Vancouver Business Journal

Sat04192014

Last update04:01:42 PM

Font Size

Cpanel
Trust, Park Service fail to reach agreement on Pearson Air Museum

Trust, Park Service fail to reach agreement on Pearson Air Museum

Several months after having entered into formal mediation talks to discuss issue...

Riverview Community Bank celebrates regulatory decision

Riverview Community Bank celebrates regulatory decision

Officials at Riverview Community Bank are moving forward with confidence knowing...

Commercial development: Building for tomorrow

Commercial development: Building for tomorrow

If commercial developers feel like circus performers walking a tightrope, there ...

 Business Growth Award finalists announced

Business Growth Award finalists announced

14 businesses have been named finalists for the Vancouver Business Journal's 201...

Is Food Processing part of Port “Comprehensive Scheme”?

Is Food Processing part of Port “Comprehensive Scheme”?

The leaders of a Clark County food processing company will bring their efforts t...

Developers cautious but developing

Developers cautious but developing

Although the Great Recession is behind us, many businesses and individuals are s...

Design & Construction

Commercial development: Building for tomorrow

Commercial development: Building for tomorrow

If commercial developers feel like circus performers walking a tightrope, there is good reason.

Limited financing, escalating regulatory and raw material costs, and still-low property valuations make penciling out a project difficult. And yet, workforce trends and emerging technologies demand designs that look to the future.

Build to the budget

According to Ron Frederiksen, president of RSV Bui...

Innovation & Manufacturing

Southwest Washington keeps its focus on manufacturing

Southwest Washington keeps its focus on manufacturing

Southwest Washington boasts a number of regional factors that are beneficial to the local economy. Among them are access to clean water, affordable power and a skilled workforce. These factors have continued to drive the local manufacturing industry in 2014 – an industry that was one of the first to convincingly move forward out of the recession.

“Advanced manufacturing aligns with both our Orego...

News Briefs

CREDC seeks health care startups to participate in “Shark Tank”

The Columbia River Economic Development Council (CREDC) is accepting applications from startups related to the health care sector interested in participating in Clark County PubTalk’s annual business pitch competition on Tuesday, June 17.

Spotlight

Audio Fox: A sound solution

Audio Fox: A sound solution

Like a lot of small businesses, Vancouver-based Sound Product Solutions started with a problem. Several years into retirement, Rex Clark was experiencing hearing loss – and he wasn’t the only one affected by that change.

“We had some disagreements, me and my wife, about where the volume should be on the TV,” said Rex. He remembered similar struggles between his own parents, but the best solution ...

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

Innovating innovation

Innovating innovation

If you want to attract innovation, you need to be innovative. The Clark County Economic Development plan, which guides t...

You can thrive without reinventing the wheel

You can thrive without reinventing the wheel

Every day the media bombards us with headlines of doomsday for American manufacturers. We read how competition is stiff,...

Special Editions

Top Projects and Building Excellence Awards

Print Edition

JA Teline IV

Inside Track

JA Teline IV

Lists

Avatar

North Bank Magazine

JA Teline IV