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Self-taught filmmakers driving local industry

Self-taught filmmakers driving local industry

Ask a local about the film scene in Southwest Washington, and you’re likely to b...

Legal marijuana sales underway in Washington state

Legal marijuana sales underway in Washington state

A year and a half after voters legalized recreational marijuana in Washington st...

New apartment complex breaking ground in downtown Vancouver

New apartment complex breaking ground in downtown Vancouver

Portland-based DBG Properties LLC will break ground next week on a new $17.4 mil...

Southwest Washington’s Innovation Advantage

Southwest Washington’s Innovation Advantage

What enables Southwest Washington to attract innovation giants such as Hewlett P...

Clark College introduces new technical program

Clark College introduces new technical program

Clark College has introduced a new technical program while adjusting some existi...

Q&A: Commissioner Barnes talks business

Q&A: Commissioner Barnes talks business

We recently sat down with newly-appointed Clark County Commissioner Ed Barnes to...

Buy Local

Self-taught filmmakers driving local industry

Self-taught filmmakers driving local industry

Ask a local about the film scene in Southwest Washington, and you’re likely to be met with a blank stare. We have a few movie theaters, and there are some places that make videos, but a real film industry? If we do have one, where is it?

Well, if we’re looking for a real film “industry,” we’re going to have to keep looking for a while. However, there are many more hobbyists making their own movie...

Education & Workforce Development

Workforce Development: A return to personnel investment

Workforce Development: A return to personnel investment

It is a common reaction to economic downturn: companies understandably tighten their budgets; non-essential or slow-to-return investments get nixed pretty quickly. During the Great Recession, this was the case not only in Southwest Washington, but throughout much of the nation, as investing in a company’s most valuable asset – their employees – fell victim to the reigning in of purse strings.

Wit...

News Briefs

DiscoverOrg achieves record revenue growth in first half of 2014

DiscoverOrg, a Vancouver-based provider of IT sales leads intelligence, announced that it has achieved record revenue growth (+62 percent) in the first half of this year, compared to the same period in 2013.

Spotlight

Teamwork & training driving growth at Premiere Property Group

Teamwork & training driving growth at Premiere Property Group

Four years ago, Steve Borwieck, owner of Premiere Property Group LLC, (PPG) decided to launch his own brokerage.

“When you know something you should teach it, because when you teach it you master it,” said Borwieck.

But when he approached his boss with the idea of teaching some classes to brokers, they “brushed him off.” So, he said, “I rocked back in my chair and thought ‘I can do this as well’...

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

A long-term win for all

A long-term win for all

Becoming involved with workforce development is an opportunity for businesses to contribute to the economic health of ou...

Outstanding employees are standing by

Outstanding employees are standing by

In today’s competitive marketplace every employer wants to hire outstanding employees. While there continues to be a hig...

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