Vancouver Business Journal

Sat10252014

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WSU Vancouver: Enhancing the business community for 25 years

WSU Vancouver: Enhancing the business community for 25 years

25 years ago, Washington State University opened its Vancouver branch on the Cla...

Maruichi Northwest to invest $30 million in port steel mill

Maruichi Northwest to invest $30 million in port steel mill

A new steel mill is coming to the Port of Vancouver USA’s Centennial Industrial ...

Tidland Corporate Center sold for $3.3 million

Tidland Corporate Center sold for $3.3 million

Tidland Corporate Center, a 64,000-square-foot industrial building and 6.03-acre...

Introducing the Accomplished & Under 40 Class of 2014

Introducing the Accomplished & Under 40 Class of 2014

The Vancouver Business Journal is pleased to announce the Accomplished and Under...

East county bridge proposal causes contention within freight industry

East county bridge proposal causes contention within freight industry

After $200 million taxpayer dollars were spent on the botched Columbia River Cro...

Angels bringing ideas to light

Angels bringing ideas to light

Most new businesses come to being with a great idea. How to get that great idea ...

Education & Workforce Development

WSU Vancouver: Enhancing the business community for 25 years

WSU Vancouver: Enhancing the business community for 25 years

25 years ago, Washington State University opened its Vancouver branch on the Clark College campus. From the very beginning, the university has been closely tied to Clark County’s business community, and those partnerships have grown even stronger over the last quarter-century.

WSU-Vancouver Chancellor Emile “Mel” Netzhammer joined the campus in July 2012, and has glowing praise for the relationsh...

Food & Agriculture

County, wine industry approaching smoother waters

County, wine industry approaching smoother waters

A learning experience. That is how both vineyard/winery owners and county officials seem to view the past few years, as they sought solutions that would encourage the development of wineries in the county while mitigating impacts to neighboring parcels. And, like many learning experiences, it was sometimes fraught with mistakes, misunderstandings and frustration. But Marty Snell, Clark County comm...

News Briefs

SWWDC and partners receive grant to train long-term unemployed individuals and veterans

The Southwest Washington/Portland Metro Area will receive nearly $8.5 million in grant funds to train 850 long-term unemployed individuals and 150 veterans for jobs in manufacturing and information technology.

Spotlight

ExecuTech Lease Group: Putting the personal touch into equipment leasing

ExecuTech Lease Group: Putting the personal touch into equipment leasing

Many restaurants and small businesses use a cash register and a separate terminal to handle sales, while another PC handles timecards and inventory management. But as the business grows, so does the need for a full-scale point of sale (POS) system. Such a system in a restaurant, for example, integrates everything from placing an order to a credit card swipe into one piece of equipment. But this ty...

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

Local restaurants master recipe for good health

Local restaurants master recipe for good health

Six local restaurants are discovering that good health is good business.

Dragonfly Café, Farrar’s Bistro, Mighty Bowl, ...

Revival of cooperatives

Revival of cooperatives

Agricultural cooperatives are a quiet but massive force in our national economy, producing nearly $4 billion annually an...

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