Curious about the latest strategies for home care sales and marketing? This episode promises invaluable insights as Valerie steps in for Dawn, who’s on voice rest. Along with seasoned co-hosts Annette, Dawn, and Lisa—who despite being under the weather, share their wisdom.
We also introduce you to the Kollab app by LeadConnector, a game-changer in user communication and support. Annette's segment wraps up with a deep dive into effective in-person sales techniques that you won’t want to miss.
Ever wondered how AI chatbots can revolutionize your home care business? We dissect the integration and functionality of these AI marvels, trained to provide spot-on information and capture vital contact details from potential clients and job seekers. Human intervention remains key for personalized follow-ups, ensuring a seamless experience. Real-world examples, like Star MultiCare's success across multiple offices, showcase the tangible benefits of deploying AI chatbots. We also offer best practices, highlighting what to include and avoid in your chat interactions to maximize efficiency and client satisfaction.
Exciting news for home care agencies! Discover our new monthly service, Lead Behind Legends, featuring unique, branded leave-behinds. October's themes include a pumpkin decorating contest and Breast Cancer Awareness Month, providing creative and customizable marketing kits to make your agency stand out. We delve into the challenges and rewards of infield marketing, identifying traits for success, and offering advice for newcomers. Finally, we discuss effective community engagement strategies, from sponsoring activities like bingo to scheduling educational in-services, ensuring your outreach efforts are both impactful and memorable.
Visit our website at https://asnhomecaremarketing.com
Get Your 11 Free Home Care Marketing Guides: https://bit.ly/homecarerev
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:08):
welcome to august 9th .
We've had folks out sick anddon doesn't have much of a voice
, so I'm gonna um do the thecontinual again this weekend.
I've been enjoying it, but I'mgoing to talk about some sales
stuff and some online marketingstuff today.
So thanks for being here.
(00:29):
A little housekeeping, as usualLines muted Once you're talking
.
Share stories, experiences andtips.
Please ask questions.
You're always welcome to askquestions, that is no problem.
Let's see here.
Oh well, you all know us by now.
I'm Valerie.
I'm the co-owner of ApprovedSenior Network.
(00:51):
If we haven't met before, hello, I'm a registered nurse by
trade.
My forte is the onlinemarketing piece, and these other
three ladies and Lisa's notjoining us today, but they are
your in-person sales andmarketing experts.
Annette, you want to introduce?
Speaker 2 (01:07):
yourself.
I think I know a lot of you,but I am Annette Sickler.
And a little bit about myself.
I worked in CCRC for about 13years and as a home care liaison
for seven years and I teach the90 day sales training courses
and I just love what I do.
(01:28):
Thank you.
Speaker 1 (01:31):
All right Dawn.
Do you have a voice?
Speaker 3 (01:33):
Oh, Lisa's here.
Oh, Lisa is here.
Hi, Lisa, Lisa did come.
Okay, Lisa and I have both beenill, so I don't know if she's
going to be able to talk.
I will talk until the coughtakes over.
I'm Dawn Fiala.
I've been in home care for along, long time.
I've been in sales, marketing,recruiting, retention operations
.
I love sharing.
(01:53):
You know all the things thatI've learned through the years
and I'm so happy that you'rehere today and welcome.
Speaker 4 (02:02):
Hey guys, it's me, yeah, it's me.
Again, also, what Dawn saiduntil I start coughing, I'm fine
.
Um, I have been in home careforever and ever and worn all
hats and I just love being apart of your guys's journey and
if there's anything that I havein my brain that I can give to
you and help you with, I amhappy to.
Speaker 1 (02:21):
So I loved, I love the experience of being here
with you guys you know, what'sreally interesting about this is
that lisa and dawn are not inthe same part of the world, like
one's in phoenix, one's incalifornia, and they're both
very sick.
And then also dawn's son gotsick and he's in austin, texas.
So, whatever it is and it's notCOVID, and it's not the flu,
(02:45):
whatever it is, it's bad, it'svirtual, virtual, viral, and
it's awful, and these peoplehave had lots of fevers.
So mask up or do something,because make sure you wash your
hands a lot, because I mean it's.
I think it's worse to be sick.
I don't know.
I think kids handle it waybetter than we do.
All right, how to watch themeetings that you missed.
(03:08):
So log into the forum.
So there's lots of differentways that you can do this, but
the easiest way is to go tohomecaresalesforumcom, put in
your email address and then usewhatever password was emailed to
you and then use whateverpassword was emailed to you.
Or you can use the forgot yourpassword feature and log in.
You will see, once you log in,lots of different things.
(03:30):
This is an old screenshot, butyou'll see lots of different
things that are being postedthere.
I'm going to show you adifferent way to do this in just
a second.
But if you click on learning atthe top there and if you're on
(03:52):
your mobile device it's going tobe at the bottom, but anyway,
learning it will take you tothis, which says 2024 continuum
sales mastery, and that is whereall the replays are.
So please go there and watchthe videos, and we also let you
know in the forum that thereplay is available.
So here you can just see ascreenshot of this.
Starts back in January of thisyear and it goes.
Hello, it goes all the waythrough to now.
(04:14):
So old screenshot, but you getthe picture.
You can go through and watch,rewatch any of the ones that you
may have missed over the courseof the last several months six
months, I guess.
Today we're going to talk aboutthe Colab app, how to use it,
what it's for marketing with24-7 AI chat examples and use
(04:36):
cases done for you.
Leave behinds monthly.
It's a new program.
We're only telling our currentclients and you guys about this
right now.
We're only telling our currentclients and you guys about this
right now.
It is on our website, but we'renot shouting it out to the
world because we want to rollinto it slowly and do it right,
and then we're going to dofrequently asked questions with
(04:57):
Annette, her experience andrecommendations for in-person
sales, which you may be in classwith Annette, but really
getting to know what herexperience was and why she was
successful is always, I think,fun to learn from somebody who's
been there, done that and whatdid she do in the past.
All right, and be sure to stopme or ask questions if you want
(05:19):
to Unmute your lines or you cando the chat.
At the bottom there's a littlechat thing.
All right, let's talk about theCoLab app, which you've
probably never heard of and itmay not make a bit of difference
to you, but here's what I thinkmakes it easier to communicate
in the support forum.
So the CoLab app by LeadConnector is another way that
(05:43):
you can get to us, talk to us,communicate with us.
So if you like apps or if youwant to try it, it's free.
Of course I am going.
There's the link to the Applestore and some screenshots and
I'm also going to in thispresentation that we email out
to you the PDF.
These links be in there so youcan click on one and go to it
(06:06):
and go to it.
But you just type in Colab byLead Connector K-O-L-L-A-B.
You're going to find it inthere.
You can download it.
So what is it?
Well, it's actually access toour forum, our sales support
forum, the one that I justtalked to you about.
That you can get to by going toa link on your desktop.
(06:27):
Some people would much ratherbrowse and look at stuff on
their phone, so I wanted you tomake sure you knew about the
Colab app.
And let me go to the next slide.
This is on the Google store andlet's see.
So, here is what it looks like.
This is my phone, a screenshotof my phone.
So when you go to the Colab appit'll give you a couple of
(06:47):
examples.
You go there and you want topick home care, sales and
marketing forum and then clickon join group.
You're probably already in thegroup, but join group and when
you do that it'll prompt you tolog in Again.
You can use the forgot passwordfeature if you don't know what
it is, and then you're going toend up in here.
(07:07):
Yours won't say manage, becauseI'm an admin, so mine says
manage, but you'll be able tosee everything here.
So this is what it looks like.
I kind of just scrolled throughmy phone and took some
screenshots of what people aredoing and what's in there.
So the first thing you're goingto see at the top of your phone
are all the featured posts andyou can scroll to the left and
(07:30):
see all the featured things thatAnnette has been putting in
there.
And then I just kept scrollingdown.
I know this is pretty coolbecause Lisa just put this up as
a leave behind and somebody didit Positive capsules and it's
so cute and he created all thesestickers and all the things and
(07:51):
then prescription for self-care.
That is really cute.
So you can see what other peopleare doing, what they're sharing
.
You can see what we're sharinghome care, marketing.
This is the podcast version ofthe continuum.
You can see that.
We post that in there.
Our latest folks who havegraduated from 12 week sales
(08:11):
training are, you know, pictures.
So we're trying to share asmuch as we can inside this app,
and I get it that it's justanother group or it's another
thing or another app or anotherlogin or another app or another
login.
But if you're in home care,sales and marketing, this is a
great place to be.
And also this is where you canfind again all of the replays of
(08:32):
the previous continuum.
So at the bottom of the screenyou see where it says learning,
home discussion, learning,leaderboard notifications and
profile.
If you go to learning, you'regonna end up being able to see
all of the continuum replays.
So I just wanted to let youguys know that's available and
(08:53):
make sure you could downloadthat.
It's easier to scroll throughit when you're on your phone and
just hanging out on the couchor whatever than it is to get
your laptop out and do all that.
So, all right, let's talk aboutmarketing 24-7 with AI chat.
Now, this is more of an onlinemarketing thing.
Do we have any questions oranything like that going on here
(09:14):
?
Oh, nope, here's the chat.
Okay, if you have any questions, let us know.
Let's talk about AI answeringyour questions or anyone's
questions that come to yourwebsite.
So this is available to anyonewho's in our programs.
I guess it's available toanyone.
Period, it doesn't matter if wecreated your website or we
(09:35):
didn't create your website.
If you're in a franchise, theyjust have to insert a little
code on your website and usuallythey're okay with that.
Most of our franchise partnerswill do that.
If you are an independent homecare agency, it's something that
you would send to your webdeveloper a little piece of code
and they just put it in on yourwebsite and boom, this little
(09:58):
thing will pop up.
So I used our website as anexample for most of this,
because I didn't want to askweird questions on one of our,
on one of our clients websites,even though most of them are
used to me testing things.
But so a little pop up comes upand we've used this in
different ways over time, butthis is kind of what it looks
(10:21):
like.
I also that that was the desktop.
By the way, this is the desktopversion and it will just chat
with you.
You can ask it anything youwant and people have.
I know Lisa has been in therefooling around on it asking is
the sky blue and things likethat, and it answers pretty
accurately.
Here's what it looks like onthe phone Chat with me about
(10:41):
your home care marketing needs.
And here's me chatting with me.
But, hi, this is the ASN teamchat Current clients.
We always tell our currentclients where they can go to get
help for all support relatedquestions.
How can I help you today?
And then I asked what servicesdo you provide?
Hey, we provide marketing andwebsite services, blah, blah,
(11:02):
blah, blah, blah.
So you can just kind of seethat.
And how does it know?
How does it know?
This isn't a human having thisconversation, it's, you know,
any random person.
It's trained.
The AI is trained.
So what we do is we either goto we tell the AI to go to your
website and look at all theinformation on your website and
(11:25):
scan it and get all the bestanswers, or in some cases, it's
better just to send the AI to afrequently asked questions page
that's updated and accurate, andsometimes we create a
frequently asked questionsdocument that is very specific
to your questions and answers.
We can train the AI any waythat you want to train it.
(11:48):
I prefer to create thefrequently asked questions
document and have our AI justscan that document so that that
is the only place where it'sgetting answers and it's not,
you know, maybe giving an answerfrom some rogue page on your
website.
So it asked me let's see, let'slook at this.
(12:12):
The third screenshot over weprovide marketing website
services designed to give homecare agencies more visibility.
Would you like more detailedinfo over a call or email?
We also train it to make surethat it asks for contact
information at every turn.
We want to get contactinformation or send people to a
(12:32):
page on your website where theycan enter their contact
information.
So what you can't see here isit asks me for information.
So I said my name was Sue,here's my email address, and
then you can see that it picksup right away.
Thanks, sue, I'll pass alongyour info.
Meanwhile, you can also fillout our form for detailed
inquiries here, and so it takesus.
(12:53):
It'll keep chatting with me.
Anything specific you want toknow, it'll keep on talking to
me and trying to get moreinformation, which is really
helpful, and then I came back alittle later.
What I want to show you is thatwe can interrupt the AI and
start talking as a human to thisperson.
So I came back a little laterand now you're looking at the
(13:17):
inside of our CRM.
This is all guided by the CRMthat we make available to our
clients in their account.
So you can see here that Iinterrupted the AI and I said I
started talking to Sue.
Can I get on your schedule?
Of course, here's the link.
And she said thank you, and Iactually was the one talking to
(13:42):
Sue at that point.
So a human can take over thatchat and the AI will stop
talking.
So it's really interesting inhow you can do this.
What we do is we notify ourclients that someone is chatting
with you on AI chat and you canthen log in either from your
phone or from your desktop andyou can intercede with that chat
(14:06):
if you want to.
Most of our clients don't havetime to babysit this 24-7, so
they just let the AI chat workits way through the questions.
But if you just happen to besitting there and you're like,
oh, I can talk to this person,then you can certainly pick up
where the AI left off and itwill stop.
Anyway, I find this to befascinating and I know that it
(14:30):
doesn't replace humaninteraction Totally.
Get that.
We all know that this is reallyhelpful for job seekers as well
to point them to the rightwebsite address on your you know
they'll say I'm looking for ajob.
I mean, you've seen this amillion times.
Right, it'll point them to thelink where they need to go to
fill out your application orwhatever system you're using.
