October 23, 2024 • 42 mins
Annette, Lisa, Dawn, and Valerie discuss sales training perspectives, what's working now in home care marketing and what home care agencies should be doing to increase sales and referrals.
Unlock the secrets to transforming your sales approach with intimate and personalized training. Imagine forming meaningful connections with peers while enhancing your skills in a supportive environment. In this episode, we promise to uncover how Rodney, Tag, and Dennis achieved remarkable results through camaraderie and mutual support in a 12-week journey. Discover the power of personal relationships in sales training and learn how to foster an atmosphere of trust and accountability.
As we continue our exploration, we dive into the critical role of post-training support and ongoing education in professional growth. Annette shares her insights and strategies for navigating common hurdles like scheduling "lunch and learns" or securing referrals. Through structured guidance and customized tools like Dawn's unique leave-behinds, participants effectively communicate their message and access skilled nursing facilities. This episode highlights how continuous encouragement and tailored support from trainers significantly enhance learning outcomes and build confidence.
Finally, maintain your competitive edge in the home care industry by mastering marketing strategies and improving your online presence. The episode offers tips on integrating online and in-person efforts, underscoring the importance of an active digital footprint that reflects your company's values. Whether it's reconnecting with clients to reignite passion or planning ahead for seasonal projects, we provide actionable strategies to ensure your business remains relevant and trustworthy. Embrace these practices to strengthen referral partnerships and sustain success in an evolving marketplace.
Continuum Mastery Circle Intro
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):
so how's it been going?
How?
How is sales training going?
We do small groups.
Tell me about your, yourthoughts and your feelings on
how sales training has beengoing.
You've been through a lot ofgroups and a lot of people, but
they're small groups.
So how's it?
Speaker 2 (00:23):
going.
I love the fact that they'resmall groups and that they're
actually sharing informationoffline too and they're keeping
each other's information.
They're really becoming, youknow, like a team, like they're.
They're kind of each other's,almost like their, their
confidence.
They help with that confidenceright, just being helping them
(00:44):
with accountability, just beingthere for them.
I know that we startedencouraging, like you guys, keep
each other's info, go onLinkedIn, like each other, get
each other's numbers.
One of our groups in particularRodney, tag and Dennis this was
the last one.
Last week they graduated.
They were just so impressiveand they became such good
friends and they were callingeach other with ideas and it was
(01:06):
just the best and I think thatcamaraderie is really like key
for this and they're not in thesame area or anything, but they
were bouncing ideas off of eachother and just wow, just to see
them like flourish, likeRodney's out there getting it
and it's just the cutest thing.
And tagging Dennis too, likeDennis has so much experience.
But and he was like schoolingme and I was schooling him back
(01:30):
and Annette was schooling himback and it was just like wow,
you know like, and he was likeyou know, I love when they're
accepting of what we have to say, even though he's probably been
doing it forever in a day,right, and so have we.
But he, anyone who's takes in,even though they've been doing
it, and they take in what, whatwe're saying.
I think that that's so awesome.
Sorry, my little thing justfell off my my camera, but yeah,
(01:54):
I think it's.
It's awesome to see that too.
Speaker 3 (01:57):
Yeah.
Speaker 2 (01:58):
Accountability, all of that.
Speaker 3 (01:59):
I love the small groups too, because I think even
salespeople, they're supposedto be outgoing and comfortable
in their own skin and all thethings.
I've been in sales for a longtime and you're not.
You're just not always outthere and comfortable in your
own skin, and so I think thesmall group provides a very
trusting environment and theywill eventually.
It takes a couple of weeks, I'dsay they will eventually share
(02:23):
the most embarrassing thing.
Or when I walked in, I justdidn't feel like they were going
to let me in the building, andthen they did and I was so
surprised like they will shareanything and everything.
And that's how you learn.
If you're in a huge group, youjust don't get that, you just
don't get to be yourself, and ifyou're not yourself, you're
(02:44):
just not learning what you couldbe learning.
I also like that it lasts for12 weeks because it takes longer
.
I have trained so manysalespeople and it does take
that long because they have tolearn what to do, completely
understand it, go, do it andhave some fails, have some
successes and come back and havesomebody to say to talk to
(03:08):
about it.
Like I went in and she rolledher eyes, or I went in and she
told me she's working with othercompanies and she didn't need
to talk to me.
And, like so many, you can'teven in one sitting prepare them
for all the things that couldgo down, because you don't know,
there's always something new,something different that happens
, happens, you know.
