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Sales Tip of the Week: Problems are your Best Friends!

While it may seem counterintuitive, a problem can actually become one of your best sales tools. Why, you ask? Because it gives you the chance to make it right, enhance your relationship with the client or referral source, and impress them with how you handled the situation. Problems are golden opportunities - make good use of them.

Your competition all say that they provide quality care and great service, so just saying it will not set you apart or give clients peace of mind. Actions speak louder than words, and there's no better time to prove how great your service truly is than when a problem arises. So make sure that you welcome every problem and rejoice for the new opportunity!

Here are a few key steps to ensure you are maximizing your opportunities:

1) Make sure that you know immediately about any problems or issues with a client.
a. Work with intake and the clinical department to be their partners in excellent service for your referral sources. Focus on building a trusted relationship so that they will contact you about all issues immediately.
2) Contact the referral source involved immediately & start the process of taking care of their issues.
a. Remember that you must be visible. Let the referral source know that you are always involved and watching out for them.
b. Over-communicate. Communication is critical to a lasting relationship, so don't be afraid to stay in touch...often.
3) Ask if the problem has been resolved to the complete and total satisfaction of the customer. Studies have shown that the strongest relationships are those between a customer and a company where there has been a problem and it has been resolved to the customer's satisfaction.

If you are not taking problems and using them to your advantage YOUR COMPETITION SURELY WILL! How you handle problems will determine the referral source's perception of your company, and yourself. Like most things in life, it's up to you to decide how you'll react - only you can make that decision. So go ahead and welcome the problem with open arms!