Vancouver Business Journal

Mon07282014

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More businesses helped by WSU Vancouver program

More businesses helped by WSU Vancouver program

Since 2011, more than 100 small businesses in the Vancouver area have received c...

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 t...

Aerospace grant to fuel expansion of Clark College

Aerospace grant to fuel expansion of Clark College

Clark College is growing its presence in the Columbia River Gorge thanks to a st...

Local alliance ready to shape state health care reforms

Local alliance ready to shape state health care reforms

Backed by local industry leaders, members of the Southwest Washington Regional H...

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...

Banking & Money Management

Challenges & successes in local lending

Challenges & successes in local lending

Reaching the two-year mark is a milestone for small businesses. Not only can owners celebrate the survival of their life’s work, but doors to one of the most vital resources – capital – also begin to open up.

G6 Airpark in Vancouver recently reached this milestone. The local business is a trampoline park, a place where children and adults alike can play on wall-to-wall trampolines. But for owner ...

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

Subaru delivers one-millionth car to Port of Vancouver

Subaru of America and the Port of Vancouver recently celebrated a milestone as a red 2015 Forester became the one-millionth Subaru vehicle to cross the port’s docks.

Spotlight

Wacom eyes continued growth of product lines

Wacom eyes continued growth of product lines

As Doug Little is being interviewed, he motions to the ball-point pen taking notes in my hand.

“You’re using a pen [and paper] right now, but you could be doing that with our tablet,” he said. Little is the senior public relations manager for Wacom Technology Services, a Tokyo-based company whose headquarters for the Americas are located in Vancouver.

Wacom specializes in creating a more intuiti...

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

Improve payment processes by making them more integrated

Improve payment processes by making them more integrated

You’ve probably heard the saying that there’s nothing good that cannot be improved on. In the changing world of payables...

Don’t let your business become a victim of bank fraud

Don’t let your business become a victim of bank fraud

Your bank or credit union is the lifeblood of your business and critical spoke in the wheel of daily commerce. To their ...

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