So I think being able to learnit, leave, try it and come back
(03:33):
12 times is huge, but it'sthere's.
There's just no replacement forthat.
It's absolutely necessary toreally feel comfortable enough
to go do it without any safetynet, eventually, right right,
right, right there.
Speaker 4 (03:50):
Okay, so I love having the small groups.
I think you know it's reallyinteresting.
Sometimes we have class membersthat are so experienced, like
Lisa mentioned, you know theywere schooling us.
Some are brand new, never beenmarketing, and know they're they
were schooling us.
Some are brand new, never beenmarketing, and it's just really
good to have everybody togetherbecause they're able to share,
(04:11):
they help each other and we andI think by having the small
groups, it's really a verypersonal training where we get
to know each other each week andhelp everybody.
They have time to ask questions.
I just, I have a class todaythat somebody, just they have an
obstacle, they're, you know,having issues with going into a
(04:33):
sniff, and I said, you know,let's save that for class.
I'm going to talk to a class sowe could, all you know, talk
about it together.
And I just, like Dawn said, the12 weeks, each week everybody
comes back and they're growingand they're answering questions
and by week 12, it's just sogreat to see how everybody has
blossomed and that they have,you know, they've, they have
(04:55):
referrals, they've receivedprivate pay clients, um, they've
got past the gatekeeper, um,they've had lunch and learns.
So I just, it's just a reallygreat opportunity for everybody
to get together and get to knoweach other and, like Lisa said,
too, we have people that havebecome friends and shared their
phone numbers and emails and youknow they're continuing on with
(05:16):
their journey and they learnedthem.
Speaker 1 (05:19):
They met them at our sales training and how, how, how
long do you think in the 12weeks of training, how long does
it take for someone, generallyspeaking, either to get a lunch
and learn established or to geta referral?
What do those timelines looklike?
Speaker 3 (05:38):
Well, I can tell you at the six week mark if it
hasn't happened.
We're freaking out, right, weare freaking out.
We're having a powwow.
The three of us talk, sit andlike so-and-so is struggling,
I'm not sure what's going on andwe freak out.
And so if by week six, which isthe halfway point, a lunch and
(05:58):
learn isn't scheduled or they'renot getting referrals, we will
figure it out and Annette meetswith them privately to discuss
it.
You know, usually it's becausewe have a one through seven list
have you done the one throughseven?
And usually they haven't doneone through seven and several of
the one through sevens have notbeen done, and so there's
(06:21):
that's usually the reason.
But even if it's not, I knowAnnette, you meet with them
privately outside of class tohelp them.
You know, and sometimes it'sjust like I.
You know they'll say like Ilistened to everything you said
and I know it'll work.
I just don't know if I can doit.
You know, they're just not, andwe have to tell them.
You got to go, you got to do it.
(06:42):
And so maybe you pick a smallerskilled nursing facility or
maybe you start in assistedliving or somewhere where there
are more open arms.
Come on in, we'd love to talkto you.
You know you start there tobuild your confidence and then
go to the higher, the harderones, right?
I don't, annette.
What are those conversationslike for you, because I've had
several of them with my ownprivate.
(07:03):
You know people that I'vetrained, you know at work, but
how are those conversations?
Speaker 2 (07:07):
going for you.
Speaker 4 (07:08):
Yeah, so I think definitely by week six.
I mean sometimes we have byweek four.
And you know I try to remindthem every week.
You know if you're doing.
You know we try to hold themaccountable.
We give them little homework.
You know it's nothing too hard,hard because we know they're
busy and they're working in thecrazy home care world.
So we know what.
Sometimes you know we're notgiving them too much but we're
(07:29):
giving them enough that theyneed to get out there and at
least try to.
You know.
You know, get past thatgatekeeper, I do.
You know, many times you knowpeople are struggling class
members and I'll meet with themprivately Many times.
You know people are strugglingclass members and I'll meet with
them privately and sometimes itjust takes a little pep talk
and then I'll get a text fromthem the next day and they'll
say thank you so much for thatpep talk.
(07:51):
My meeting went great.
I did wonderful.
Speaker 3 (07:56):
So they just need encouragement.
Speaker 4 (07:58):
Sometimes you know that's really it and I think you
know that's the nice thingabout having the small classes.
I'm able to reach out to eachof the class members and have
private conversations, phonecalls.