(14:53):
So it's really helpful forleads, but it's also helpful for
those job seekers and it doesfill in the information that you
know.
Once this is over, you'reinside this contact, you can
replace the word guest with Sueand sometimes it will pick that
up and it'll replace.
You know the name andeverything and all this
(15:14):
conversation is saved here soyou know if Sue can, if Sue goes
on and puts in our information,sue's information will be
filled in.
So, anyway, I think this isfabulous.
It works well for us, theclients that we've tried it out
on Star MultiCare.
They have six offices acrossthe country.
(15:36):
They have New York,pennsylvania, ohio and Florida
and they use this on theirwebsite and I do see and hear a
lot of job seekers.
But it's really nice andthey're able to get people where
they need to be with this chat.
So they were one of our firstguinea pigs and it did take us a
(15:56):
minute to train the AI to givethe right answers.
We do not give pricing via chat.
You should not give pricing viachat.
We do not give pricing via chat.
You should not give pricing viachat.
Obviously, you're going to wantto make sure that you know you
know the client, what the clientneeds before you get to give
them pricing.
So we don't do that.
And as far as jobs, we don'ttalk about caregivers will ask
(16:18):
hourly rate what's your hourlyrate?
And we don't let the chatanswer that either, because that
often depends on a whole lot ofthings.
So some of the answers that wegive may frustrate the AI, may
frustrate people because it'snot going to give them pricing
and it's not going to give themhourly rate Unless that's
something you wanted to say,then it certainly will.
(16:40):
So, anyway, it's been a greatexperience for us and for the
clients that have used it.
So just keep in mind it is anoption.
I've seen some other chatservices that actually have a
human answering those questions.
It's a live, 24-7 chat and itdoes have a human.
It's much more expensive thanthis, of course, because you
(17:01):
have to pay the people who areanswering all the questions, and
that may be something that youprefer.
But if you ever wanted to havea live chat available that you
didn't have to babysit, thistakes this, takes place of that,
so I just want to show it toyou.
It's available.
It's on our website.
If you go to our website andyou go under marketing solutions
(17:23):
, you will see the AI assist andthere's a video there that kind
of goes through it as well.
So if you want to see it againsomewhere else.
It's all there, all right.
Any questions about AI chat?
Speaker 3 (17:37):
No, valerie.
I have a quick question.
Sure, if somebody is a currentclient and they have the CRM as
part of their package, would theAI chat be able to schedule an
appointment or an assessment forthem?
Yes, if the person wanted toget to that place.
Speaker 1 (17:52):
Yes, we do have a couple of different abilities
for the chat.
We have one version of it thatI prefer, the one that just
answers general questions andthen points that they want an
appointment, points them to aform to make that appointment.
But we also have one that willconstantly try to get an
appointment set up with theperson that's chatting with you,
(18:16):
whether it be a job seeker or alead.
It's going to try to schedulethat appointment and so it's a
little it.
It answers things a little bitdifferently.
I've tried them both and I, forus, I prefer to send someone to
that contact us page.
I know that sounds weird, but I, I don't.
(18:37):
I don't know.
It's a strange mix up.
I and for the for the, but forour home care agency, they
preferred that we not try to setthe appointment or not hammer
as hard on the appointmentsetting piece as we did on
making sure they got enoughinformation or information in
person.
But yes, it will try to setthose assessments up or those
(19:00):
caregiver interviews up.
If you wanted to, it will dothat.
Thank you for asking, and ifyou're in our programs and
you're already one of ourclients, it's $50 a month.
That's how cheap it is, so it'snot really that very expensive.
Okay, done for you.
Leave Behind's new monthlyprogram.
(19:20):
We're going to call this LeadBehind Legends.
Speaker 3 (19:23):
Oh, Valerie, there's one more question.
Speaker 1 (19:25):
Oh, go ahead.
Speaker 3 (19:26):
Can the chat track KPIs, for example, provide a
report as to frequently askedquestions or the number of
scheduled meetings.
So I think, KPIs for the chatitself.
Speaker 1 (19:37):
Christopher Gentry, I would expect nothing less from
you than a nice untechy questionfrom you than a nice untechy
question.
You know, that's a great it'swhat I see in the chat is it
doesn't.
It's it's chat by chat.
It doesn't actually capture allthat, but what I can see is the
(20:01):
number of similar questions, soI don't really have a great
answer for you.
Probably the answer is it's notgoing to track it the way you
would like it to track it.
But I can see in there and Ican always show you the back end
of it sometime, how many timesand how many different ways
(20:21):
people ask, especially jobseekers, what is your hourly
rate, and so I can see some ofthat.
But it kind of divides it up by, you know, from chat to chat to
chat, so it's not as clean asyou would like it to be.
But, on the other hand, I'msure as our developer rolls out
(20:42):
more features with this, it'llstart keeping track of things
like that, because youdefinitely want to answer those
frequently asked questions, ifyou're not already doing it.
Yeah, yeah, it would be greatto know.
The things that are good aboutthis is that those chats can be
marked as you know, the person,the human can be tagged as a
(21:04):
live AI chat.
Therefore, when you go backthrough and you look at how many
live AI chats did we receiveand how many of those actually
became clients, you canabsolutely see those, that
information, which is reallynice, but it's not going to
automatically do it for you.
You kind of have to do it byhand.
Do it for you.
(21:27):
You kind of have to do it byhand.
All right, thank you, all right.
Okay, starting now.
So I'm just presenting this toour current clients, people
who've been through salestraining and just want you guys
to know this is available andwe're going to start doing it.
Oh, my goodness, oh, I need totake one of these bullets off,
starting now with a Septembership date.
Oh, I need to take one of thesebullets off, starting now with
the September ship date.
(21:47):
We're going to do fourdifferent branded leave behinds
each month, 25 hard copy units,and on those 25 hard copies you
know some of these are littlesquares, so there's four squares
per page, so you actually have100 leave behinds that are
branded to you.
This is going to be a monthlyservice and we decided on
something else.
We're not going to do exclusiveterritories, but we're going to
(22:09):
do.
We're just going to take thatoff the line item there.
But what we're going to do isanybody in the same territory
gets completely differentleave-behinds.
So I can have two people inPhoenix, but home care agency A
stuff is not going to be thesame as home care agency B, so
you don't look like you're doingexactly the same thing.
(22:30):
So it's not necessarilyexclusivity, but there will be a
difference if you're in thesame territory and we will watch
that on a case by case basis.
We already do that with oursocial media posts for our
clients across the country, soit's not foreign to us to make
sure two people don't have thesame things.
So for October, I'm going toshow you what we're doing for
(22:50):
October.
We're doing the Halloweenpumpkin decorating contest.
October is physical therapymonth, october is national
breast cancer awareness monthand October 21 is national apple
day and there are so many cuteideas.
So these are our October leavebehinds.
I'm going to show those to you.
So what you can see is now someof these have planning that
(23:11):
needs to occur behind them and Ijust put some examples here.
These people really aren'tdoing this.
I just put logos on here so youcan see kind of what it would
look like, but for the pumpkindecorating contest and Don Fiala
did this year after year for avery long time.
It's an excellent way to getyour community involved and to
(23:33):
get your referral sourcesinvolved, and it doesn't mean
they have to carve the pumpkin,they just have to decorate it
right.
So we put together a flyer andsome examples at the bottom so
you can see what a decoratedpumpkin might look like.
If you wanted to participate,so these flyers would be branded
to you with your contactinformation and look what we're
(23:55):
asking them to do.
This is something that we talkabout in sales training a lot.
I know Annette talks about thisText your picks to three, three
you, you know, to your, to yourcell phone number.
Um, so that way you get theirtexting phone number, get it.
We're trying to get their text,their phone number.
So you're asking them to textor email their pictures to you.
(24:16):
Um, this is.
It does have some stuff you haveto do.
For instance, you have to dropoff the little pumpkins.
You don't have to do bigpumpkins, you can do little ones
, like, maybe the six inch ones,not the little teeny, teeny
ones, but maybe like, like youcan hold in your hand, like this
.
You have to drop those off foranyone who's wanting to
(24:38):
participate.
So you have to do this a littlebit in advance.
So, like that, right at thebeginning of October, make sure
everybody has their pumpkins.
So you kind of got it.
This is more of a process, butit's a great community
involvement piece, and so I knowDon did it for years and
actually it's so funny.
I was at a conference that wascompletely unrelated it was an
SEO conference, unrelated tohome care, and I was in the
(25:00):
hotel lobby last year in thefall and they had done a staff
decorating contest, pumpkindecorating contest and the
pumpkins were sitting rightthere in the in the in the hotel
.
So this is a fun one to do forstaff or community.
So that's one of the thingsthat we'll be sending out.
We'll be sending the flyer out.
We can't send you the pumpkins,because they're real and but,
(25:24):
but I'm going to show you a wayyou can get those.
And then these other three arefour to a page, so there's
actually a hundred of these.
You have to cut them apart, butthere'll be a hundred of these
sent to you.
And then Don reminded me thatthere has to be a reason.
Don, dawn, you might have tosay the words correctly.
(25:48):
On the physical therapy month.
Definitely don't want to missthat.
And we put on there.
Did you know our caregivers canassist clients with their PT
movements at home.
You want to give them a reasonto come out and talk to you.
Is that right, dawn Piala?
Speaker 3 (26:02):
Yes, yeah.
So for your leave behinds.
One a month should get them tocome out and talk to you, and so
physical therapy and thepumpkin decorating are both
great, great ways to get them tocome out.
And you also want to tie yourservice line to what's going on,
and so physical therapy monthis a great thing to celebrate,
but why not tell them we canassist with exercises so that
(26:24):
they're seeing how we tie in ourservices to what's?
Speaker 1 (26:30):
And yes, so two of these.
At least one of these has togive people a reason to come out
and talk to you.
So we did two that way and I'mgoing to show you the stuff that
goes along with these littlehandouts in just a second.
And then, of course, breastCancer Awareness Month.
How could we not do that?
So these are the October thingsthat will be mailed out to
anyone who's participating inthis program.
(26:51):
So let's look at the other pieceof this.
So the other piece of this andwe got asked about this a lot
and that's why I did this I puta little.
You can go toasnhomecaremarketingcom forward
slash store and you can see this.
So what I did was and again,this is a screenshot, so it
doesn't scroll all the way downFor your pumpkin decorating
(27:13):
contests Now.
So for October, anything thatwe just showed you in those
leave-behinds.
If you were to scroll down thispage, you can see that all the
little George calls themtchotchkes.
I'm going to say tchotchkes.
The tchotchkes are on this page.
You do not have to orderanything from this page.
We don't care where you get it.
You go to the dollar store, youcould go to Oriental Trading,
(27:34):
but people are always asking uswhere did you get that stuff?
So we put it on here.
So all you do is click on thepicture and it'll take you to.
Speaker 4 (27:41):
Amazon and you can order it.
Speaker 1 (27:42):
Right, you know we always leave the Amazon links in
our on the PDF for you.
Well, this is an easy way foryou to just go here and you've
got your October stuff that youneed.
So, and because we're mailingeverything out a month in
advance, you can, you know,order these as soon as you get
the email from us that yourshipment is on the way.
(28:03):
You need to go order this stuff.
So I did find these six inchpumpkins for decorating, but
they're probably way moreexpensive here than they are.
Just to go to your localfarmer's market and buy a few.
I don't know.
$24.99 for four pumpkins soundslike a lot to me, but maybe
it's not, I don't know.
It sounds like.
Kind of sounds like a lot to me, I don't know.
(28:24):
So, but you can.
But I put here it may be cheaperto just buy real six inch
pumpkins from your localfarmer's market or your grocery
store.
And then I did put on heredecorating stickers and things.
So if you wanted to do this alittle bit differently and you
wanted to give them some kits ordo it with the organization, so
(28:44):
if you're going to a skilledfacility and you want to have a
group pumpkin decorating dayinstead of the contest thing.
You could do that and you mightwant to bring enough stuff so
they can decorate.
And Don has also talked aboutthis in the past, where you know
, if you want to do it as anevent that you host with the
activities director, you couldbring the pumpkins and bring all
(29:06):
the decorating stuff and so youcan order it off of Amazon.
Speaker 4 (29:10):
And again, you don't have to use this stuff.
Speaker 1 (29:11):
I'm just, we just want to make sure you had some
options.
And then physical therapy monthdown here.
That's a hard one.
What do you leave behind?
So I put some bags and I putsome.
These are bone pens.
They kind of go with Halloween,kind of weird.
But I thought you could probablyput some of these physical
therapy stickers.
You know how people like well,I use at least the teenagers
(29:41):
like to put stickers on theirwater bottles.
They're big into doing that.
So you can order a ton of thesestickers and then just bag and
put them in a baggie or a littlegift bag along with a bone pen
and then the little physicaltherapy month thing.
So that's a cute, veryinexpensive but super cute way
to do do that.
And then I didn't you know sothen, if you were to scroll down
, there's a bunch of stuff forum, breast cancer awareness
(30:02):
month, and there's the apple daystuff.
Oh my gosh, there's so muchcute stuff for apple day.
I can't believe I didn't, did I?
No, I didn't.
So let's go back.
You know what?
I'm just going to go there.
Speaker 4 (30:18):
While you go there, valerie, I love the bone pen.
That is the cutest ever.
But there's a question.
Good job, there's a question.
So, with the new way of doingthis, will we no longer be
sharing the candle links and theGoogle document links to to
customize handouts?
