What do you get when you mix a global pandemic + unprecedented unemployment + peaceful protests for social justice mixed with destructive riots? The answer: a world in crisis mode. How does that make you feel? Defeated? Like there’s nothing that you can personally do to change the course of events? Of course, we all feel that way to a certain extent. It’s the easiest, most natural reaction to everything that’s happening. So, then I ask myself, “what can we tell Associates to keep their staff motivated?” When their business has been significantly impacted and they’re considering how to keep the business afloat, what should they access? What steps should they take and what changes should they make immediately? What can they do to bounce back? And, how does a setback impact overall goals for the year?
The conclusion that I have come to is comprised of two things:
- Stay positive and motivated
- Focus on what you can control
Staying Positive and Motivated
Staying positive (and motivated) amid a crisis is difficult, but it can be done. When is the last time that you paused to think about why you do what you do? How often do you share that with your staff? Do you have a mission statement? Does it effectively communicate your passion for helping people to sustain a higher quality of life? During this crisis, healthcare and connections with loved ones are more important than ever. While hearing may not be a life or death matter, it is directly linked to mental health and cognition. Has there ever been a time in recent history when it is more important for anyone, especially patients in our target demographic, to do all they can to preserve a sound mind (no pun intended)? So, start by reminding yourself of why you do what you do, and communicate that to your co-workers. After you do, you might find that their reactions will inspire and motivate you in return.
Focus on What You Can Control
Next, we need to remember that there are factors we can control and factors that are out of our control. Let go of the items that are out of your control and focus on the three items that you can control:
- The thoughts you think
- The images you visualize, and
- The actions you take.
Every person in the practice can control certain aspects of their day, including how they interact with patients. There will come a time (or several times) that we all need to take a good look in the mirror and ask ourselves if we did everything that we could to help our patients move forward with hearing treatment. Keeping in mind those items that we can control, I’ve compiled a checklist for some of the key players in the practice:
Checklist for Front Office Professionals:
- Proper phone etiquette
- Triage to determine the proper action (remote care, curbside service, or an appointment)
- Identify out of warranty patients requesting service and schedule the appointment appropriately
- Convert opportunity calls into appointments
- Ask for a Third Party (companion) for every opportunity appointment (in-person or virtually)
- Follow confirmation protocols to minimize no-shows and last-minute cancellations
- Identify areas where you could sharpen your skills and ask for help
Checklist for Providers:
- Follow a sales process to ensure consistent inpatient experience
- Conduct the evaluation using the Third Party (companion), whether in-person or virtually
- Make a solid recommendation for the solution if hearing loss is identified
- Provide “Care After No” by conducting tested-not-treated follow-up phone calls
- Provide “Care After Yes” by conducting follow-up calls to patients who chose to accept treatment
- Ask for testimonials and referrals
- Identify areas where you could you sharpen your skills to motivate patients into a treatment plan and ask for help
Checklist for Owners/Directors of Operations:
- Define the business’ strategy for utilizing remote care, curbside services, and in-person appointments
- Routinely review your financial situation: monthly P&L review and weekly or bi-weekly update of the cash-flow analysis/projections
- Implement tracking procedures for opportunity creation and other key performance indicators
- Amend your marketing budget and plan considering the altered circumstances
- Implement a block schedule that reserves time for enough opportunities to reach the business’ financial goals
- Monitor the block schedule for compliance and achievement
- Communicate responsibilities and practice goals with the staff
- Utilize the daily huddle to create a culture of accountability and teamwork
- Encourage staff development by offering opportunities for skill development
- Celebrate wins/achievements
- Identify areas where you could sharpen your skills as a leader/manager and ask for help
In the chaos of our world today, we know that the hearing industry will continue to change and fluctuate, but we also know that more and more patients continue to struggle from hearing loss. The changes in society and our industry are out of our control. The number of patients seeking help for hearing loss in these crazy times is also out of our control. However, our actions in response to the people who are seeking help are 100 percent within our control. By tackling this checklist, you can be confident that you are doing everything you can to effectively provide a solution for your patients’ hearing challenges. If and when you ask for help, rest assured that CQ Partners has the knowledge, skills, resources, and experience to guide you through any and all of the items on this checklist. We, too, are focusing on what we can control so that we can help you to do the same. Taking these steps together should give us all peace-of-mind that our businesses will continue helping more people hear well – both now and in the future.
About the Author
Dr. Kari Londo joined CQ Partners in 2019 with more than 12 years of experience as a clinical Audiologist. She received her doctoral degree in Audiology from Nova Southeastern University in Florida. Kari has a deep understanding of the hearing industry, having previously worked directly with patients in private practice and ENT, as an Account Manager for a hearing aid manufacture, and now on the business side as a CQ Account Manager. She is passionate about improving the lives of individuals with hearing loss and helping hearing practices grow by helping these individuals. When she’s not working, Kari can be found playing volleyball, socializing with friends, or enjoying the outdoors.