You know we do that often andI'm happy to do that, and I
always let them know I'm here tohelp you.
So give me a call if you'restruggling with anything, let me
know.
Speaker 1 (08:18):
That's great and I do see the messages sometimes in
the CRM going back and forth.
You know the texting and andthings like that, and so I know
that these folks really rely onyou guys to help them to answer
their questions.
Sometimes it's an odd hour, notin the middle of the night, but
I mean, you know, sometimes Isee stuff come through at the
(08:38):
end of my day or at the veryright in the morning.
I can see.
So I know that they really do.
You guys really do, not justduring class but during the
course of the week, are reachingout to people and finding out
how they're doing.
I can see all that and I thinkthat really makes them feel good
and they trust you that theycan reach out to you and get
(09:02):
some help or answers or a peptalk or whatever it is that they
might need.
What about?
Let's talk about the handouts.
So we created, when Dawncreated this, the whole
curriculum.
She also has leave-behinds thatshe created that have different
messages or like a dischargepackage or what happens when
(09:24):
people get home from the sniff,or you know the cost of care,
things like that.
Do you find that people areusing those?
Speaker 3 (09:33):
Yes, I think that in the beginning they look at them
and they think, oh, these aregreat.
And you know, as we've beengetting from class to class and
probably even just the firstclass, you know, if they weren't
getting the referral, or wecould just tell that they
weren't maybe using them, wewould have the conversation Well
(09:54):
, did you go out with what wetold you to to the SNF?
Because we know this is goingto get you past the gatekeeper.
Oh no, I just brought mybrochure and we're like no, no,
no, no, no, no.
You have to use what we'retelling you to use.
And so now Annette has made thata homework assignment, the very
first one that is almostguaranteed to get you into the
(10:15):
SNFs to talk to the right personin the skilled nursing facility
.
It's worked for me for yearsand years and years.
And so now we make it ahomework assignment to get that
created and they send it toAnnette and all it is is they're
putting their logo on it andtheir phone number.
That's it.
It's a very simple thing, but Ithink some people feel
challenged by that um doing that.
(10:36):
And so Annette is also in classshowing them how to get your
phone number and your logo onthis, this, this leave behind so
that you can go in with it andbe successful.
And how's it?
You've changed that now and howis that going?
Is that better now?
Speaker 4 (10:53):
You know, finishing the video sales training.
We make customized leavebehinds for everybody, so I've
been encouraging.
You know, some of the classmembers aren't able to watch the
videos before they start class,so I really try to keep up with
everybody and check have youbeen watching them?
Make sure you, you know, finishthe videos, because we're going
to make these customizedleave-behinds for you and I.
(11:14):
People are using them.
They love them.
I do think now that I'm usingit as a homework assignment for
everybody to use the dischargepackage.
They have been using it.
We do keep.
I keep trying to remindeverybody that, like Dawn had
said, you know you can't justbring your brochure.
This is going to get you in.
This is different.
We want you to be differentfrom every other home care
(11:35):
agency that's just dropping offa brochure and a pen.
You have a discharge package.
You have a special package for,you know, assisted living,
memory care, hospice.
We have leave-behinds for everyreferral source.
So it's been very helpful andthey've been using them and have
had success.
Speaker 1 (11:54):
Yeah.
Speaker 4 (11:54):
Awesome, that's great .
Speaker 1 (11:56):
Well, I'm glad that you made that a homework
assignment because I think ithelps people understand you're
not you're you're telling.
You're giving them the wholerecipe.
They need to go out and use it.
Let's have a little bit aboutafter training is over continuum
sales mastery circle.
(12:16):
So one of the things that weoffer and we do this every other
Friday one of the things thatwe offer and we do this every
other Friday pretty much isongoing support.
That is in a less structuredway.
It's you know you can attendany every other Friday meeting
and it's a larger group.
(12:37):
So let's talk about continuemastery circle and I know you
guys work really hard to makesure you either have a guest
speaker or a great topic topresent that continues that
sales training and thatenthusiasm and that you know,
pep talk long after salestraining is over.
(12:57):
So how you know, how importantis it or how do you feel about
people attending Continuum SalesMastery after training is over?
Speaker 3 (13:08):
I think it's so important because, as Annette
said, you know, and we've allbeen saying, the brochure is not
enough.
You can bring it.
You know, of course they needit, but that isn't making you
different In this market.
It's not completely saturated,but there are areas I'm in
Arizona oh my, is it saturated.
