinggroup.com or call Saisha Judd at 281-546-5094/877-391-6821.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, business development, customer relationships, customer retention, customer service, marketing, marketing techniques, practice management, practice management for chiropractors, sales and marketing, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, selling skills, selling techniques, selling tips | Comments Off
June 3rd, 2009 Drew Stevens
One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success. For many firms, strategy fails in implementation because it 1) reaches too far into the future or 2) is not understood by management and staff and 3) lacks accountability. Organizations will fail in the latter two areas when there is little incentive for following procedures and processes.
The core tactics directly support the major pillars of professional success for any and every organization including chiropractics. In fact, many chiropractic firms are lacking in two areas or more. The turbulent economy requires new methods of reaching patients and retaining those that sit on the fence. Chiropractic like any successful business requires the 3 Strategic Pillars: Sales, Marketing and Customer Service.
1. Customer Service. Peter Drucker once stated that every organization exists for one reason- the customer. Yet survey research proves that asking chiropractors why they are in business, over 87% state the reason as money. Untrue. This is absolutely the wrong way to think about a business. The business of chiropractics requires an inexplicable amount of foot-traffic dependent demographics and location. In an age when competitive differentiation is required; customer service is vital to organizational success.
Customer Service is not simply a notion or experiment; it must be the organizational culture. This begins with the front desk and the manner in which each patient is greeted. It extends to the treatment room and how Physician Assistants and other staff engage and interact with patients and finally it is the mannerism of the doctor. There is an ever present need to provide an experience that keeps patients returning and creates a buzz for the firm.
2. Marketing. Chiropractors are not in the back treatment business, they are in the marketing business. According to the American Marketing Association, marketing is the organizational function and set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. This denotes that chiropractors must conduct business activities that provide value, increase buzz, and engage prospective patients while finally converting them into frequent clients.
Recent research illustrates an interesting perspective; chiropractors not working the business. Ironically nothing happens without a client. However, rather than use integrated marketing concepts, doctors hang shingles, place ads and build buildings without return on investments. Today, patients are receiving more than 8000 marketing messages per day. This equates to a myriad of messages from competitors and non-holistic advocates that deter messages from your organization. To be successful, a business must create a series of integrated messages that produce brand appeal and client allure. Nameplates on buildings do not equate to client value.
3. Sales. Without something being sold nothing happens. If one wants business they must seek it. The practice of chiropractic requires a doctor and all the staff to be ready to make a sale. Simply put this requires a cultural mindset. Selling is simply moving the patient relationship forward so that there is trust and value. Patients conduct business with whom they know and trust. This is a competitive differentiator. All staff needs to engage patients and create trusting and rewarding relationships.
Chiropractors must be very active and educated entrepreneurs. The business requires strategies and techniques that move patients from the stands into the field of play. It is not about treating body issues and ailments but how effective the physician and staff is at getting out the message, creating a buzz and increasing foot traffic in the waiting room.
Copywrite 2009. Drew J. Stevens Ph.D. All Rights Reserved.
Patient Room Empty? Seeing better methods to expand business with less labor? You must gain free sales and marketing strategies from Dr. Drew. Visit http://DrewStevensConsulting.com/freestuff
Posted in Drew Stevens PhD, Sales Training, practice management, practice management for chiropractors, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | Comments Off
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