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7. Keeping Customers in the Loop: Ten Ideas to Help Employees Sell the Organization
   Do you know what kind of marketers your employees really are? What do your employees really know about your offerings and are they willing and able to deliver on that knowledge?Healthcare administrators understand each employee has the power to retain customers and refer them to other services within the organization. However, the act of selling the organization is foreign to most healthcare employees. As a result customers perceive this lack of assertiveness as a sign the provider does not know or simply does not care about the customer’s ongoing or other health needs.There is no better bang for your buck than training your employees to look for opportunities to “sell” your organization. Unlike traditional selling where the goal is to “get your business,” your customers see this form of selling as valuable and welcomed advice. After all, finding another provider is hard work!Healthcare mystery shopping is one way to identify selling opportunities which have been missed. Perception Strategies, Inc. the nation’s largest provider of healthcare mystery shopping uses scenarios which give employees a chance to direct the mystery shopper to additional services within the hospital or healthcare system. Our research has shown that three times as

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7. Human Resource Handbook: A Guide in Recruiting
   A human resource handbook serves as a manual guide of all the rules, processes and policies applicable to your employee at the workplace. If your staff needs to know leave and time policies, it should be found in the human resource handbook.If your staff needs to know information about the bottom line of the company, it should be present in the human resource handbook. If you need the medical staff's number at their fingertips, it should also be listed in the human resource handbook.Moreover, a human resource handbook should contain detailed information about the benefits that the company provides to its employees. Since most companies have different leave policies, the information must be reflected in the human resource handbook.Other issues such as the company's stand on paternal leave for fathers, maternity leave for pregnant women, nursing leave for moms, casual leaves that may constitutes to emergency leave should be listed in the human resource handbook.To ensure that your employees will not look at the human resource handbook as a manual for privileges, you should also list out on the handbook all the duties and responsibilities of your staff.You can also include on the handbook about tricks and tips on how to become a success

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   While reading Ben’s Merchant Circle blog entry for July 3rd, I left a comment that I would like to expand on somewhat today. Ben’s blog discussed the importance of small businesses to the community, particularly a pharmacy from his youth. In my comment, I noted that flexibility was what made the small business owner king.In Ben’s example, the pharmacy owners were able to step outside the realm of profit and make decisions which ultimately improved the lives of those around them – decisions like letting a family in need have some food and medication for free. This would never happen at a store such as, say, Walmart (since Ben references that in his comment, I’ll follow suit).Let’s say that a person obviously in need comes into a large chain, be it Walmart or another mass merchandiser. The cashier decides that something should be done, so she would call her supervisor. The supervisor would contact the manager; the manager calls the store owner. This all assumes that the cashier isn’t laughed at immediately by those above her.A small business owner, however, has more flexibility. Many times, the person running the register either owns the business or is in close contact with the boss. Decisions can be made quickly, and if approval must be sought, it

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