We probably have close to athousand home care agencies
(13:30):
really, and so you know you dowalk in and they say I'm working
with Tim, I don't need to talkto you.
Yes, they do.
You have to differentiateyourself.
How are you going to do that?
And it's not just once.
It's almost like being at arestaurant and they have to redo
the menu monthly.
Right, reinvent yourself everysingle month to keep people
coming.
(13:50):
So in Mastery, not only are wegiving you ideas to reinvent
yourself, we're actuallycreating the leave-behinds for
you to reinvent yourself.
Every single month.
Lisa makes three to fourleave-behinds for you.
You got to go back every eightto 10 days.
You can't go back with the samething every eight to 10 days
(14:11):
and you're not going to get aface-to-face every time.
You shouldn't expect one.
You have to leave somethingbehind and we create those for
you.
There's no thinking God, when Idid this, I would have.
I would have done anything tosomething like this, where
they're coming up with the ideasand you do need a face-to-face
once a month.
Lisa's even making a leavebehind, that's guaranteed to get
them to come out of theiroffice and see your face,
(14:34):
because they need that toremember who you are and what
you do and why you're different.
Oh, that's her, that's right.
That's the one I want to referto.
That's what they think whenthey see you.
So if you're coming to mastery,you're getting educated every
you know we, twice a month we'reeducating about something.
We have guest speakers.
We teach you about everythingin home care.
(14:54):
I mean, it's not as involved asour sales training, obviously,
but after sales training youneed this to keep it going.
You've got to have somethingnew every month, two or three
things every single month tomake you stand out, to make you
be different, to keep yourrelationship more as a
partnership than a referral.
(15:16):
So like a source, like they seeyou as a home care source,
that's not bad, but if you'retheir partner, that's so much
better.
And these leave behinds andcoming and it keeps you
motivated.
I mean I just can't say enough.
We would spend where I worked awhole entire hour, maybe two
hours a month, trying to figureout what are we doing this month
(15:37):
or what we were always a couplemonths ahead.
But what are we doing?
And then we'd figure it outOkay, well, what does that look
like and who's going to make it,and then it's just a lot.
It's all done, and so I justcan't say enough about everybody
should be going to masterywho's in home care.
But if you've been to the salestraining, you need ongoing, you
need the ongoing informationand training I would say.
Speaker 2 (16:01):
Yeah, I think it's so important too because it just
reinforces all of that in thesales training as well as just
what you should be doing out inthe field all the time, and it
gives you literally, like in anice little almost package of
you know, your three months outof what you can be using to go
out and talk to those people.
You need to talk to thosepartners or to make them
(16:22):
partners, and it's not justleave behinds but, like you said
, there's we're creating atleast one to get in front of
someone, like we have tocoordinate something, there's a
need to talk to that socialworker at that sniff or there's,
you know.
And then the others are.
Some of them are fun, some ofthem are corny, but that's good.
(16:48):
People need to see your heartout there too and see that
you're a real live person andsee your authentic you Right.
So I love that we have the, youknow, at least three months out
with a different leave behindsand then again reinforcing and
they have us right there inalmost the flesh to ask
questions, you know, and to kindof lead the next mastery.
If they wish, they could ask usanything and we could create a
whole presentation on that ifit's something like that.
But yeah, I really love whereit's going from where it started
(17:12):
to where it's evolving and justagain reinforcing what people
should be doing out there ifthey wanna get that 90% referral
business, you know, like 90% ofyour business should be those
referrals, those partners.
Speaker 3 (17:25):
I think, too, what we also do in mastery that is
really helpful is we stay on thetimeline of like the year.
So I know we all know if you'vebeen in home care for a long
time, we know it's going to slowdown in December.
It just we have, you know,seniors die in December.
I'm not sure what it is or whyit is, but I've seen it for
close to 20 years.
It happens.
We know this is coming, happens, we know this is coming.
(17:53):
And so in October, thebeginning of this month, we
talked about how to pad rightnow your billing so that when
December hits it doesn't hurt.
I don't can't tell you how manyyears in a row I missed my
annual goal because of December.
It's painful, messed it up forme because I'm going along every
month.
We're doing this, we're growing, we're growing, growing.
December comes, boom, crash andI don't hit my annual goal of
(18:14):
billing.
And so we in October startpadding, we start telling you
how to pad, what to do, so thatwhen December hits it doesn't
hurt as much.