Speaker 1 (30:38):
We will be sharing.
We're not going to share withyou the same things that we're
going to share with our peoplewho are paying for this.
So people who pay for theservice are going to get
different stuff than then we'regoing to be sharing on continuum
.
It'll all be still stuff youcan do on your own and that
makes a lot of sense, but wedon't want to share the same
(31:02):
exact thing that we're doing forpeople who are paying for the
service.
You're really paying for us tomake it easier for you, and I
totally get that.
Some people are easily going tobe able to do this on their own
, but some people would justprefer to have it easier for you
, and I totally get that Somepeople are easily going to be
able to do this on their own,but some people would just
prefer to have it all mailed tothem and all I have to do is put
the kits together and go, andwe get that request a lot.
(31:24):
So having a marketing kitmailed to you is just some
people's preference.
But yeah, we'll still besharing lead behinds, that's no
problem.
We'll just be doing a differentversion for our paid clients.
So here's some easy stuffbreast cancer awareness stuff.
And then Apple Day it's.
(31:44):
It's a kind of a you know cutelittle thing it's.
You know we're trying to thinkevery month is something that
makes you stand out, that makesyou different.
Everybody's going to do breastcancer awareness.
Everybody's going to do breastcancer awareness.
Everybody's going to doHalloween.
What's something different thatis cute, that you could do?
And so I found these and justyou know little containers you
can fill with some mini applecandy wrapped stuff.
(32:08):
And I learned my lesson.
You know everything has to bewrapped.
So yeah, I learned my lesson,you know everything has to be
wrapped.
So yeah, so it's a little appleparty favors.
I don't know, it's just cute,just something you can do for
national apple day, all right.
Speaker 4 (32:25):
So that's all here.
Speaker 1 (32:26):
Every month, we'll have a little suite of things
that you can buy just to makeyour life easy.
We don't really care where youget the stuff.
All right, I'll go back to this, all right?
So wait a minute.
Why don't we go to our leavebehinds and then I'm going to
(32:47):
interview Annette so you can geta feel for how she was so
successful.
Lisa, do you want me to do thisor do you want to do it?
We've talked about these a lot,I know.
Speaker 4 (32:59):
Yeah, I didn't do any new ones, but yeah, so I can, I
can do it.
Yeah, I can go over.
August is National WellnessMonth, so remember to take care
of yourself.
So you want to take this outand you're just showing, you're
just showing love.
You might not get ahold ofanyone, but for this you just
want to make sure that you'reyou're showing love and you're
saying you know we care aboutyou, care about the relationship
(33:20):
I'm building with you, mrsSocial worker or whoever.
These little items here couldfit easily into a little baggie
and just really cute forself-care.
Prescription for self-care.
Just really cute for self-care.
Prescription for self-care.
At the beginning of sorry, thebeginning of JJ, you saw JJ's.
(33:42):
What he's doing is and I justlove that JJ always has really
cool ideas with with the stuffthat we put up here.
So that was really cool.
But you know, must take 10minute break, preferably outside
inhale break, bring it all inand then you know, just feel
good, take care of yourself andthese little capsules.
Actually, when you pop themopen there's little like you
unroll these little.
You know positive, I don't knowpositive affirmations and just
(34:05):
little positive saying.
So I just think that's reallycute.
Maybe throw three in a bag and,um, take it out and I just, I
just think it's different, itcute, it'll definitely set you
apart.
Importance of exercise promotinghealth and wellness.
Here's another really great onewith a why.
Why am I here?
Why would you come to me?
Because we're trained in oops.
Can you go back?
Oh, sorry, you want to give,that's okay.
(34:28):
You want to give the reason,like Dawn and Valerie mentioned
earlier, but we're trained inguiding patients through their
prescribed home exerciseregimens called today.
So this lets the social workerknow or whoever's just charging
the patient.
Even the PT people know thatyou understand that they are
going to have something thatthey're gonna need to do to
progress and stay home and stayhealthy and happy and all that,
(34:52):
okay.
And just some little stressballs with cute, cute handouts.
You can do anything.
These are just ideas to make iteasier for you and have a lot
of these drawstring bags youknow on deck to be able to use.
You can have plain, you knowjust white, or you can do any
little colors that maybe matchwith your theme or your company
logo, things like that.
(35:15):
Okay, august is also NationalSafe at Home Week.
Let's light the way.
Call now for a free home safetyassessment.
That may be your only way intothe home.
And, hey, that's great.
I'm letting my social workersknow that I will go into a home
safety assessment for free andmaybe I'm checking back in with
the social worker and lettingthem know hey, did you know that
?
You know they're living likethis?
(35:37):
Uh, you know, and then you're,you're taking them a little key
chain, um, that lights up.
You can slap your logo on it.
Uh, there's lots of otherthings you can do too.
I did see these little cute umround lights that you can like
stick on a step.
Um, I think that ties intosafety, because that one step
can make or break you sometimes.
And then this is so cute.
(36:01):
There's a theme here the texting.
Right, we want the socialworkers, or whomever you're
talking to, to be able to textyou.
If you're on texting basis,that's a game changer, for sure.
But coffee time on me, redeemedby text, only to set a date.
And then you're taking this outand you're.
Annette got one back.
This is Annette's idea and Ijust kind of changed it around a
(36:21):
little bit.
But she got one back and gosh,after like eight months or nine
months of leaving this withsomeone and they wanted to have
coffee with her and hopefullyyou did I don't remember and you
guys had a good time, but it'sa great way to connect
one-on-one and if you can't havethem meet you somewhere, you
can take them coffee and maybeyou ask them you know how many
(36:42):
others are there that you needto bring coffee for.
Speaker 1 (36:44):
Yeah, I would love to just bring them some Starbucks
or whatever's popular in yourarea.
Just bring them some something.
Take their order via text,right, right, hey, you're
september.
September is fall septemberyeah, fall prevention month.
Speaker 4 (37:03):
Um, this is, this is a don fiala and, just like these
socks, our services can help toprevent falls, and so we want
them to understand that we doknow that falls are a thing and
that we are looking ateverything we do.
We want to prevent that,because that can.
I've seen people who aretotally normal.
They fall once and it's justdownhill from there.
So these little non-grip socksare really cool.
They come in all differentcolors.
Um, a great, great idea.
(37:26):
I think you use it for yoga oryou know who knows they're
walking the floor, they end uptaking their shoes off.
Speaker 1 (37:32):
Yeah, I think don said that they ordered these in
bulk from somewhere and hadtheir um name.
Speaker 3 (37:37):
Yeah, yeah, we, we did we ordered thousands and
thousands of pairs of them forfall month, for the fall,
because september is fall andit's also prevent falls um from
china, and we had our logo onthe front, the top part with the
toes and our phone numbers, andthey were the facilities were
giving them out to patients, soit was good.
Speaker 4 (38:00):
Yeah, I think that's super cute.
Yeah, Like, maybe take them tothe community or the facility
and say I'd like to donate theseeven and I want everyone
wearing these.
And so when they're the adult,children are visiting or
something they're seeing whosename is on here, whose logo is,
but that's really cool.
Speaker 1 (38:15):
Yeah, absolutely yeah .
You should be advertisingeverywhere, woohoo.
Speaker 4 (38:19):
Yes, all right, september rehab week.
So this is a great way to justconnect with your social workers
.
Again, maybe call a coupledifferent social workers Not
call, but you know what I meanCall on them.
Go in and talk to them and say,hey, I want to do a little ice
cream social for you.
You could do it at a rehab, youcould do it other places too,
(38:41):
but this is for rehabs.
Um, or a sniffs, excuse me,just take like one of those bins
, you know, and you scoop it upand I think on the next slide is
just some cute, some cutelittle cups and scoops and
spoons and I just think it's agreat way, you know, spend an
hour there or something and justserve that community and just
get to know people and talk withthem and let them see your
(39:02):
heart and how you're, how you'reinteracting in that space.
Speaker 2 (39:08):
Okay, oh my God.
Speaker 1 (39:10):
So many September leave.
See, this is why we can do thisAugust.
August is weak, like no.
I mean, you did a great job,but like August is hard to find
stuff for leave behinds.
It's not a.
It's not like there's a millioncelebrations in September,
october, november and December.
Speaker 4 (39:30):
Summer is rough sometimes yeah, yeah, it's just
like go, go and have some icecream and go to the beach Right,
go swim, have a luau, luau, youcan do luau.
Yeah, here's one more September, I don't know how many.
I didn't do any October Valerie, because that's okay, the new
stuff.
So I guess I'll do.
I'll do some Octobers for nexttime, but National Assisted
(39:53):
Living Week, so we've hit likewhat.
We have another one coming upfor what was it again that you
just did?
A PT physical therapy.
Speaker 1 (40:00):
Yeah, physical therapies in October.
Speaker 4 (40:02):
Yeah, so, and we just had rehab, we just had, I think
we just had social worker inMarch.
I mean, we were gone down thelist here.
So National Assisted LivingWeek, inspiringiring Generations
, is actually their theme tocelebrate the individuals who
live and work in assistedlivings.
And I actually just stole theirlogo there just because I
thought it was so pretty, and Ithink they would appreciate it
(40:23):
too, because they'll recognizeit and recognizing that logo
with your logo, that's a nicelittle, you know, a visual for
them.
And then if you go to the nextslide, there is their pin.
Oh, I meant to get rid of this,how about that?
The next one?
There we go.
Yeah, that's the NationalAssisted Living Week's their
(40:47):
pins.
They came up with those.
So I think that you know thiswould be just really cute to
take out.
Maybe attach it to one of thesebags.
You could add a lot more tothis.
If you want the bags, add someof the other tchotchkes, as
George would say, some of theother things that you can throw
in here, maybe a couple ofpositive pills, I don't know,
some candy, I don't knowSomething.
(41:08):
You can add anything there.
Or you could go in and pin themall and say, hey, I want to pin
you.
Thank you so much for all thatyou do.
You're inspiring generationsand you could do something like
that too.
So you have time.
You have time to think about it.
Snappy Back by popular demand.
We need like a snap sound yeah,but get patients home in a snap
(41:34):
.
So this was like for, notnational, what was it?
Lobster dinner day?
That no one would know or careabout, but I just thought it was
funny and cute.
So I wanted to bring it back.
But more generic, just for youknow, discharges in general, but
letting them know I think thisreally just pops out in their
face that you can get patientshome in a snap and they can call
you now for discharges andyou'll be there.
(41:55):
And then the you know, take outsome.
You know, play on words here.
You know there's the healthyharvest snaps that you can take
out and give to them, just as ayou know something to attach to
this or the Cheez-It snaps.
I think that it'd just bereally cute to play on words and
you have something different tobring to them and they're going
(42:17):
to love it, because they don'tget to snack and all that
sometimes.
Sometimes they're just workingfrom the time they arrive to as
soon as they leave, and thenthey.
You know, this will be reallyreally nice gesture.
Speaker 1 (42:29):
All right, I think that's everything for all of
August and all of September.
So that's awesome, and we willadd October leave behinds to
this as we go.
We just wanted to get our paidversion, I guess, up there first
, and now I'm going to do.
Thank you, lisa.
I know it's hard to get throughall that when you don't feel
(42:53):
good.
Okay, wait a minute, here weare.
Here we are Okay, annette,you're up.
Speaker 2 (42:57):
Okay.
Speaker 1 (42:58):
All right, so I always like to do this.
We should probably do this withLisa and Don as well, but I
think that learning from someonewho's been there, done that and
been very successful at it isalways a great opportunity for
everybody.
So let's start this way.
How many years were you in thehome care sales role?
Speaker 2 (43:20):
Seven years I worked for a non-medical companion care
agency and 13 years I was inworked in a CCRC in the
marketing.
Speaker 1 (43:30):
And tell us about the location, because you're in New
York but you're not inManhattan, so tell us.
Speaker 2 (43:35):
Rochester, new York.
I'm in was in upstate New York,Rochester, new York, and I
worked for a larger franchisethat Touching Hearts at Home.
I worked for Um and um.
We were in business for.
They were business for about 17years, um, when I started um,
(43:58):
they were at 1 million annuallyand when I left after seven
years they were over 4 millionannually in revenue.
Speaker 1 (44:08):
So that's awesome.
Okay, so what is the hardestpart of infield marketing?
Speaker 2 (44:15):
I think I have.
You know.
The hardest part, I think, isyou know you're out, you're out
on the road, road, daily.
You're, you're pounding thepavement, you're driving from
place to place.
You know you're making severalstops to communities, pounding
the pavement.
You're driving from place toplace.
You know you're making severalstops to communities facilities.
You know, sometimes you knowyou just have a day where nobody
wants to talk to you.
It could get discouraging.
You know you have to be reallyorganized, have a plan, make a
(44:38):
route sheet of what you're doingfor the day.
So you know, because you haveto be prepared that anything can
change.
You know we're in home care.
So I had a.
I would always have my daysplanned and I and all of you can
relate.
I'm sure One thing happens andit's you're doing an assessment,
you have a client issue, youhave people calling you, you're,
(45:00):
you know, pulling off on theside of the road to take intakes
.
So I think it's just the hardpart is like being on the road,
staying organized, stayingfocused.
That's what I would say is thehardest.
Speaker 1 (45:14):
I would say staying organized, I mean absolutely,
especially when your day can bedisrupted by a thousand
different things.
