Issue link: https://read.dmtmag.com/i/45026
20 Smart Talk REPAIRS Avoid aggressive scheduling BY DICK FULLER Q. How do we reduce service calls? A. Sending your repair tech on a 40-mile drive to perform a minor repair on a wheel- chair is more than a nuisance; it really hurts the bottom line. Way too often, the typical field tech is over-scheduled for the day. While it would appear that this approach would get the most work done, it is one of the worst things you can do. Why? Because an aggressive schedule for field service means that the tech will only have time to knock out the specific repair, and miss the opportunity to inspect other components of the chair to identify other problems looming. Building in some breathing room for the field tech's daily call WWW.HMENEWS.COM / NOVEMBER 2011 / HME NEWS schedule makes it possible to batch more job operations in a single service call. This helps build the amount of labor that can be billed per service call. This is critical to grow the "average invoice" benchmark and increases repair department revenue. Identifying and correcting problems that are in the making while on a service call will also ultimately reduce the frequency of service calls. Now we are reducing cost. Here's how to implement a batch-pro- cessing approach: 1. Give your techs a checklist to guide them on what to inspect. Insist that this is done for every repair. 2. Instruct schedulers to allow enough time for for techs to thoroughly perform the repair and checklist. 3. Communicate a plan and set goals. It is essential to let the techs know that they are expected to use the extra time to take care of lurking problems. Track their bill- able hours, set goals, and let them know results. HME Dick Fuller is the owner of Richard Fuller Consulting. Reach him at fuller@rfullerconsulting.com or 636-451-6220. CUSTOMER RETENTION Get them to return with rewards BY JENNIFER SOWARDS Q. How can I improve patient loyalty? A. In these trying and difficult times as a Medicare supplier, it's essential that you implement new procedures into your business to maintain patient loyalty. Rela- tionships have a tendency to drift out of view when there is no ongoing contact. Try developing a frequent communica- tions plan for your existing customer base to generate brand awareness and to reacti- vate the relationship. Why not try imple- menting patient loyalty programs, such as earning points or giveaways on products purchased for cash within your store? Stay in touch with existing clients by sending out satisfaction questionnaires or surveys. These small adjustments to your existing business can help ensure patients visit your location when in need of medical supplies a second and third time. As consumers, we consistently see loy- alty programs being offered by various businesses. Why should your store be any different? These programs are developed to encourage local buying behavior with a rewards card similar to a credit or debit card. By presenting the card, the purchaser is entitled to some sort of discount or an allotment of points that can be used with future purchases. Rather than losing poten- tial cash business to a pharmacy chain or retail outlet, start using a loyalty program to increase patient consistency. Satisfied customers will usually return and buy more, tell others about their expe- riences, and may be willing to pay a premi- um price for the privilege of doing business with a supplier they trust. An effective customer satisfaction survey program should focus on measuring cus- tomer perceptions of how well the com- pany is delivering its services to existing patients. The questions should focus on important factors such as service prompt- ness, staff responsiveness and understand- ing of the customer's problems. The most important thing about conducting a sur- vey is what you do once you have answers. Analyze the return results and value the customer's opinion to make necessary changes in your policies. HME Jennifer Sowards is COO of HME Providers, Inc. Reach her at jsowards@hmecorporate.com or 321-267-7576 ext. 222.