We know, around springtime thecaregivers quit applying.
The ones you have don't want towork.
So we're going to address thatin January, before it happens,
so you have enough caregivers toget you through.
(18:34):
So it's not just the leavebehind, it's not just the
education.
We're also keeping you on thatannual timeline and preparing
you for things that are comingthat you may not even know might
be coming yet.
So there's also that piece of itin mastery circle as well that
I think would really have beenhelpful for me years ago, when
(18:54):
you know, when I didn't know toexpect that, and I meet with
these ladies.
You know we're all fromdifferent parts of the country
and it's the same.
It's the same.
We've been doing the exact samething for close to 20 years and
we've all been reallysuccessful.
And we had the same Decemberlet down, the same caregiver
thing in April, like it's thesame across the country.
So to me, that brought me some.
(19:16):
It's frustrating, but itbrought me some comfort to know
that it's been going oneverywhere.
This is the way it works, thisis how home care works, and if
you want to be successful, youneed to do xyz and we'll give
you the XYZ.
Speaker 2 (19:34):
And that too is what I love about mastery is that we
have all these experiences right, because in home care you wear
all sorts of hats and you knowwe keep the top of the topic.
Yeah, it's heavy on the salesand marketing, but there's also
operations.
There's also, you know, likethe priority list.
I feel like that's prettypretty operations Like how do I
take the calls, what do I do,what are the intakes, how do I,
how do I answer the phone?
You know those types of thingsas well as caregiver slowdown,
(19:56):
caregiver hiring, retention,recruitment.
So I like that we touch alltopics that have to do with home
care period.
Speaker 3 (20:01):
KPIs.
We can't forget the KPIs, KPIs,All departments.
I know many people just hatethat stuff.
I don't know, I'm fascinated byit, but you're more fascinated
when you hit your numbers, Iguess.
So you know like it's not funto have KPIs if you're not
hitting your numbers, but we canhelp you get there.
Speaker 4 (20:20):
I do want to say too many of the class members attend
the mastery while attending,because it's free when they're
in sales training and when the12 weeks is up, you know they
ask me you know how much longeram I going to be in this?
I'm like you have one, you know, two weeks after they I'm going
to ask my boss.
I want to continue.
I mean, they, many of them,want to continue on because it's
(20:41):
keeping them being motivated.
We're still giving them theleave behinds, so it's, I think
it's a great, you know,continuation of the sales
training and many, many of thesales, the people attending the
classes, are continuing on and,like I said, they're asking
their bosses and you know so.
Speaker 3 (21:02):
Yeah, cause they're.
They're thinking, oh my God,it's going to end, yeah, and you
know the 12 weeks they I thinkthey realize you know but coming
to mastery for free during that12 weeks they see like the
value and how much it's helpingthem even outside of sales
training.
They're even getting more inmastery and when they start
(21:22):
thinking, ok, I'm at week 10,what's going to happen, I think
that's when they start.
They start now Like, ok, youknow, am I ready to fly out of
this nest all by myself?
You don't really have tocompletely if you're staying in
mastery.
So that part and they'reconnected with us that way too.
You know they can send us aquick text.
They can they get to stayconnected.
(21:43):
We also have our forum.
It's our mastery circle forumwhere they can go in.
It's an app on your cell phone.
You can see what other peopleare doing.
You can ask questions in there.
The forum has been really,really helpful.
People ask some really goodquestions.
They give us topics for masteryand just some of the questions
(22:04):
they ask are really thoughtfuland really help everybody else
in mastery.
So you are forever connected tothis, this group here on the
screen, but also peoplenationwide that are going
through some of the same things.
It's.
It's funny when, when I wouldtrain somebody just in, you know
, when I was in home care, theywould say, oh my gosh, the worst
thing ever happened to me.
(22:25):
And they would tell me like, oh, that happens all the time and
so that, or I've been to thissniff six times and I haven't
gotten in yet.
Oh, that's normal, like I justthink, knowing that those things
are normal and other peoplehave gone through it and they've
had the exact same experienceor maybe even worse than you,
and they still stood up, dustedthemselves off and went right
back in there again because youhave to, and knowing that it's
(22:48):
possible to bounce back fromthat, I mean you don't know that
unless you have this communitysurrounding you and supporting
you and hearing that in mastery,in forum, in sales training,
you know you need that to giveyou the confidence to keep going
, because it can be hard and ifyou're having a rough day, I've
always told my people go to asenior center, go, hang out, go
(23:10):
sign a client like, go, go beback into the purpose of why
you're doing this in the firstplace.