But I guess once you get intothe role and you kind of expect
that that might be happening,you're a little bit more
prepared.
Speaker 2 (45:28):
You know you have to be able to multitask for sure.
If you can't multitask, thisjob isn't for you.
You got to be able to change ina minute.
Speaker 1 (45:35):
Well, what's the easiest thing about infield
marketing?
What's the thing you enjoyedthe most, I guess.
Speaker 2 (45:40):
I guess that being in the home care.
The easiest thing was themission.
You know we were helping peopleage in place at home.
You know, knowing that we weremaking a big difference in their
lives.
You know that made it easy forme.
You know I love that part of itAlso, you know you know, being
out and about every day too,your schedule can be flexible.
(46:02):
You know I like that part of itwhere it could be flexible
because you were, you know, kindof making your own schedule
being out on the road all day.
So, I'd say that's the easiestpart.
Speaker 1 (46:13):
Well, and so when you think about you know we do
training classes and we talk tolots and lots of different
owners and marketers when youhire a community liaison what
personality traits are the mostimportant?
What should you be looking forin someone?
And I mean, you want someonewho's going to enjoy this job.
Speaker 2 (46:33):
Sure.
So you know definitely somebodywith an outgoing personality.
You know, not somebody that'sreally shy, somebody with you
know good customer serviceskills, a good communicator,
somebody that shows empathy, youknow, friendly, you know.
And sales and marketingexperience I think is good but
it's not necessary.
(46:54):
I mean I've seen a lot of goodmarketers you know, community
liaisons come that have not hadany marketing experience but had
these good personality traitsand they did well.
Speaker 1 (47:04):
Yeah, I would say outgoing.
Well, yeah, I would.
I would say outgoing and really, like you said that, someone
who is not afraid ofmultitasking and you know, and
and okay with change, becauseyour day changes so often.
Yeah, so yeah, definitely.
What do you wish you had knownabout this role before you
started?
(47:24):
What, what somebody had warnedyou about, just know.
Speaker 2 (47:28):
Just that.
Even though you know that it'snot a typical nine to five job,
even though you have your daysplanned out, things can change
in a flip of a switch.
You know, even though you haveyour good intentions, to be out
there marketing, you could justyou'll have to be doing
assessments.
To be out there marketing, youcould just you'll have to be
doing assessments, inquiries.
You know dealing with issues.
(47:50):
So you just have to, you know,learn to go with the flow and
you know this is what home carebusiness is and you just have to
be able to adapt.
Speaker 1 (47:58):
Yeah, that would be good to know, I think, for
anybody starting in this roombeing not being upset because
you didn't get to those lastthree places you wanted to go to
today.
You know, it's almost sort oflike to me.
It sounds like you have to beokay that you may not be in
control of your day.
Speaker 2 (48:17):
And I actually liked that.
I mean, I have to say I lovedbeing busy and every day being
different.
You know you just have to beokay with that.
You know you have to understandthat.
You know it's just the way thehome care business is.
But I actually enjoyed thatpart of the job the most because
every day was different.
Speaker 1 (48:36):
And I would say this is probably the this next
question is you know what youjust talked about?
What's your best piece ofadvice for anyone in a sales
role like this?
Speaker 2 (48:46):
So don't get discouraged.
We say this in our salestraining class.
You know Rome wasn't built in aday.
It takes time to establish, youknow, relationships with your
referral sources.
You know you're gonna.
You may go three or four timesto a place and you just get.
You know they close the door onyou.
(49:06):
You're going to have days likethat.
You know, keep some on dayslike that.
You know I would keep someplaces that love you and go back
to them.
And you know, get fill your cupof goodness up then and you
know, then get back to thehustle and with a smile.
But don't get discouraged.
Speaker 1 (49:24):
I just you know it takes time, I mean it could take
a few months to really build agood relationship and a rapport
with these referral sources.
It doesn't always happen thefirst time you walk in.
So just don't get discouraged,grumpy to you or mean to you or
(49:44):
are off-putting.
They're probably not a veryhappy person to begin with and
they're, or they're probablyoverworked and unhappy, and
maybe in their role, or maybejust that day, not every day,
but you know, I guess it's hardwhen you're young especially, to
not take that personally.
(50:05):
But as you get older you realizeyou know people are either just
having a bad day, you know,inherently humans are not going
to be snarky and mean to you allthe time.
I mean that's not how they wantto live their life.
But some people just can't helpthemselves.
They come off that way and it'snot uh, it's not personal, and
(50:26):
sometimes it's just the daythey're having, sometimes it's
the life they're having andmaybe you know so I always try
to think of it that way asopposed to you know they don't.
It's not you, it's not you thatthey don't like.
They don't know you well enoughto know if they like you.
They.
They're just in a challengingposition anyway and so they
(50:49):
might not be super nice.
I don't know.
I feel like not taking itpersonally is the best way to
just keep rolling.
And if you keep coming in witha smile on your face and you
know not letting that negativityget to you, then eventually
they're going to soften up orhave a better day, or I don't
know.
I just feel like noteverybody's going to be negative
(51:12):
100%, and if they are, theyprobably won't last very long in
the world.
Speaker 2 (51:17):
And I always I mean I have to say like I, you know
you're making we teach us in oursales training too.
You know you're making thatgatekeeper, your friend, that
person that's that you know isgreeting you when you walk in
the door.
You know you are going to comeacross some of the you know.
Some are great and they're nice, but there's some that they're
they're they're busy, they don'thave time.
You know it's not you, but onceyou can make them, your friend
(51:42):
may take a few times.
It's a good feeling that you,you know you're acknowledging
them, you're saying their name,you're bringing them a little
something.
So definitely it's not youpersonally, it's.
You know exactly what you'resaying, valerie.
You know they just might be,they're just busy and they may
be having a bad day.
Speaker 1 (52:01):
Right, they certainly don't anticipate your visit or
wait around for you to visit.
That's I mean typically.
You know they're not they have.
You know, if you've watched anyof the interviews with the
social workers that are postedin the sales training, they're
crazy busy people who have verylittle time for to go to the
(52:21):
bathroom, much less put a smileon their face, and I mean it's
great when they do that, butsometimes they just can't.
They just need to move on tothe next thing.
40 families are barking at themabout stuff.
Just remember that they're in achallenging position too.
So, anyway, I just feel likethat's always good to know, and
I know you tell all the salestraining folks that if you could
(52:43):
have done a few thingsdifferently when you were
starting out, or maybe at anytime, what would those have been
?
Speaker 2 (52:48):
So previously to working in the home care
business, I worked for a CCRC inthe marketing and was
responsible for filling, youknow, independent living,
assisted living, memory care.
I had the marketing and salesexperience, but when I came into
home care it was differentmarketing and sales experience.
But when I came into home careit was different.
(53:10):
I did have, you know, some goodcontacts and referral sources
that you know I had, that I'veconnected with.
But I wish I knew more.
I was kind of I had toself-teach myself, but I wish I
took some kind of trainingprogram or had you know, knew
who to talk to you know, knewthe right things to say, had you
know, knew who to talk to youknow, knew the right things to
say.
(53:30):
So I, you know, I wish I had alittle more training and
direction.
You know when I, you know, wasjust when I started, but you
know I quickly learned and youknow who to contact and who to
make my connections with.
But I just feel if I had alittle more training or
direction, you know when I hadstarted, I would have enjoyed
that better.
Speaker 1 (53:49):
Yeah, yeah, I can agree.
I would agree with that.
It's from a nurse's perspective.
I'm a nurse by trade.
It is easy for people like it'seasy for folks in the skilled
facility to not understand thatif you're brand new to this job,
to not understand that ifyou're brand new to this job,
(54:13):
you might not know what allthese acronyms are and all these
things, all these abbreviationsfor stuff, and you know, and so
you know.
We hopefully have helped a lotof people learn what all those
things mean.
But, annette, I get it, ifyou've never really been in
health care, it's hard for youto know what everything means,
even pt, ot, st adls, iadls uh,you know, don, I don't know.
Speaker 2 (54:35):
There's just so much standby assistance transfers
right, oh yeah yeah, po is peroral, you know.
Speaker 1 (54:43):
I mean you like who wouldn't I?
Unless you went to nursingschool do you really know that
someone takes their medicationBID, po?
Bid is twice a day and PO is bymouth.
I mean, how do you know that?
But you might see thatsomewhere and think what in the
world does that mean?
So I think it's great thatthere are training, there's
(55:07):
training out there, but I wouldagree it's hard to know all
those acronyms.
Who are you talking to?
What are they really saying toyou?
Because you're nervous andthey're spitting out well and
you're trying to make sure youtake it all in and you're not
really sure that you're gettingall the right messages.
So I think training isdefinitely helpful, whether it's
(55:28):
ours or somebody else's.
I think that's.
It is rough to, if you haven'tbeen in healthcare, to know all
the right things to say, andeven if you have been in
healthcare, it's hard to knowwhat to say sometimes.
Speaker 2 (55:42):
So and I, I really I loved my role.
I really so, and I, I really Iloved my role.
I really I loved what I did.
I loved meeting the people, thefamilies, you know, seeing
people happy.
That we're, you know we'rewe're, they're able to stay home
comfortably and I think I whatI love, you know I miss that
sometimes, but I'm much I'mhappy to be able to be able to
(56:03):
train everybody here working for, you know, asn, the tips and
tricks and everything that I didto help me, you know, help me
be successful in getting a lotof private pay referrals, and so
you know I really did enjoybeing out there and working for
a home care agency.
Speaker 1 (56:20):
Yeah, I would say I agree with you.
If, even on your hardest day,the gratification of being able
to help a family and comfort anadult child and let them know
this, everything's going to beokay and comfort a senior,
everything's going to be okay ora spouse, I miss those kinds of
things too, that humaninteraction and knowing that
(56:43):
you've fixed something and youwere able to get them to where
they need to be and where theywant to be, those kinds of
feelings and they're so thankfulfor all the help and all the
guidance that whether it's asocial worker or you or somebody
is providing them, gettingtheir medical equipment in the
house, making sure that thatdidn't fall through the cracks.
(57:04):
There's so many gratifyingparts and pieces to all of this.
It is I can.
I can see how you miss that,because I can remember missing
that human interaction or orthat caring for others, as I
kind of stopped doing it inperson.
I stop, I say I stoppedtouching people.
I kind of touch people, but itis a hard thing to let go of
(57:28):
yeah.
Speaker 2 (57:29):
It's a gratifying job , though I mean, you know it's,
it's, it's, I enjoyed it so.
Speaker 1 (57:35):
I can, I know and I can tell just by talking to you
all the time that you're justsuch a great.
You would be a great person outin the field.
I know that because plus peoplerave about you who you work
with for so long.
So, anyway, I think that's.
That's all the questions.
I have Other parting words ofwisdom.
I, if you have anything,anything I missed.
Speaker 3 (57:57):
I think there's a question.
One more question Annette didyou find doing activities in the
community were fruitful?
If so, how did you decide whereyou wanted to focus more
activities or in-person visits?
Speaker 2 (58:11):
Um, so, you know, yes , I, you know I would, I would
do, I.
How do I want to say this?
Um, I think it's great to do anactivity at a community, like,
if you, you're a member, careand assisted living, you're
trying to get in there.
Um, you know, sponsor a prizebingo?
I would do.
Um, you know, sponsor a prizebingo?
I would do.
(58:33):
You know you'd get on theircalendar.
You know ABC home care is goingto be sponsoring a prize bingo,
I think it's.
You know it's showing, I woulddo it at communities that I
would get referrals from showingthem.
You know I'm thanking them.
You know, stopping by thereferrals before you know I went
into the community room and setup the bingo.
I'm not saying to do a lot, butit's not a bad idea to do it.
(58:55):
Do them, you know, once in awhile and you know, especially
maybe it's some communities thatyou know you haven't been able
to get in and you're trying toget in through the door you can,
you know, connect with theactivities person and see if you
can sponsor an activity.
Speaker 1 (59:12):
So yeah, kind of a mix, a mixed bag of what and
then in services, did you do the, I guess?
Speaker 2 (59:22):
I would say, more importantly, you know scheduling
the in services, the lunch andlearns.
You know meeting with the teams, doing a breakfast or a lunch,
presenting on an educationaltopic.
You know those I would, I feel,are, you know, most important
to.
You know gain your referrals,but I think it's nice to do some
.
You know activities at somecommunities.
(59:43):
You know to try and get in asniff, or you know, like I said,
a community that you may have ahard time getting into.
Or I also, like I said, woulddo it at communities that I got
a lot of referrals from, kind ofas a thank you Because a lot of
these activities.
They're not going to say no toyou because they need to book
these calendars and they'realways looking for things to do.
(01:00:03):
They have a small budget and ifyou offer to come in and bring
snacks and prizes, they're goingto say, sure, go ahead.
I always say book it a month inadvance because they do their
event calendar a month inadvance and you want to get on
their calendar, you know.
So they have your company nameand that you're sponsoring this
event.
Speaker 1 (01:00:24):
Oh, that's great.
And so Lacey says I did myfirst one this week by ASN's
guidance about a dischargepackage.
It was fantastic.
Thank you all.
Speaker 2 (01:00:32):
Awesome, that's great .
We love to hear that.
Speaker 1 (01:00:35):
Yeah, yeah, absolutely yeah, I think, and
it's kind of a mix of things.
