Vancouver Business Journal

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GVCC launches Small Business Advisory Council

GVCC launches Small Business Advisory Council

The Greater Vancouver Chamber of Commerce (GVCC) has formed a Small Business Adv...

Available light industrial property scarce in Clark County

Available light industrial property scarce in Clark County

With all the vacant land in Clark County, you’d think businesses wanting to move...

Give More 24 results:  1,842 donations, $431,994 raised

Give More 24 results: 1,842 donations, $431,994 raised

Give More 24!, a 24-hour fundraising event organized by the Community Foundation...

WSU medical school initiative could benefit Clark County

WSU medical school initiative could benefit Clark County

Officials at Washington State University believe the time has come to pursue an ...

A debate of value: NW Packing and Port of Vancouver negotiations continue

A debate of value: NW Packing and Port of Vancouver negotiations continue

NW Packing, a part of Neil Jones Food Co., is troubled by their negotiations wit...

Manufacturers investing in the future

Manufacturers investing in the future

Invest in what you do. That is the mantra of many Southwest Washington manufactu...

Innovation & Manufacturing

Manufacturers investing in the future

Manufacturers investing in the future

Invest in what you do. That is the mantra of many Southwest Washington manufacturers this year, as they pour significant investments into new facilities, equipment and infrastructure.

Take ProTech Composites, for example. This carbon fiber manufacturer grew sales 57 percent last year and projects 30 percent growth this year. Jeff Olsen, ProTech Composites president, said that the company is on tr...

Real Estate & Development

Available light industrial property scarce in Clark County

Available light industrial property scarce in Clark County

With all the vacant land in Clark County, you’d think businesses wanting to move here would have no problem finding a location. It turns out that’s not the case.

According to industry experts, there is a shortage of ready-to-use sites for light industrial purposes, and a demand that isn’t being met.

“The problem we have is a lack of infrastructure on many properties that would be suitable for li...

Spotlight

Columbia Hobby Distribution experiencing explosive growth

Columbia Hobby Distribution experiencing explosive growth

Who wouldn’t want to turn their hobby into a hefty paycheck? That is exactly what Stephen Tingwall, CEO at Columbia Hobby Distribution, did.

In 2004, Tingwall started selling hobby collection supplies on eBay. These supplies include storage boxes and display cases for collectibles such as coins, stamps, comics, trading cards and autographed baseballs or football helmets.

“The company started out...

Through your patients’ eyes

If you run an office – whether it’s a medical practice or not – taking a regular look at how customers access your services can be a valuable lesson. A “mystery shopper” may help identify obstacles or give advice for improvements.

If you run an office – whether it’s a medical practice or not – taking a regular look at how customers access your services can be a valuable lesson. A “mystery shopper” may help identify obstacles or give advice for improvements.

A recent seminar by consultant and author Kris Baird gave specific examples (and showed the crazy photos of real-life instances) of what not to do in terms of customer service. She suggested medical practices examine themselves in seven areas:

The one that got away

Does your practice consider the experience before someone arrives for the first time? Are your phone system and website up to date and easy to navigate? Should the website give office hours so a potential caller knows when to best contact you?

Most of us don’t realize how many customers leave before they even enter our systems.

You never get a second chance

Does your physical environment reflect your level of quality? Baird presented an insightful picture that showed the spaces reserved for disabled people outside an office were further down the sidewalk than the spots reserved for doctors.

We’re glad you’re here

If the first message that greets customers is a list of rules and regulations, they may not feel welcomed. Creating a welcoming reception isn’t expensive – it simply takes the right folks who understand eye contact.

He said what?

In often anxious situations like medical settings, the friendly banter of staff may need to be reserved for the break room.

Worth a thousand words

If everything speaks, what messages do your customers get by seeing cluttered bulletin boards or overflowing garbage bins? Little things can be perceived as lack of quality.

Doctors, PAs, technicians, referral coordinators and more…

With the complexity of medical offices, most of us who visit them don’t know the roles anymore. Are all these folks on the same page in terms of instilling confidence in your processes?

Out the door

What is the last thing a customer hears, sees or feels at the end of the encounter? Key words at key times can make a lasting impression.

Looking at ourselves isn’t easy. Mystery shopping is not intended to judge clinical competency but rather how patients feel about the encounter. Wouldn’t it be ideal if everything about the customer encounter instilled trust that we are delivering on the promise of safe, high-quality health care?

 

Chad Dillard leads marketing and communications efforts for Southwest Washington Health System. He can be reached at This email address is being protected from spambots. You need JavaScript enabled to view it. or 360-514-7263.

Opinion

Focus Column

Lurking dangers in purchase and sale agreements

Lurking dangers in purchase and sale agreements

Many who purchase real estate put faith in their broker to correctly complete “form” Purchase and Sale Agreements (PSA)....

An update on the Clark County office market

An update on the Clark County office market

As seemingly with most businesses and families, the commercial office market in Clark County has made it through the rec...

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