That always rejuvenates you.
Go visit one of our 24 hourclients.
Go hang out with them, go sitwith them for a while.
Get back to the why.
You know everyone in thisindustry.
If you're going to survive inthis industry, there has to be a
passion, that your heart has tobe involved, because it's too
(23:32):
hard, it's way too hard to stayIf you don't have a true calling
, a true passion for thisindustry.
So if you're feelingdisconnected, you're having a
hard time, you get up on Mondayand like I just can't do it.
I can't be the cheerleadertoday.
I can't go sit in a snap andget turned down, turned away,
cbi role, whatever it is.
Today I just don't have it.
Go visit a 24 hour client.
(23:54):
Go sit with them.
Go, go, reconnect, go toassisted living and, you know,
go, go do a craft with somebody,with the people in assisted
living.
You know, get permission.
Of course you can't just go sitin there.
Go reconnect.
Speaker 1 (24:09):
I'm here.
Yeah, right, I have done thatIs there any bingo going on?
Speaker 3 (24:12):
Anything happening.
Dave, Can I help serve meals?
Like because I just needed thatpump up.
I needed to get back into theheart, I needed to get my heart
involved again.
I think it disconnectssometimes and you've got to get
it plug it back in to getmotivated again.
So we teach that all the things.
Speaker 2 (24:29):
Go somewhere that you get some love for sure.
Yes, a love is important.
Speaker 1 (24:36):
And so let's talk about the marrying of online
marketing with the in-personmarketing.
So I see lots of posts from ourclients that have exactly what
you told them to do in theirpictures.
We have a few that are veryregular about posting their
(25:01):
leave behinds, their pictures,what they're doing, and that's
great.
They should be doing that.
Everyone should be doing thaton LinkedIn, facebook, and they
hold up their leave behind orthey have a little picture of
what they're doing today andthat just warms my heart that
it's not just we're, not justy'all aren't just talking out of
(25:22):
your head You're, you're injust it's not going into the
ether and never happening.
These people really are takingthis seriously and they really
are making a difference fortheir home care agency.
We have a few that areabsolutely killing it and they
use a lot of the stuff that youguys and I know it's not all
about leave behinds, but comingback to that, having three
(25:45):
months in advance of what it isthat's coming and how to plan
ahead for it, because some ofthese projects are kind of
involved a little bit,especially for the holidays
around, like from Halloween allthe way through Christmas
there's a few things you can dothat really involve the
community, that really involve alot of different people.
(26:07):
They're not that hard to puttogether but they really are a
very much a community orientedtype of leave behind and I think
that's amazing and so havingthree months in advance warning
of what this is.
But it makes a huge differenceand Dawn has put together a
couple of things that people askyou for every single year.
(26:29):
When you were doing this.
Speaker 3 (26:31):
Well, and that's not.
That's not an accident becauseonce I realized, okay, this is
going to happen every December,right, it's going to drop every
December, I need something topad.
So it's not an accident thatOctober, november, december is
chock full of things that aregoing to show your heart.
Bring people out to see youbegging you every August, where
(26:53):
I'm going to get to do thatagain.
Right, don't forget me.
In October, november, december,I want to be a part of this.
Please don't forget the socialworkers texting you and begging
you to please come by and makesure they're a part of it again
this year because it was sosuccessful.
So that's not an accident.
I didn't want.
I needed to pad, and that'swhat we help you with in mastery
(27:14):
.
And as far as marrying theonline and the feet on the
ground, the in-person absolutelyhas to happen.
We're in 2024.
And I have to say, of allindustries, home care is a
little behind on the onlinestuff.
It just is.
Websites are hokey.
We, you know they're notposting online.
You might see a post, gosh, youknow, you get on some home care
(27:38):
Facebooks and it's been threeyears since there was a post, or
there's no blog.
There's no blog on site for twoor three years.
It looks terrible.
People, it looks terrible.
You have to come in to 2024.
You have to.
You just have to bite thebullet and do it, and marrying
the two is so important.
The social workers see your face.
(28:00):
They introduce you to an adultchild who's going to check you
out.
I've had social workers say tome you're great, you're nice,
your brochure is good.
What does your website looklike?
If I refer another company thatdoesn't have a website or it's
a landing page, the adultchildren come back and say who
(28:20):
is this company?
Did you look at their website?