And if you want to see likesuper, super big community
involvement, um, the interviewwe did last time, the last uh
continuum meeting was aninterview with someone who is
(01:00:56):
crazy involved and always do atleast once a month doing a big
event or someone somewhere or asa community, that's a great
video to watch or listen to,because she she says, I mean and
at this point it's some highend stuff, I'm sure it didn't
start out that way, but now shedoes a lot of fundraising, very
(01:01:18):
involved in her community withfundraising and senior stuff.
So if you want to see what thatlooks like or hear what it
looks sounds like you can listento or watch.
Last time, last continuum, Ithink that's it.
Anybody else have anything, Ithink we're good.
All right, thanks everybody.
(01:01:40):
We'll see you in two weeks.
Happy Friday.
welcome to august 9th .
We've had folks out sick anddon doesn't have much of a voice
, so I'm gonna um do the thecontinual again this weekend.
I've been enjoying it, but I'mgoing to talk about some sales
stuff and some online marketingstuff today.
So thanks for being here.
(00:29):
A little housekeeping, as usualLines muted Once you're talking
.
Share stories, experiences andtips.
Please ask questions.
You're always welcome to askquestions, that is no problem.
Let's see here.
Oh well, you all know us by now.
I'm Valerie.
I'm the co-owner of ApprovedSenior Network.
(00:51):
If we haven't met before, hello, I'm a registered nurse by
trade.
My forte is the onlinemarketing piece, and these other
three ladies and Lisa's notjoining us today, but they are
your in-person sales andmarketing experts.
Annette, you want to introduce?
Speaker 2 (01:07):
yourself.
I think I know a lot of you,but I am Annette Sickler.
And a little bit about myself.
I worked in CCRC for about 13years and as a home care liaison
for seven years and I teach the90 day sales training courses
and I just love what I do.
(01:28):
Thank you.
Speaker 1 (01:31):
All right Dawn.
Do you have a voice?
Speaker 3 (01:33):
Oh, Lisa's here.
Oh, Lisa is here.
Hi, Lisa, Lisa did come.
Okay, Lisa and I have both beenill, so I don't know if she's
going to be able to talk.
I will talk until the coughtakes over.
I'm Dawn Fiala.
I've been in home care for along, long time.
I've been in sales, marketing,recruiting, retention operations
.
I love sharing.
(01:53):
You know all the things thatI've learned through the years
and I'm so happy that you'rehere today and welcome.
Speaker 4 (02:02):
Hey guys, it's me, yeah, it's me.
Again, also, what Dawn saiduntil I start coughing, I'm fine
.
Um, I have been in home careforever and ever and worn all
hats and I just love being apart of your guys's journey and
if there's anything that I havein my brain that I can give to
you and help you with, I amhappy to.
Speaker 1 (02:21):
So I loved, I love the experience of being here
with you guys you know, what'sreally interesting about this is
that lisa and dawn are not inthe same part of the world, like
one's in phoenix, one's incalifornia, and they're both
very sick.
And then also dawn's son gotsick and he's in austin, texas.
So, whatever it is and it's notCOVID, and it's not the flu,
(02:45):
whatever it is, it's bad, it'svirtual, virtual, viral, and
it's awful, and these peoplehave had lots of fevers.
So mask up or do something,because make sure you wash your
hands a lot, because I mean it's.
I think it's worse to be sick.
I don't know.
I think kids handle it waybetter than we do.
All right, how to watch themeetings that you missed.
(03:08):
So log into the forum.
So there's lots of differentways that you can do this, but
the easiest way is to go tohomecaresalesforumcom, put in
your email address and then usewhatever password was emailed to
you and then use whateverpassword was emailed to you.
Or you can use the forgot yourpassword feature and log in.
You will see, once you log in,lots of different things.
(03:30):
This is an old screenshot, butyou'll see lots of different
things that are being postedthere.
I'm going to show you adifferent way to do this in just
a second.
But if you click on learning atthe top there and if you're on
(03:52):
your mobile device it's going tobe at the bottom, but anyway,
learning it will take you tothis, which says 2024 continuum
sales mastery, and that is whereall the replays are.
So please go there and watchthe videos, and we also let you
know in the forum that thereplay is available.
So here you can just see ascreenshot of this.
Starts back in January of thisyear and it goes.
Hello, it goes all the waythrough to now.
(04:14):
So old screenshot, but you getthe picture.
You can go through and watch,rewatch any of the ones that you
may have missed over the courseof the last several months six
months, I guess.
Today we're going to talk aboutthe Colab app, how to use it,
what it's for marketing with24-7 AI chat examples and use
(04:36):
cases done for you.
Leave behinds monthly.
It's a new program.
We're only telling our currentclients and you guys about this
right now.
We're only telling our currentclients and you guys about this
right now.
It is on our website, but we'renot shouting it out to the
world because we want to rollinto it slowly and do it right,
and then we're going to dofrequently asked questions with
(04:57):
Annette, her experience andrecommendations for in-person
sales, which you may be in classwith Annette, but really
getting to know what herexperience was and why she was
successful is always, I think,fun to learn from somebody who's
been there, done that and whatdid she do in the past.
All right, and be sure to stopme or ask questions if you want
(05:19):
to Unmute your lines or you cando the chat.
At the bottom there's a littlechat thing.
All right, let's talk about theCoLab app, which you've
probably never heard of and itmay not make a bit of difference
to you, but here's what I thinkmakes it easier to communicate
in the support forum.
So the CoLab app by LeadConnector is another way that
(05:43):
you can get to us, talk to us,communicate with us.
So if you like apps or if youwant to try it, it's free.
Of course I am going.
There's the link to the Applestore and some screenshots and
I'm also going to in thispresentation that we email out
to you the PDF.
These links be in there so youcan click on one and go to it
(06:06):
and go to it.
But you just type in Colab byLead Connector K-O-L-L-A-B.
You're going to find it inthere.
You can download it.
So what is it?
Well, it's actually access toour forum, our sales support
forum, the one that I justtalked to you about.
That you can get to by going toa link on your desktop.
(06:27):
Some people would much ratherbrowse and look at stuff on
their phone, so I wanted you tomake sure you knew about the
Colab app.
And let me go to the next slide.
This is on the Google store andlet's see.
So, here is what it looks like.
This is my phone, a screenshotof my phone.
So when you go to the Colab appit'll give you a couple of
(06:47):
examples.
You go there and you want topick home care, sales and
marketing forum and then clickon join group.
You're probably already in thegroup, but join group and when
you do that it'll prompt you tolog in Again.
You can use the forgot passwordfeature if you don't know what
it is, and then you're going toend up in here.
(07:07):
Yours won't say manage, becauseI'm an admin, so mine says
manage, but you'll be able tosee everything here.
So this is what it looks like.
I kind of just scrolled throughmy phone and took some
screenshots of what people aredoing and what's in there.
So the first thing you're goingto see at the top of your phone
are all the featured posts andyou can scroll to the left and
(07:30):
see all the featured things thatAnnette has been putting in
there.
And then I just kept scrollingdown.
I know this is pretty coolbecause Lisa just put this up as
a leave behind and somebody didit Positive capsules and it's
so cute and he created all thesestickers and all the things and
(07:51):
then prescription for self-care.
That is really cute.
So you can see what other peopleare doing, what they're sharing
.
You can see what we're sharinghome care, marketing.
This is the podcast version ofthe continuum.
You can see that.
We post that in there.
Our latest folks who havegraduated from 12 week sales
(08:11):
training are, you know, pictures.
So we're trying to share asmuch as we can inside this app,
and I get it that it's justanother group or it's another
thing or another app or anotherlogin or another app or another
login.
But if you're in home care,sales and marketing, this is a
great place to be.
And also this is where you canfind again all of the replays of
(08:32):
the previous continuum.
So at the bottom of the screenyou see where it says learning,
home discussion, learning,leaderboard notifications and
profile.
If you go to learning, you'regonna end up being able to see
all of the continuum replays.
So I just wanted to let youguys know that's available and
(08:53):
make sure you could downloadthat.
It's easier to scroll throughit when you're on your phone and
just hanging out on the couchor whatever than it is to get
your laptop out and do all that.
So, all right, let's talk aboutmarketing 24-7 with AI chat.
Now, this is more of an onlinemarketing thing.
Do we have any questions oranything like that going on here
(09:14):
?
Oh, nope, here's the chat.
Okay, if you have any questions, let us know.
Let's talk about AI answeringyour questions or anyone's
questions that come to yourwebsite.
So this is available to anyonewho's in our programs.
I guess it's available toanyone.
Period, it doesn't matter if wecreated your website or we
(09:35):
didn't create your website.
If you're in a franchise, theyjust have to insert a little
code on your website and usuallythey're okay with that.
Most of our franchise partnerswill do that.
If you are an independent homecare agency, it's something that
you would send to your webdeveloper a little piece of code
and they just put it in on yourwebsite and boom, this little
(09:58):
thing will pop up.
So I used our website as anexample for most of this,
because I didn't want to askweird questions on one of our,
on one of our clients websites,even though most of them are
used to me testing things.
But so a little pop up comes upand we've used this in
different ways over time, butthis is kind of what it looks
(10:21):
like.
I also that that was the desktop.
By the way, this is the desktopversion and it will just chat
with you.
You can ask it anything youwant and people have.
I know Lisa has been in therefooling around on it asking is
the sky blue and things likethat, and it answers pretty
accurately.
Here's what it looks like onthe phone Chat with me about
(10:41):
your home care marketing needs.
And here's me chatting with me.
But, hi, this is the ASN teamchat Current clients.
We always tell our currentclients where they can go to get
help for all support relatedquestions.
How can I help you today?
And then I asked what servicesdo you provide?
Hey, we provide marketing andwebsite services, blah, blah,
(11:02):
blah, blah, blah.
So you can just kind of seethat.
And how does it know?
How does it know?
This isn't a human having thisconversation, it's, you know,
any random person.
It's trained.
The AI is trained.
So what we do is we either goto we tell the AI to go to your
website and look at all theinformation on your website and
(11:25):
scan it and get all the bestanswers, or in some cases, it's
better just to send the AI to afrequently asked questions page
that's updated and accurate, andsometimes we create a
frequently asked questionsdocument that is very specific
to your questions and answers.
We can train the AI any waythat you want to train it.
(11:48):
I prefer to create thefrequently asked questions
document and have our AI justscan that document so that that
is the only place where it'sgetting answers and it's not,
you know, maybe giving an answerfrom some rogue page on your
website.
So it asked me let's see, let'slook at this.
(12:12):
The third screenshot over weprovide marketing website
services designed to give homecare agencies more visibility.
Would you like more detailedinfo over a call or email?
We also train it to make surethat it asks for contact
information at every turn.
We want to get contactinformation or send people to a
(12:32):
page on your website where theycan enter their contact
information.
So what you can't see here isit asks me for information.
So I said my name was Sue,here's my email address, and
then you can see that it picksup right away.
Thanks, sue, I'll pass alongyour info.
Meanwhile, you can also fillout our form for detailed
inquiries here, and so it takesus.
(12:53):
It'll keep chatting with me.
Anything specific you want toknow, it'll keep on talking to
me and trying to get moreinformation, which is really
helpful, and then I came back alittle later.
What I want to show you is thatwe can interrupt the AI and
start talking as a human to thisperson.
So I came back a little laterand now you're looking at the
(13:17):
inside of our CRM.
This is all guided by the CRMthat we make available to our
clients in their account.
So you can see here that Iinterrupted the AI and I said I
started talking to Sue.
Can I get on your schedule?
Of course, here's the link.
And she said thank you, and Iactually was the one talking to
(13:42):
Sue at that point.
So a human can take over thatchat and the AI will stop
talking.
So it's really interesting inhow you can do this.
What we do is we notify ourclients that someone is chatting
with you on AI chat and you canthen log in either from your
phone or from your desktop andyou can intercede with that chat
(14:06):
if you want to.
Most of our clients don't havetime to babysit this 24-7, so
they just let the AI chat workits way through the questions.
But if you just happen to besitting there and you're like,
oh, I can talk to this person,then you can certainly pick up
where the AI left off and itwill stop.
Anyway, I find this to befascinating and I know that it
(14:30):
doesn't replace humaninteraction Totally.
Get that.
We all know that this is reallyhelpful for job seekers as well
to point them to the rightwebsite address on your you know
they'll say I'm looking for ajob.
I mean, you've seen this amillion times.
Right, it'll point them to thelink where they need to go to
fill out your application orwhatever system you're using.
(14:53):
So it's really helpful forleads, but it's also helpful for
those job seekers and it doesfill in the information that you
know.
Once this is over, you'reinside this contact, you can
replace the word guest with Sueand sometimes it will pick that
up and it'll replace.
You know the name andeverything and all this
(15:14):
conversation is saved here soyou know if Sue can, if Sue goes
on and puts in our information,sue's information will be
filled in.
So, anyway, I think this isfabulous.
It works well for us, theclients that we've tried it out
on Star MultiCare.
They have six offices acrossthe country.
(15:36):
They have New York,pennsylvania, ohio and Florida
and they use this on theirwebsite and I do see and hear a
lot of job seekers.
But it's really nice andthey're able to get people where
they need to be with this chat.
So they were one of our firstguinea pigs and it did take us a
(15:56):
minute to train the AI to givethe right answers.
