All workshops can be tailored to your time frame, goals, and budget.

Workshops approved for CEUs
Managing Service Recovery
Excellence in Customer Service

Customer service and service recovery workshops
Focused Facility Review
Complaints and More Complaints
Cool Customer Relations
Customer Service Friendly - Getting Ahead of Complaints
Get out of the Ruts

Sales and marketing workshops
Getting Healthcare Marketing on Track ... Asking the Right Questions.
Sales Call or Well-paid "tourists"
The A, B, C's of Marketing
Putting the Mystery Back into Marketing
Turning Community Events into Sales Leads

Quality improvement workshops
Communications that Win Over Families
Understanding the Quality Movement and Baldrige
Quality: Understanding it, Doing it, Being Recognized
Quality: Taking it Up a Step

Employee training and retention workshops
Taking the Mystery Out of Reducing Turnover
Winning Plays for the Team

Nonprofit Governance
Getting Board Members Involved in Fund Raising
Orientation Express

Sales and marketing workshops

Getting Healthcare Marketing on Track ... Asking the Right Questions.
Filling beds in long-term healthcare settings in a competitive market can be a challenge. Asking your marketing director "What is your census today?"  is not very productive. It frustrates the marketing director by not providing any constructive direction. And it can frustrate you by not understanding why census is down. Ron will cover the most important questions you should be asking and the ten (10) areas to review if a facility has open beds.

Sales Call or Well-paid "tourists"
Do your marketing people know how to generate referrals or are they well-paid "tourists as they make sales calls - merely visiting?  Ron will cover the differences between a sales call, networking call and a marketing call.  Through this program, your people will be equipped with the skills and tools needed to do pre-call planning and make an effective sales call. They will be able to handle the five concerns most often expressed by referral sources.

The A, B, C's of Marketing
Everyone is a potential referral source.  That might be true.  But do your administrators and marketing staff understand how to prioritize referral sources into "A, B, and C" priorities?  Are they calling on the same people with the same results?  In this session, Ron covers a weekly process to broaden the base for referrals. He also covers how to make the best use of promotional materials and how to assure that they won't be thrown away after you leave.

Putting the Mystery Back into Marketing
What do families see and hear when they tour the facility- on evenings and weekends?  How do you know?  How does your facility rank in comparison to other facilities?  The only way to truly measure how the facility ranks in the community is to have it "mystery shopped." Ron will cover the techniques of a successful mystery shop program. The benefits to a staff that knows they will be measured go beyond the periodic mystery shop.

Turning Community Events into Sales Leads
Many managers believe that new admissions are generated by "word of mouth."  Has the facility implemented specific programs and techniques to market your facility using word of mouth?  If you aren't using them, you are missing opportunities to fill your beds.  Ron will cover the difference between community events and "lead-generating events" He will also describe how to repair a reputation problem in a community.