I have recently read many articles of scam artists preying on those who are confused by healthcare reform and the upcoming changes. Don’t get me wrong, most of us will be effected but it may not be in the way you think. Do yourself and your family a favor and get informed. Here is an article that is a good starting point for learning more: “What the Health Law Means to You” by Phil Galewitz.
No matter what your new year’s resolution may have been, I would dare to guess that you are like most and are feeling the motivation dwindle as January comes to a close. When setting goals, for ourselves or for a team, it is important to understand what drives or motivates each of us. Although we often think it’s money or a thinner, fitter version of ourselves, this isn’t the case. Check out this infographic that helps explain Maslow’s Hierarchy of Needs and apply the principles when setting and surpassing your next goal.
As I have mentioned before, I am joining forces with other business owners connected with Lowcountry Local First to donate our time and services in an effort to turnaround small businesses. This Local Works team has recently chosen a business to take to the next level in 2013. That business is Workmen’s Cafe on James Island. I am honored to be a part of this team and I look forward to making an impact, both for the business and the community, in a powerful way. Read the first article released in the James Island Messenger about the project here. I will be lending expertise in the area of the customer experience and HR techniques to ensure Ms. Bellinger will have the support needed to pursue her dreams.
In December, I contributed to Plastic Surgery Practice, an international magazine read by plastic surgeons and dermatologists, to help physicians and practice managers gain an edge in hiring and retaining top-notch employees. To say the least, I was honored and I hope that my “words of wisdom” lead to some outstanding new hires! Check out my article below or the PDF here.
The 46 million uninsured are not specifically who Mitt Romney was referring to when he made is infamous 47% quote, but a lot of comparisons could be drawn. Whether we actively pay for insurance or not, we as a people pay share the cost of those who are uninsured, or under insured, and often at a higher price point (think ER visits opposed to primary care check-ups). So let’s take a look at who this 46 million really includes.
The Kaiser Foundation broke the numbers down by state. As an example, let’s look at the state I currently live in: South Carolina. South Carolina has an estimated 901,000 residents who do not qualify for Medicaid or Medicare and do not have health insurance. In total, about 23% of the state’s population is uninsured, higher than the 18% national average. So who are these South Carolinians? Broken down, they are:
Adults 737,200
Children 163,800
Work full-time 514,400
Work part-time 143,800
Unemployed/don’t work 242,800
White 503,100
Black 282,400
Hispanic 95,200
I urge you to take a look at your specific state so that you might appreciate the statistics and understand how many of your neighbors are affected. Click here to read more. Props to The Post & Courier for sharing this data as well.
SJBusiness Partners is teaming up with Lowcountry Local First to launch the Local Works initiative. Want to know more? We figured so…
What Is It?
Consider it a business makeover for a local business by local business service providers. The Local Works Team is donating their professional expertise to a local small business in order to help them get to the next level.
Who Is It For?
Any local independently owned business looking to take their business to the next level and is open to the recommendations of the Local Works Team. The winner must be a member of Lowcountry Local First.
What Services Are Donated?
To date, more than $50,000 worth of business services have been donated. Services include but are not limited to brand and marketing strategy, point of sale system and accounting interface assistance, work space organization and restructure, team building coaching, entrepreneur mentorship, employee customer service training, balance sheet, income statement, and cash flow analysis. Based on the winning business’s specific situation, this may also include physical space cleaning, redesign, and minor construction. Support throughout the year from the Local Works team is also included.
What’s The Timeline?
Applications will be accepted beginning October 1st and will close November 15th. The winner will be announced at the LLF member meeting on December 12. The actual makeover project will be implemented in January 2013.
What Does The Business Have To Do?
The winning business must be willing to let the Local Works team see everything they need in order to provide the highest level service as well as allow these experts to do what they do best.
How Do I Apply?
Complete the Program Application and return it to John Osborne via email to john@lowcountrylocalfirst.org or mail it to 1345 Ave G Unit AA North Charleston, SC 29405. Call John at 843-478-7483 with questions.
Buy local, thrive local.
Deloitte recently published findings from a study on core beliefs and culture. The findings may surprise you. The article asked both executives and employees of varying levels questions regarding culture, motivation, and morale. Let me wow you with graphics, then take the time to read the article…
I can’t say it enough, culture is everything. Understanding what builds a positive and profitable culture is not out of reach. Now really dig into the study here and put what you learn to work in your organization.
The first week of October is National Customer Service Week. Although this holiday isn’t quite as popular as “Talk like a pirate day” celebrated in September, it deserves some attention. I encourage business leaders to take this time to re-energize the staff by having everyone read a customer service book that brings to light the benefits to both the customer and the employee if morale is improved and everyone is engaged. I recommend ‘Fish! A Proven Way to Boost Morale and Improve Results‘. This quick read is based on a true story and an actual place,the Pike Place Market in Seattle, and can apply to any business setting.
It is also important to take a close look at how you define customer. Do you often forget internal customers (your employees and vendor partners)? Take time during this period to show your appreciation to both internal and external customers so this week pays dividends in the future. Happy Holidays!
Since I live in and love Charleston, SC, I feel I am able to make this statement: healthcare, when compared to other industries, is the equivalent of the deep south when it comes to catching on to trends and embracing change. Even obvious “trends” like social media. I can name seven or eight local doctors or dentists off the top of my head that don’t even have a website, let alone a Facebook page. Socialnomics recently shared statistics from Edison Research regarding social media and the impact on decision making. The most startling was that 47% of Americans using social media reported that Facebook had an impact on their purchase behavior. And those purchasing decisions aren’t regarding cell phones, restaurants, or dry cleaners; they are about doctors and healthcare systems too. Considering the fact that we share intimate details with these individuals and put our health in their hands, we take a friend’s seal of approval or harsh words even more seriously. So are doctors and hospitals paying attention? If not, why not? Here is an infographic that (e)Merge shared today that answers some of those very questions:
I recently created a presentation on service recovery that led me to do some research on active listening. What is service recovery, you ask? Basically service recovery is jargon for the game plan to use when “it” hits the fan. Although we can pursue perfection, we won’t reach it. That’s because we are human and we are imperfect. So we might as well plan for the occasional mistake and discuss as an organization how to turn lemons into lemonade.
Luckily, we are a forgiving people. Statistics actually show that we, as consumers, are MORE loyal after a company appropriately rectifies a problem than if there had never been one to begin with. So what is the first step to service recovery? Listening to the customer. Not the type of listening that allows you to answer an email, overhear your co-workers gossiping, or check Facebook on your smart phone. We are talking about active listening.
Active listening is an engaged approach to conversation in which the listener isn’t simply waiting for his/her time to speak but rather responding appropriately to show that one is taking in the information in a caring way. Here are some tips to improve your active listening skills:
Now go forth and listen!