We do not give pricing via chat.
You should not give pricing viachat.
We do not give pricing via chat.
You should not give pricing viachat.
Obviously, you're going to wantto make sure that you know you
know the client, what the clientneeds before you get to give
them pricing.
So we don't do that.
And as far as jobs, we don'ttalk about caregivers will ask
(16:18):
hourly rate what's your hourlyrate?
And we don't let the chatanswer that either, because that
often depends on a whole lot ofthings.
So some of the answers that wegive may frustrate the AI, may
frustrate people because it'snot going to give them pricing
and it's not going to give themhourly rate Unless that's
something you wanted to say,then it certainly will.
(16:40):
So, anyway, it's been a greatexperience for us and for the
clients that have used it.
So just keep in mind it is anoption.
I've seen some other chatservices that actually have a
human answering those questions.
It's a live, 24-7 chat and itdoes have a human.
It's much more expensive thanthis, of course, because you
(17:01):
have to pay the people who areanswering all the questions, and
that may be something that youprefer.
But if you ever wanted to havea live chat available that you
didn't have to babysit, thistakes this, takes place of that,
so I just want to show it toyou.
It's available.
It's on our website.
If you go to our website andyou go under marketing solutions
(17:23):
, you will see the AI assist andthere's a video there that kind
of goes through it as well.
So if you want to see it againsomewhere else.
It's all there, all right.
Any questions about AI chat?
Speaker 3 (17:37):
No, valerie.
I have a quick question.
Sure, if somebody is a currentclient and they have the CRM as
part of their package, would theAI chat be able to schedule an
appointment or an assessment forthem?
Yes, if the person wanted toget to that place.
Speaker 1 (17:52):
Yes, we do have a couple of different abilities
for the chat.
We have one version of it thatI prefer, the one that just
answers general questions andthen points that they want an
appointment, points them to aform to make that appointment.
But we also have one that willconstantly try to get an
appointment set up with theperson that's chatting with you,
(18:16):
whether it be a job seeker or alead.
It's going to try to schedulethat appointment and so it's a
little it.
It answers things a little bitdifferently.
I've tried them both and I, forus, I prefer to send someone to
that contact us page.
I know that sounds weird, but I, I don't.
(18:37):
I don't know.
It's a strange mix up.
I and for the for the, but forour home care agency, they
preferred that we not try to setthe appointment or not hammer
as hard on the appointmentsetting piece as we did on
making sure they got enoughinformation or information in
person.
But yes, it will try to setthose assessments up or those
(19:00):
caregiver interviews up.
If you wanted to, it will dothat.
Thank you for asking, and ifyou're in our programs and
you're already one of ourclients, it's $50 a month.
That's how cheap it is, so it'snot really that very expensive.
Okay, done for you.
Leave Behind's new monthlyprogram.
(19:20):
We're going to call this LeadBehind Legends.
Speaker 3 (19:23):
Oh, Valerie, there's one more question.
Speaker 1 (19:25):
Oh, go ahead.
Speaker 3 (19:26):
Can the chat track KPIs, for example, provide a
report as to frequently askedquestions or the number of
scheduled meetings.
So I think, KPIs for the chatitself.
Speaker 1 (19:37):
Christopher Gentry, I would expect nothing less from
you than a nice untechy questionfrom you than a nice untechy
question.
You know, that's a great it'swhat I see in the chat is it
doesn't.
It's it's chat by chat.
It doesn't actually capture allthat, but what I can see is the
(20:01):
number of similar questions, soI don't really have a great
answer for you.
Probably the answer is it's notgoing to track it the way you
would like it to track it.
But I can see in there and Ican always show you the back end
of it sometime, how many timesand how many different ways
(20:21):
people ask, especially jobseekers, what is your hourly
rate, and so I can see some ofthat.
But it kind of divides it up by, you know, from chat to chat to
chat, so it's not as clean asyou would like it to be.
But, on the other hand, I'msure as our developer rolls out
(20:42):
more features with this, it'llstart keeping track of things
like that, because youdefinitely want to answer those
frequently asked questions, ifyou're not already doing it.
Yeah, yeah, it would be greatto know.
The things that are good aboutthis is that those chats can be
marked as you know, the person,the human can be tagged as a
(21:04):
live AI chat.
Therefore, when you go backthrough and you look at how many
live AI chats did we receiveand how many of those actually
became clients, you canabsolutely see those, that
information, which is reallynice, but it's not going to
automatically do it for you.
You kind of have to do it byhand.
Do it for you.
(21:27):
You kind of have to do it byhand.
All right, thank you, all right.
Okay, starting now.
So I'm just presenting this toour current clients, people
who've been through salestraining and just want you guys
to know this is available andwe're going to start doing it.
Oh, my goodness, oh, I need totake one of these bullets off,
starting now with a Septembership date.
Oh, I need to take one of thesebullets off, starting now with
the September ship date.
(21:47):
We're going to do fourdifferent branded leave behinds
each month, 25 hard copy units,and on those 25 hard copies you
know some of these are littlesquares, so there's four squares
per page, so you actually have100 leave behinds that are
branded to you.
This is going to be a monthlyservice and we decided on
something else.
We're not going to do exclusiveterritories, but we're going to
(22:09):
do.
We're just going to take thatoff the line item there.
But what we're going to do isanybody in the same territory
gets completely differentleave-behinds.
So I can have two people inPhoenix, but home care agency A
stuff is not going to be thesame as home care agency B, so
you don't look like you're doingexactly the same thing.
(22:30):
So it's not necessarilyexclusivity, but there will be a
difference if you're in thesame territory and we will watch
that on a case by case basis.
We already do that with oursocial media posts for our
clients across the country, soit's not foreign to us to make
sure two people don't have thesame things.
So for October, I'm going toshow you what we're doing for
(22:50):
October.
We're doing the Halloweenpumpkin decorating contest.
October is physical therapymonth, october is national
breast cancer awareness monthand October 21 is national apple
day and there are so many cuteideas.
So these are our October leavebehinds.
I'm going to show those to you.
So what you can see is now someof these have planning that
(23:11):
needs to occur behind them and Ijust put some examples here.
These people really aren'tdoing this.
I just put logos on here so youcan see kind of what it would
look like, but for the pumpkindecorating contest and Don Fiala
did this year after year for avery long time.
It's an excellent way to getyour community involved and to
(23:33):
get your referral sourcesinvolved, and it doesn't mean
they have to carve the pumpkin,they just have to decorate it
right.
So we put together a flyer andsome examples at the bottom so
you can see what a decoratedpumpkin might look like.
If you wanted to participate,so these flyers would be branded
to you with your contactinformation and look what we're
(23:55):
asking them to do.
This is something that we talkabout in sales training a lot.
I know Annette talks about thisText your picks to three, three
you, you know, to your, to yourcell phone number.
Um, so that way you get theirtexting phone number, get it.
We're trying to get their text,their phone number.
So you're asking them to textor email their pictures to you.
(24:16):
Um, this is.
It does have some stuff you haveto do.
For instance, you have to dropoff the little pumpkins.
You don't have to do bigpumpkins, you can do little ones
, like, maybe the six inch ones,not the little teeny, teeny
ones, but maybe like, like youcan hold in your hand, like this
.
You have to drop those off foranyone who's wanting to
(24:38):
participate.
So you have to do this a littlebit in advance.
So, like that, right at thebeginning of October, make sure
everybody has their pumpkins.
So you kind of got it.
This is more of a process, butit's a great community
involvement piece, and so I knowDon did it for years and
actually it's so funny.
I was at a conference that wascompletely unrelated it was an
SEO conference, unrelated tohome care, and I was in the
(25:00):
hotel lobby last year in thefall and they had done a staff
decorating contest, pumpkindecorating contest and the
pumpkins were sitting rightthere in the in the in the hotel
.
So this is a fun one to do forstaff or community.
So that's one of the thingsthat we'll be sending out.
We'll be sending the flyer out.
We can't send you the pumpkins,because they're real and but,
(25:24):
but I'm going to show you a wayyou can get those.
And then these other three arefour to a page, so there's
actually a hundred of these.
You have to cut them apart, butthere'll be a hundred of these
sent to you.
And then Don reminded me thatthere has to be a reason.
Don, dawn, you might have tosay the words correctly.
(25:48):
On the physical therapy month.
Definitely don't want to missthat.
And we put on there.
Did you know our caregivers canassist clients with their PT
movements at home.
You want to give them a reasonto come out and talk to you.
Is that right, dawn Piala?
Speaker 3 (26:02):
Yes, yeah.
So for your leave behinds.
One a month should get them tocome out and talk to you, and so
physical therapy and thepumpkin decorating are both
great, great ways to get them tocome out.
And you also want to tie yourservice line to what's going on,
and so physical therapy monthis a great thing to celebrate,
but why not tell them we canassist with exercises so that
(26:24):
they're seeing how we tie in ourservices to what's?
Speaker 1 (26:30):
And yes, so two of these.
At least one of these has togive people a reason to come out
and talk to you.
So we did two that way and I'mgoing to show you the stuff that
goes along with these littlehandouts in just a second.
And then, of course, breastCancer Awareness Month.
How could we not do that?
So these are the October thingsthat will be mailed out to
anyone who's participating inthis program.
(26:51):
So let's look at the other pieceof this.
So the other piece of this andwe got asked about this a lot
and that's why I did this I puta little.
You can go toasnhomecaremarketingcom forward
slash store and you can see this.
So what I did was and again,this is a screenshot, so it
doesn't scroll all the way downFor your pumpkin decorating
(27:13):
contests Now.
So for October, anything thatwe just showed you in those
leave-behinds.
If you were to scroll down thispage, you can see that all the
little George calls themtchotchkes.
I'm going to say tchotchkes.
The tchotchkes are on this page.
You do not have to orderanything from this page.
We don't care where you get it.
You go to the dollar store, youcould go to Oriental Trading,
(27:34):
but people are always asking uswhere did you get that stuff?
So we put it on here.
So all you do is click on thepicture and it'll take you to.
Speaker 4 (27:41):
Amazon and you can order it.
Speaker 1 (27:42):
Right, you know we always leave the Amazon links in
our on the PDF for you.
Well, this is an easy way foryou to just go here and you've
got your October stuff that youneed.
So, and because we're mailingeverything out a month in
advance, you can, you know,order these as soon as you get
the email from us that yourshipment is on the way.
(28:03):
You need to go order this stuff.
So I did find these six inchpumpkins for decorating, but
they're probably way moreexpensive here than they are.
Just to go to your localfarmer's market and buy a few.
I don't know.
$24.99 for four pumpkins soundslike a lot to me, but maybe
it's not, I don't know.
It sounds like.
Kind of sounds like a lot to me, I don't know.
(28:24):
So, but you can.
But I put here it may be cheaperto just buy real six inch
pumpkins from your localfarmer's market or your grocery
store.
And then I did put on heredecorating stickers and things.
So if you wanted to do this alittle bit differently and you
wanted to give them some kits ordo it with the organization, so
(28:44):
if you're going to a skilledfacility and you want to have a
group pumpkin decorating dayinstead of the contest thing.
You could do that and you mightwant to bring enough stuff so
they can decorate.
And Don has also talked aboutthis in the past, where you know
, if you want to do it as anevent that you host with the
activities director, you couldbring the pumpkins and bring all
(29:06):
the decorating stuff and so youcan order it off of Amazon.
Speaker 4 (29:10):
And again, you don't have to use this stuff.
Speaker 1 (29:11):
I'm just, we just want to make sure you had some
options.
And then physical therapy monthdown here.
That's a hard one.
What do you leave behind?
So I put some bags and I putsome.
These are bone pens.
They kind of go with Halloween,kind of weird.
But I thought you could probablyput some of these physical
therapy stickers.
You know how people like well,I use at least the teenagers
(29:41):
like to put stickers on theirwater bottles.
They're big into doing that.
So you can order a ton of thesestickers and then just bag and
put them in a baggie or a littlegift bag along with a bone pen
and then the little physicaltherapy month thing.
So that's a cute, veryinexpensive but super cute way
to do do that.
And then I didn't you know sothen, if you were to scroll down
, there's a bunch of stuff forum, breast cancer awareness
(30:02):
month, and there's the apple daystuff.
Oh my gosh, there's so muchcute stuff for apple day.
I can't believe I didn't, did I?
No, I didn't.
So let's go back.
You know what?
I'm just going to go there.
Speaker 4 (30:18):
While you go there, valerie, I love the bone pen.
That is the cutest ever.
But there's a question.
Good job, there's a question.
So, with the new way of doingthis, will we no longer be
sharing the candle links and theGoogle document links to to
customize handouts?
Speaker 1 (30:38):
We will be sharing.
We're not going to share withyou the same things that we're
going to share with our peoplewho are paying for this.
So people who pay for theservice are going to get
different stuff than then we'regoing to be sharing on continuum
.
It'll all be still stuff youcan do on your own and that
makes a lot of sense, but wedon't want to share the same
(31:02):
exact thing that we're doing forpeople who are paying for the
service.
You're really paying for us tomake it easier for you, and I
totally get that.
Some people are easily going tobe able to do this on their own
, but some people would justprefer to have it easier for you
, and I totally get that Somepeople are easily going to be
able to do this on their own,but some people would just
prefer to have it all mailed tothem and all I have to do is put
the kits together and go, andwe get that request a lot.
