Vancouver Business Journal

Sun09212014

Last update09:01:51 AM

Font Size

Cpanel
Local cemetery faces unexpected challenge as trends change

Local cemetery faces unexpected challenge as trends change

“The industry-wide challenge that we face is the majority preference for cremati...

Philanthropy coverage: Business spotlights

Philanthropy coverage: Business spotlights

There’s a tradition of philanthropy within Southwest Washington’s business commu...

Philanthropy coverage: Nonprofit spotlights

Philanthropy coverage: Nonprofit spotlights

Southwest Washington enjoys a healthy nonprofit sector. Simply put, these organi...

Talks over propane/butane export terminal at Port of Longview progressing

Talks over propane/butane export terminal at Port of Longview progressing

The Port of Longview and Haven Energy are “finding common commercial ground” in ...

Dancing with the Local Stars raises $154,000

Dancing with the Local Stars raises $154,000

Saturday's Dancing with the Local Stars raised $154,000, according to a report f...

Developer hopes to construct Uptown Apartments in early 2015

Developer hopes to construct Uptown Apartments in early 2015

Pending approval from the city of Vancouver, construction of the Uptown Apartmen...

Technology & Electronic Solutions

Cloud computing becoming the new norm, despite concerns

Cloud computing becoming the new norm, despite concerns

After hundreds of naked celebrity photos were allegedly hacked from Apple’s iCloud this Labor Day weekend, many are questioning the security of “the cloud.” But that hasn’t stopped the steady influx of businesses switching from in-house data storage to cloud-based solutions.

Integra, a communications and networking company headquartered in Vancouver, released data estimating that 70 percent of bu...

Innovation & Manufacturing

Manufacturers investing in the future

Manufacturers investing in the future

Invest in what you do. That is the mantra of many Southwest Washington manufacturers this year, as they pour significant investments into new facilities, equipment and infrastructure.

Take ProTech Composites, for example. This carbon fiber manufacturer grew sales 57 percent last year and projects 30 percent growth this year. Jeff Olsen, ProTech Composites president, said that the company is on tr...

News Briefs

County seeks to fill Animal Control Advisory Board vacancy

The Board of County Commissioners is seeking applicants for a position on the volunteer Animal Protection & Control Advisory Board. The vacancy is for an at-large position, beginning Jan. 1, 2015.

Spotlight

Current Home Technologies: Market growth fueling elaborate installations

Current Home Technologies: Market growth fueling elaborate installations

Tony Curtis, owner of Current Home Technologies, has been a professional integrator since 1997. Back then, dedicated theater rooms sparked the imagination of homeowners everywhere, but the technology of Dolby Digital and DTS 5.1-channel audio only whispered at the capabilities of the completely integrated home experience that Current Home Technologies provides residents with today.

Despite unwitt...

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

New industry: Can Vancouver be at the forefront of carbon fiber recycling?

New industry: Can Vancouver be at the forefront of carbon fiber recycling?

Once associated only with skunk works aircraft and exotic automobiles exclusively available to the world’s elite, carbon...

Returning innovation to the manufacturing sector

Returning innovation to the manufacturing sector

Double entry bookkeeping is a concept that is over 500 years old. You might ask, “What can we learn about innovation fro...

Special Editions

Business Growth Awards

Print Edition

JA Teline IV

Inside Track

JA Teline IV

Lists

Avatar

North Bank Magazine

JA Teline IV