Vancouver Business Journal

Sun02012015

Last update10:55:17 AM

Font Size

Cpanel
What businesses can expect this tax season

What businesses can expect this tax season

The tax man cometh – and just exactly what that means this year depends on your ...

Gold’s Gym to open in former Nordstrom space at Westfield Vancouver Mall

Gold’s Gym to open in former Nordstrom space at Westfield Vancouver Mall

Westfield Vancouver today announced the addition of Gold’s Gym, scheduled to ope...

State, local marijuana retail stores suddenly

State, local marijuana retail stores suddenly "flush with product"

Washington’s recreational marijuana business has been up and running for about s...

Top tech trends for 2015

Top tech trends for 2015

Remember when a cloud was just a puff of white or gray in the sky? A file was ma...

Port commissioners approve Northwest Packing Co. lease extension

Port commissioners approve Northwest Packing Co. lease extension

Fruit processor Northwest Packing Co. will continue to call Southwest Washington...

Trust reveals plan for Academy renovations

Trust reveals plan for Academy renovations

Although officially it won’t be a done deal until late January when escrow close...

Accounting & Finance

What businesses can expect this tax season

What businesses can expect this tax season

The tax man cometh – and just exactly what that means this year depends on your business. For some, the Affordable Care Act (ACA) will bring significant ramifications. For others, capitalization and repair rules are going to be a major concern. For businesses and CPAs alike, IRS response times could cause problems. In the following paragraphs, local CPAs share their expertise with VBJ readers to h...

Education & Workforce Development

Clark College expanding new Economic & Community Development Program

Clark College expanding new Economic & Community Development Program

While managing variables of supply and demand have been part of business culture for centuries, the concept has often been lost in terms of staffing and personnel development. Clark College’s Economic and Community Development Program (formerly Corporate and Continuing Education) looks to change that.

“The program really grew out of our contract learning projects. We saw a need and opportunity to...

News Briefs

Riverview, Heritage Bank report quarterly earnings

Vancouver-based Riverview Bancorp Inc. reported this week an income of $1.1 million, or $0.05 per diluted share, in the third fiscal quarter ended December 31, 2014. This compares to an income of $801,000, or $0.04 per diluted share, in the third quarter of 2013.

Spotlight

Feasting on success

Feasting on success

Scarcely out of the shadow of their second year, Harvest owner Chef Tim McCusker has opened his second Camas-based restaurant, Feast@316. Considering 90 percent of new restaurants do not see their first anniversary, the renowned restaurant consultant is banking on his track record of culinary success.

Launching on New Year’s Eve, Feast@316, a steak and seafood house located in downtown Camas, ope...

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

Cashing in: How to plan for business succession in a recovering economy

Cashing in: How to plan for business succession in a recovering economy

When it comes to retirement in the United States, nothing hurt business owners more than the financial crisis of 2008.

R...

Now is the time for apprenticeships

Now is the time for apprenticeships

There is much talk of the “skills gap” – the widening space between the technical skills that employers need and the ski...

Special Editions

Business Growth Awards

Print Edition

JA Teline IV

Inside Track

JA Teline IV

Lists

Avatar

North Bank Magazine

JA Teline IV