(31:24):
So having a marketing kitmailed to you is just some
people's preference.
But yeah, we'll still besharing lead behinds, that's no
problem.
We'll just be doing a differentversion for our paid clients.
So here's some easy stuffbreast cancer awareness stuff.
And then Apple Day it's.
(31:44):
It's a kind of a you know cutelittle thing it's.
You know we're trying to thinkevery month is something that
makes you stand out, that makesyou different.
Everybody's going to do breastcancer awareness.
Everybody's going to do breastcancer awareness.
Everybody's going to doHalloween.
What's something different thatis cute, that you could do?
And so I found these and justyou know little containers you
can fill with some mini applecandy wrapped stuff.
(32:08):
And I learned my lesson.
You know everything has to bewrapped.
So yeah, I learned my lesson,you know everything has to be
wrapped.
So yeah, so it's a little appleparty favors.
I don't know, it's just cute,just something you can do for
national apple day, all right.
Speaker 4 (32:25):
So that's all here.
Speaker 1 (32:26):
Every month, we'll have a little suite of things
that you can buy just to makeyour life easy.
We don't really care where youget the stuff.
All right, I'll go back to this, all right?
So wait a minute.
Why don't we go to our leavebehinds and then I'm going to
(32:47):
interview Annette so you can geta feel for how she was so
successful.
Lisa, do you want me to do thisor do you want to do it?
We've talked about these a lot,I know.
Speaker 4 (32:59):
Yeah, I didn't do any new ones, but yeah, so I can, I
can do it.
Yeah, I can go over.
August is National WellnessMonth, so remember to take care
of yourself.
So you want to take this outand you're just showing, you're
just showing love.
You might not get ahold ofanyone, but for this you just
want to make sure that you'reyou're showing love and you're
saying you know we care aboutyou, care about the relationship
(33:20):
I'm building with you, mrsSocial worker or whoever.
These little items here couldfit easily into a little baggie
and just really cute forself-care.
Prescription for self-care.
Just really cute for self-care.
Prescription for self-care.
At the beginning of sorry, thebeginning of JJ, you saw JJ's.
(33:42):
What he's doing is and I justlove that JJ always has really
cool ideas with with the stuffthat we put up here.
So that was really cool.
But you know, must take 10minute break, preferably outside
inhale break, bring it all inand then you know, just feel
good, take care of yourself andthese little capsules.
Actually, when you pop themopen there's little like you
unroll these little.
You know positive, I don't knowpositive affirmations and just
(34:05):
little positive saying.
So I just think that's reallycute.
Maybe throw three in a bag and,um, take it out and I just, I
just think it's different, itcute, it'll definitely set you
apart.
Importance of exercise promotinghealth and wellness.
Here's another really great onewith a why.
Why am I here?
Why would you come to me?
Because we're trained in oops.
Can you go back?
Oh, sorry, you want to give,that's okay.
(34:28):
You want to give the reason,like Dawn and Valerie mentioned
earlier, but we're trained inguiding patients through their
prescribed home exerciseregimens called today.
So this lets the social workerknow or whoever's just charging
the patient.
Even the PT people know thatyou understand that they are
going to have something thatthey're gonna need to do to
progress and stay home and stayhealthy and happy and all that,
(34:52):
okay.
And just some little stressballs with cute, cute handouts.
You can do anything.
These are just ideas to make iteasier for you and have a lot
of these drawstring bags youknow on deck to be able to use.
You can have plain, you knowjust white, or you can do any
little colors that maybe matchwith your theme or your company
logo, things like that.
(35:15):
Okay, august is also NationalSafe at Home Week.
Let's light the way.
Call now for a free home safetyassessment.
That may be your only way intothe home.
And, hey, that's great.
I'm letting my social workersknow that I will go into a home
safety assessment for free andmaybe I'm checking back in with
the social worker and lettingthem know hey, did you know that
?
You know they're living likethis?
(35:37):
Uh, you know, and then you're,you're taking them a little key
chain, um, that lights up.
You can slap your logo on it.
Uh, there's lots of otherthings you can do too.
I did see these little cute umround lights that you can like
stick on a step.
Um, I think that ties intosafety, because that one step
can make or break you sometimes.
And then this is so cute.
(36:01):
There's a theme here the texting.
Right, we want the socialworkers, or whomever you're
talking to, to be able to textyou.
If you're on texting basis,that's a game changer, for sure.
But coffee time on me, redeemedby text, only to set a date.
And then you're taking this outand you're.
Annette got one back.
This is Annette's idea and Ijust kind of changed it around a
(36:21):
little bit.
But she got one back and gosh,after like eight months or nine
months of leaving this withsomeone and they wanted to have
coffee with her and hopefullyyou did I don't remember and you
guys had a good time, but it'sa great way to connect
one-on-one and if you can't havethem meet you somewhere, you
can take them coffee and maybeyou ask them you know how many
(36:42):
others are there that you needto bring coffee for.
Speaker 1 (36:44):
Yeah, I would love to just bring them some Starbucks
or whatever's popular in yourarea.
Just bring them some something.
Take their order via text,right, right, hey, you're
september.
September is fall septemberyeah, fall prevention month.
Speaker 4 (37:03):
Um, this is, this is a don fiala and, just like these
socks, our services can help toprevent falls, and so we want
them to understand that we doknow that falls are a thing and
that we are looking ateverything we do.
We want to prevent that,because that can.
I've seen people who aretotally normal.
They fall once and it's justdownhill from there.
So these little non-grip socksare really cool.
They come in all differentcolors.
Um, a great, great idea.
(37:26):
I think you use it for yoga oryou know who knows they're
walking the floor, they end uptaking their shoes off.
Speaker 1 (37:32):
Yeah, I think don said that they ordered these in
bulk from somewhere and hadtheir um name.
Speaker 3 (37:37):
Yeah, yeah, we, we did we ordered thousands and
thousands of pairs of them forfall month, for the fall,
because september is fall andit's also prevent falls um from
china, and we had our logo onthe front, the top part with the
toes and our phone numbers, andthey were the facilities were
giving them out to patients, soit was good.
Speaker 4 (38:00):
Yeah, I think that's super cute.
Yeah, Like, maybe take them tothe community or the facility
and say I'd like to donate theseeven and I want everyone
wearing these.
And so when they're the adult,children are visiting or
something they're seeing whosename is on here, whose logo is,
but that's really cool.
Speaker 1 (38:15):
Yeah, absolutely yeah .
You should be advertisingeverywhere, woohoo.
Speaker 4 (38:19):
Yes, all right, september rehab week.
So this is a great way to justconnect with your social workers
.
Again, maybe call a coupledifferent social workers Not
call, but you know what I meanCall on them.
Go in and talk to them and say,hey, I want to do a little ice
cream social for you.
You could do it at a rehab, youcould do it other places too,
(38:41):
but this is for rehabs.
Um, or a sniffs, excuse me,just take like one of those bins
, you know, and you scoop it upand I think on the next slide is
just some cute, some cutelittle cups and scoops and
spoons and I just think it's agreat way, you know, spend an
hour there or something and justserve that community and just
get to know people and talk withthem and let them see your
(39:02):
heart and how you're, how you'reinteracting in that space.
Speaker 2 (39:08):
Okay, oh my God.
Speaker 1 (39:10):
So many September leave.
See, this is why we can do thisAugust.
August is weak, like no.
I mean, you did a great job,but like August is hard to find
stuff for leave behinds.
It's not a.
It's not like there's a millioncelebrations in September,
october, november and December.
Speaker 4 (39:30):
Summer is rough sometimes yeah, yeah, it's just
like go, go and have some icecream and go to the beach Right,
go swim, have a luau, luau, youcan do luau.
Yeah, here's one more September, I don't know how many.
I didn't do any October Valerie, because that's okay, the new
stuff.
So I guess I'll do.
I'll do some Octobers for nexttime, but National Assisted
(39:53):
Living Week, so we've hit likewhat.
We have another one coming upfor what was it again that you
just did?
A PT physical therapy.
Speaker 1 (40:00):
Yeah, physical therapies in October.
Speaker 4 (40:02):
Yeah, so, and we just had rehab, we just had, I think
we just had social worker inMarch.
I mean, we were gone down thelist here.
So National Assisted LivingWeek, inspiringiring Generations
, is actually their theme tocelebrate the individuals who
live and work in assistedlivings.
And I actually just stole theirlogo there just because I
thought it was so pretty, and Ithink they would appreciate it
(40:23):
too, because they'll recognizeit and recognizing that logo
with your logo, that's a nicelittle, you know, a visual for
them.
And then if you go to the nextslide, there is their pin.
Oh, I meant to get rid of this,how about that?
The next one?
There we go.
Yeah, that's the NationalAssisted Living Week's their
(40:47):
pins.
They came up with those.
So I think that you know thiswould be just really cute to
take out.
Maybe attach it to one of thesebags.
You could add a lot more tothis.
If you want the bags, add someof the other tchotchkes, as
George would say, some of theother things that you can throw
in here, maybe a couple ofpositive pills, I don't know,
some candy, I don't knowSomething.
(41:08):
You can add anything there.
Or you could go in and pin themall and say, hey, I want to pin
you.
Thank you so much for all thatyou do.
You're inspiring generationsand you could do something like
that too.
So you have time.
You have time to think about it.
Snappy Back by popular demand.
We need like a snap sound yeah,but get patients home in a snap
(41:34):
.
So this was like for, notnational, what was it?
Lobster dinner day?
That no one would know or careabout, but I just thought it was
funny and cute.
So I wanted to bring it back.
But more generic, just for youknow, discharges in general, but
letting them know I think thisreally just pops out in their
face that you can get patientshome in a snap and they can call
you now for discharges andyou'll be there.
(41:55):
And then the you know, take outsome.
You know, play on words here.
You know there's the healthyharvest snaps that you can take
out and give to them, just as ayou know something to attach to
this or the Cheez-It snaps.
I think that it'd just bereally cute to play on words and
you have something different tobring to them and they're going
(42:17):
to love it, because they don'tget to snack and all that
sometimes.
Sometimes they're just workingfrom the time they arrive to as
soon as they leave, and thenthey.
You know, this will be reallyreally nice gesture.
Speaker 1 (42:29):
All right, I think that's everything for all of
August and all of September.
So that's awesome, and we willadd October leave behinds to
this as we go.
We just wanted to get our paidversion, I guess, up there first
, and now I'm going to do.
Thank you, lisa.
I know it's hard to get throughall that when you don't feel
(42:53):
good.
Okay, wait a minute, here weare.
Here we are Okay, annette,you're up.
Speaker 2 (42:57):
Okay.
Speaker 1 (42:58):
All right, so I always like to do this.
We should probably do this withLisa and Don as well, but I
think that learning from someonewho's been there, done that and
been very successful at it isalways a great opportunity for
everybody.
So let's start this way.
How many years were you in thehome care sales role?
Speaker 2 (43:20):
Seven years I worked for a non-medical companion care
agency and 13 years I was inworked in a CCRC in the
marketing.
Speaker 1 (43:30):
And tell us about the location, because you're in New
York but you're not inManhattan, so tell us.
Speaker 2 (43:35):
Rochester, new York.
I'm in was in upstate New York,Rochester, new York, and I
worked for a larger franchisethat Touching Hearts at Home.
I worked for Um and um.
We were in business for.
They were business for about 17years, um, when I started um,
(43:58):
they were at 1 million annuallyand when I left after seven
years they were over 4 millionannually in revenue.
Speaker 1 (44:08):
So that's awesome.
Okay, so what is the hardestpart of infield marketing?
Speaker 2 (44:15):
I think I have.
You know.
The hardest part, I think, isyou know you're out, you're out
on the road, road, daily.
You're, you're pounding thepavement, you're driving from
place to place.
You know you're making severalstops to communities, pounding
the pavement.
You're driving from place toplace.
You know you're making severalstops to communities facilities.
You know, sometimes you knowyou just have a day where nobody
wants to talk to you.
It could get discouraging.
You know you have to be reallyorganized, have a plan, make a
(44:38):
route sheet of what you're doingfor the day.
So you know, because you haveto be prepared that anything can
change.
You know we're in home care.
So I had a.
I would always have my daysplanned and I and all of you can
relate.
I'm sure One thing happens andit's you're doing an assessment,
you have a client issue, youhave people calling you, you're,
(45:00):
you know, pulling off on theside of the road to take intakes
.
So I think it's just the hardpart is like being on the road,
staying organized, stayingfocused.
That's what I would say is thehardest.
Speaker 1 (45:14):
I would say staying organized, I mean absolutely,
especially when your day can bedisrupted by a thousand
different things.
But I guess once you get intothe role and you kind of expect
that that might be happening,you're a little bit more
prepared.
Speaker 2 (45:28):
You know you have to be able to multitask for sure.
If you can't multitask, thisjob isn't for you.
You got to be able to change ina minute.
Speaker 1 (45:35):
Well, what's the easiest thing about infield
marketing?
What's the thing you enjoyedthe most, I guess.
Speaker 2 (45:40):
I guess that being in the home care.
The easiest thing was themission.
You know we were helping peopleage in place at home.
You know, knowing that we weremaking a big difference in their
lives.
You know that made it easy forme.
You know I love that part of itAlso, you know you know, being
out and about every day too,your schedule can be flexible.
