Vancouver Business Journal

Fri11282014

Last update12:51:28 PM

Font Size

Cpanel
Seven tips for taming the content marketing beast

Seven tips for taming the content marketing beast

Content marketing is the “art and science of using content or stories to sell so...

Bleu Door Bakery owner purchases Uptown Village building

Bleu Door Bakery owner purchases Uptown Village building

Bonnie Brasure, owner of Uptown Village-based Bleu Door Bakery, recently purchas...

City rolling out “one-stop licensing”

City rolling out “one-stop licensing”

In what can still seem like an incredibly volatile business environment, the cit...

The changing face of SEO

The changing face of SEO

Five years ago, search engine optimization (SEO) centered around using keywords ...

Accomplished & Under 40 class of 2014

Accomplished & Under 40 class of 2014

Each member of the Accomplished & Under 40 Class of 2014 has their own inspi...

Ghost Runners Brewery to open new production facility

Ghost Runners Brewery to open new production facility

Beer lovers, rejoice! A new place to fill up your growler is coming to Vancouver...

Real Estate & Development

Local office market heating up

Local office market heating up

The commercial office real estate market in Southwest Washington continues to improve, according to local real estate professionals contacted by the Journal.

The overall vacancy rate for top-tier class A and B office properties has dropped to 16 percent or less, from a high point of about 21 percent a few years ago, according to Adam Roselli, commercial broker at Eric Fuller & Associates.

“E...

Marketing & Strategic Communication

Seven tips for taming the content marketing beast

Seven tips for taming the content marketing beast

Content marketing is the “art and science of using content or stories to sell something,” according to Kari Olivier, director of marketing and business development for Vancouver-based strategic communication agency AHA!.

“Content” includes print brochures, blog posts, website copy, videos, podcasts and information shared via Instagram, Pinterest, Twitter, Facebook and LinkedIn. The overall goal, ...

News Briefs

From the List: Sign companies (2014)

What are the largest sign companies in Clark County? We ranked them by number of FTEs. In the event of a tie, companies are ranked by year established. Figures as of 10/10/14.

Spotlight

My Auto Repair Center brings “membership-only” model to auto care

My Auto Repair Center brings “membership-only” model to auto care

As a minister, Mike Miller has dedicated his life to trying to make the world a better place. Three decades ago, he founded Dare to Live in an effort to prevent teen suicides. Eight years ago, realizing that car trouble could lead to a lost job and a raft of other problems for people with few financial resources, he started the Carpenter’s Garage, a nonprofit mechanic shop for the poor.

Then, ear...

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

The tech effect on property management

The tech effect on property management

Love it or hate it, technology has certainly changed the world of business, blurring personal and professional lines and...

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)....

Special Editions

Business Growth Awards

Print Edition

JA Teline IV

Inside Track

JA Teline IV

Lists

Avatar

North Bank Magazine

JA Teline IV