(46:02):
You know I like that part of itwhere it could be flexible
because you were, you know, kindof making your own schedule
being out on the road all day.
So, I'd say that's the easiestpart.
Speaker 1 (46:13):
Well, and so when you think about you know we do
training classes and we talk tolots and lots of different
owners and marketers when youhire a community liaison what
personality traits are the mostimportant?
What should you be looking forin someone?
And I mean, you want someonewho's going to enjoy this job.
Speaker 2 (46:33):
Sure.
So you know definitely somebodywith an outgoing personality.
You know, not somebody that'sreally shy, somebody with you
know good customer serviceskills, a good communicator,
somebody that shows empathy, youknow, friendly, you know.
And sales and marketingexperience I think is good but
it's not necessary.
(46:54):
I mean I've seen a lot of goodmarketers you know, community
liaisons come that have not hadany marketing experience but had
these good personality traitsand they did well.
Speaker 1 (47:04):
Yeah, I would say outgoing.
Well, yeah, I would.
I would say outgoing and really, like you said that, someone
who is not afraid ofmultitasking and you know, and
and okay with change, becauseyour day changes so often.
Yeah, so yeah, definitely.
What do you wish you had knownabout this role before you
started?
(47:24):
What, what somebody had warnedyou about, just know.
Speaker 2 (47:28):
Just that.
Even though you know that it'snot a typical nine to five job,
even though you have your daysplanned out, things can change
in a flip of a switch.
You know, even though you haveyour good intentions, to be out
there marketing, you could justyou'll have to be doing
assessments.
To be out there marketing, youcould just you'll have to be
doing assessments, inquiries.
You know dealing with issues.
(47:50):
So you just have to, you know,learn to go with the flow and
you know this is what home carebusiness is and you just have to
be able to adapt.
Speaker 1 (47:58):
Yeah, that would be good to know, I think, for
anybody starting in this roombeing not being upset because
you didn't get to those lastthree places you wanted to go to
today.
You know, it's almost sort oflike to me.
It sounds like you have to beokay that you may not be in
control of your day.
Speaker 2 (48:17):
And I actually liked that.
I mean, I have to say I lovedbeing busy and every day being
different.
You know you just have to beokay with that.
You know you have to understandthat.
You know it's just the way thehome care business is.
But I actually enjoyed thatpart of the job the most because
every day was different.
Speaker 1 (48:36):
And I would say this is probably the this next
question is you know what youjust talked about?
What's your best piece ofadvice for anyone in a sales
role like this?
Speaker 2 (48:46):
So don't get discouraged.
We say this in our salestraining class.
You know Rome wasn't built in aday.
It takes time to establish, youknow, relationships with your
referral sources.
You know you're gonna.
You may go three or four timesto a place and you just get.
You know they close the door onyou.
(49:06):
You're going to have days likethat.
You know, keep some on dayslike that.
You know I would keep someplaces that love you and go back
to them.
And you know, get fill your cupof goodness up then and you
know, then get back to thehustle and with a smile.
But don't get discouraged.
Speaker 1 (49:24):
I just you know it takes time, I mean it could take
a few months to really build agood relationship and a rapport
with these referral sources.
It doesn't always happen thefirst time you walk in.
So just don't get discouraged,grumpy to you or mean to you or
(49:44):
are off-putting.
They're probably not a veryhappy person to begin with and
they're, or they're probablyoverworked and unhappy, and
maybe in their role, or maybejust that day, not every day,
but you know, I guess it's hardwhen you're young especially, to
not take that personally.
(50:05):
But as you get older you realizeyou know people are either just
having a bad day, you know,inherently humans are not going
to be snarky and mean to you allthe time.
I mean that's not how they wantto live their life.
But some people just can't helpthemselves.
They come off that way and it'snot uh, it's not personal, and
(50:26):
sometimes it's just the daythey're having, sometimes it's
the life they're having andmaybe you know so I always try
to think of it that way asopposed to you know they don't.
It's not you, it's not you thatthey don't like.
They don't know you well enoughto know if they like you.
They.
They're just in a challengingposition anyway and so they
(50:49):
might not be super nice.
I don't know.
I feel like not taking itpersonally is the best way to
just keep rolling.
And if you keep coming in witha smile on your face and you
know not letting that negativityget to you, then eventually
they're going to soften up orhave a better day, or I don't
know.
I just feel like noteverybody's going to be negative
(51:12):
100%, and if they are, theyprobably won't last very long in
the world.
Speaker 2 (51:17):
And I always I mean I have to say like I, you know
you're making we teach us in oursales training too.
You know you're making thatgatekeeper, your friend, that
person that's that you know isgreeting you when you walk in
the door.
You know you are going to comeacross some of the you know.
Some are great and they're nice, but there's some that they're
they're they're busy, they don'thave time.
You know it's not you, but onceyou can make them, your friend
(51:42):
may take a few times.
It's a good feeling that you,you know you're acknowledging
them, you're saying their name,you're bringing them a little
something.
So definitely it's not youpersonally, it's.
You know exactly what you'resaying, valerie.
You know they just might be,they're just busy and they may
be having a bad day.
Speaker 1 (52:01):
Right, they certainly don't anticipate your visit or
wait around for you to visit.
That's I mean typically.
You know they're not they have.
You know, if you've watched anyof the interviews with the
social workers that are postedin the sales training, they're
crazy busy people who have verylittle time for to go to the
(52:21):
bathroom, much less put a smileon their face, and I mean it's
great when they do that, butsometimes they just can't.
They just need to move on tothe next thing.
40 families are barking at themabout stuff.
Just remember that they're in achallenging position too.
So, anyway, I just feel likethat's always good to know, and
I know you tell all the salestraining folks that if you could
(52:43):
have done a few thingsdifferently when you were
starting out, or maybe at anytime, what would those have been
?
Speaker 2 (52:48):
So previously to working in the home care
business, I worked for a CCRC inthe marketing and was
responsible for filling, youknow, independent living,
assisted living, memory care.
I had the marketing and salesexperience, but when I came into
home care it was differentmarketing and sales experience.
But when I came into home careit was different.
(53:10):
I did have, you know, some goodcontacts and referral sources
that you know I had, that I'veconnected with.
But I wish I knew more.
I was kind of I had toself-teach myself, but I wish I
took some kind of trainingprogram or had you know, knew
who to talk to you know, knewthe right things to say, had you
know, knew who to talk to youknow, knew the right things to
say.
(53:30):
So I, you know, I wish I had alittle more training and
direction.
You know when I, you know, wasjust when I started, but you
know I quickly learned and youknow who to contact and who to
make my connections with.
But I just feel if I had alittle more training or
direction, you know when I hadstarted, I would have enjoyed
that better.
Speaker 1 (53:49):
Yeah, yeah, I can agree.
I would agree with that.
It's from a nurse's perspective.
I'm a nurse by trade.
It is easy for people like it'seasy for folks in the skilled
facility to not understand thatif you're brand new to this job,
to not understand that ifyou're brand new to this job,
(54:13):
you might not know what allthese acronyms are and all these
things, all these abbreviationsfor stuff, and you know, and so
you know.
We hopefully have helped a lotof people learn what all those
things mean.
But, annette, I get it, ifyou've never really been in
health care, it's hard for youto know what everything means,
even pt, ot, st adls, iadls uh,you know, don, I don't know.
Speaker 2 (54:35):
There's just so much standby assistance transfers
right, oh yeah yeah, po is peroral, you know.
Speaker 1 (54:43):
I mean you like who wouldn't I?
Unless you went to nursingschool do you really know that
someone takes their medicationBID, po?
Bid is twice a day and PO is bymouth.
I mean, how do you know that?
But you might see thatsomewhere and think what in the
world does that mean?
So I think it's great thatthere are training, there's
(55:07):
training out there, but I wouldagree it's hard to know all
those acronyms.
Who are you talking to?
What are they really saying toyou?
Because you're nervous andthey're spitting out well and
you're trying to make sure youtake it all in and you're not
really sure that you're gettingall the right messages.
So I think training isdefinitely helpful, whether it's
(55:28):
ours or somebody else's.
I think that's.
It is rough to, if you haven'tbeen in healthcare, to know all
the right things to say, andeven if you have been in
healthcare, it's hard to knowwhat to say sometimes.
Speaker 2 (55:42):
So and I, I really I loved my role.
I really so, and I, I really Iloved my role.
I really I loved what I did.
I loved meeting the people, thefamilies, you know, seeing
people happy.
That we're, you know we'rewe're, they're able to stay home
comfortably and I think I whatI love, you know I miss that
sometimes, but I'm much I'mhappy to be able to be able to
(56:03):
train everybody here working for, you know, asn, the tips and
tricks and everything that I didto help me, you know, help me
be successful in getting a lotof private pay referrals, and so
you know I really did enjoybeing out there and working for
a home care agency.
Speaker 1 (56:20):
Yeah, I would say I agree with you.
If, even on your hardest day,the gratification of being able
to help a family and comfort anadult child and let them know
this, everything's going to beokay and comfort a senior,
everything's going to be okay ora spouse, I miss those kinds of
things too, that humaninteraction and knowing that
(56:43):
you've fixed something and youwere able to get them to where
they need to be and where theywant to be, those kinds of
feelings and they're so thankfulfor all the help and all the
guidance that whether it's asocial worker or you or somebody
is providing them, gettingtheir medical equipment in the
house, making sure that thatdidn't fall through the cracks.
(57:04):
There's so many gratifyingparts and pieces to all of this.
It is I can.
I can see how you miss that,because I can remember missing
that human interaction or orthat caring for others, as I
kind of stopped doing it inperson.
I stop, I say I stoppedtouching people.
I kind of touch people, but itis a hard thing to let go of
(57:28):
yeah.
Speaker 2 (57:29):
It's a gratifying job , though I mean, you know it's,
it's, it's, I enjoyed it so.
Speaker 1 (57:35):
I can, I know and I can tell just by talking to you
all the time that you're justsuch a great.
You would be a great person outin the field.
I know that because plus peoplerave about you who you work
with for so long.
So, anyway, I think that's.
That's all the questions.
I have Other parting words ofwisdom.
I, if you have anything,anything I missed.
Speaker 3 (57:57):
I think there's a question.
One more question Annette didyou find doing activities in the
community were fruitful?
If so, how did you decide whereyou wanted to focus more
activities or in-person visits?
Speaker 2 (58:11):
Um, so, you know, yes , I, you know I would, I would
do, I.
How do I want to say this?
Um, I think it's great to do anactivity at a community, like,
if you, you're a member, careand assisted living, you're
trying to get in there.
Um, you know, sponsor a prizebingo?
I would do.
Um, you know, sponsor a prizebingo?
I would do.
(58:33):
You know you'd get on theircalendar.
You know ABC home care is goingto be sponsoring a prize bingo,
I think it's.
You know it's showing, I woulddo it at communities that I
would get referrals from showingthem.
You know I'm thanking them.
You know, stopping by thereferrals before you know I went
into the community room and setup the bingo.
I'm not saying to do a lot, butit's not a bad idea to do it.
(58:55):
Do them, you know, once in awhile and you know, especially
maybe it's some communities thatyou know you haven't been able
to get in and you're trying toget in through the door you can,
you know, connect with theactivities person and see if you
can sponsor an activity.
Speaker 1 (59:12):
So yeah, kind of a mix, a mixed bag of what and
then in services, did you do the, I guess?
Speaker 2 (59:22):
I would say, more importantly, you know scheduling
the in services, the lunch andlearns.
You know meeting with the teams, doing a breakfast or a lunch,
presenting on an educationaltopic.
You know those I would, I feel,are, you know, most important
to.
You know gain your referrals,but I think it's nice to do some
.
You know activities at somecommunities.
(59:43):
You know to try and get in asniff, or you know, like I said,
a community that you may have ahard time getting into.
Or I also, like I said, woulddo it at communities that I got
a lot of referrals from, kind ofas a thank you Because a lot of
these activities.
They're not going to say no toyou because they need to book
these calendars and they'realways looking for things to do.
(01:00:03):
They have a small budget and ifyou offer to come in and bring
snacks and prizes, they're goingto say, sure, go ahead.
I always say book it a month inadvance because they do their
event calendar a month inadvance and you want to get on
their calendar, you know.
So they have your company nameand that you're sponsoring this
event.
Speaker 1 (01:00:24):
Oh, that's great.
And so Lacey says I did myfirst one this week by ASN's
guidance about a dischargepackage.
It was fantastic.
Thank you all.
Speaker 2 (01:00:32):
Awesome, that's great .
We love to hear that.
Speaker 1 (01:00:35):
Yeah, yeah, absolutely yeah, I think, and
it's kind of a mix of things.
And if you want to see likesuper, super big community
involvement, um, the interviewwe did last time, the last uh
continuum meeting was aninterview with someone who is
(01:00:56):
crazy involved and always do atleast once a month doing a big
event or someone somewhere or asa community, that's a great
video to watch or listen to,because she she says, I mean and
at this point it's some highend stuff, I'm sure it didn't
start out that way, but now shedoes a lot of fundraising, very
(01:01:18):
involved in her community withfundraising and senior stuff.
So if you want to see what thatlooks like or hear what it
looks sounds like you can listento or watch.
Last time, last continuum, Ithink that's it.
Anybody else have anything, Ithink we're good.
All right, thanks everybody.
(01:01:40):
We'll see you in two weeks.
Happy Friday.
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