They don't want that to comeback on them.
It's the full package.
You've got to be doing it all.
The adult children are online.
They're looking at your website.
They need to see you'reinvolved in the community where
their parents live.
They get on your Facebook.
If you're doing it, you're, youknow, participating in a blood
drive.
You're walking in theAlzheimer's walk.
(28:40):
You're doing, you know bringingpoinsettias to your clients at
Christmas time.
Whatever it is, it all needs tobe documented.
It shows your heart and soul ofthe company.
It needs to be on your website.
It needs to be on your socialmedia.
It's not enough anymore to justbe doing it in person.
It's just not.
(29:01):
You have to marry your feet onthe ground, your sales to what
you're doing online, becauseit's two different audiences.
Your social workers see you inperson, they see the lead behind
.
They see you on LinkedIn andthe adult children are seeing
you everywhere else.
And you've got to have anup-to-date website and if it's
not working fast and it doesn'thave the right words, google's
(29:24):
not going to rank you anyway.
So so what's the point?
Like, you've got to update,you've got to stay with the
times.
And it's frustrating for mebecause healthcare seems to be
lacking more than any industrythat I've that I've ever looked
at.
It seems to be that home careis really, really lacking in
that area.
So let's, let's get it going.
Speaker 2 (29:45):
It's interesting too, because I tell people well, you
have this, you took care ofyour location or your office
location.
You made it pretty, you paintedit up.
People know how to get there,right, but no one's coming here
anyways, except for caregivers,like you know.
Your caregivers are coming here, but not your, your clients,
unless you're having, like anopen house.
You should do the same withyour website.
You need to pretty it up.
People need to know directions,how to get there.
(30:06):
People need to.
You know, and that's keywordsand locations and all of that.
So you want to pretty up youronline, just like you did your
your.
You know pink paint and yourlogo on your wall and all of
that.
You want to do the same foryour, for your website and your
Google business profile and allof your social channels that are
connected.
That's really important.
Speaker 3 (30:25):
I've never I've never thought about it like that, but
that's true, because it is youroffice location online.
It is the way your buildinglooks.
If a caregiver walked in toyour building and you want them
to work for you and you needcaregivers, right, you can't do
this business without them andit's grungy and dark, it smells
funky and, yeah, you would never, ever allow that.
(30:46):
And yeah, you would never, everallow that.
And your online presence,that's your office space for
those adult, children and socialworkers and anybody else doing
your search.
And so the website has to lookprofessional and look good and,
as far as Google's concerned,you have to have the right
keywords and content on thewebsite or you're not going to
(31:08):
rank.
So you have to be taking careof all of it.
It's, it's not a oh, my officeis great.
I have a Facebook page, I'mdone.
It's just.
It just doesn't work that wayanymore.
It just does.
Speaker 2 (31:23):
Like if you bought a, bought an office in the middle
of nowhere and you made itbeautiful but no one knows it's
there.
They don't know how to getthere.
They don't know the name youthere.
They don't know how to getthere.
They don't know the name.
You know it's just sittingthere and it's wasted space.
So if you take care of it andyou have the right, you know SEO
and and everything that's builtin, then you're, you're sitting
pretty and people find you andthey see how beautiful your
website is and it's informativeand it makes sense, it's
relevant, you know.
(31:44):
Then you're sitting pretty.
Speaker 1 (31:47):
Absolutely.
I always say you say, you know.
Speaker 4 (31:50):
They say you should not judge a book by its cover,
but everybody does we do they dofirst first impression is an
important one yeah, regardingthe leave-behinds, I actually
just got a text from a past umclass member that sent me what
she's doing for Halloween.
I have to say Lisa is socreative in these leave-behinds
(32:12):
and everybody gets just soexcited because it gives them
motivation to get out there and,you know, do a pumpkin
decorating contest, drop off ayou know snappy discharges.
People are posting what they'redoing on LinkedIn and Facebook
and the referral sources areexcited because they're seeing
(32:34):
something creative and somethingdifferent than just that
brochure.
So the leave-behinds are justso important and I've had many
of the class members tell me Inever did this before, I never
left anything fun or, you know,holiday related, and they're
having success.
So it really does work.
Speaker 3 (32:53):
And if you're afraid to take, like this, next move
because you don't know what, youdon't know, right?
I mean that that is a scarypart about.
Okay, yeah, my website'sprobably cheesy.
Speaker 2 (33:04):
It's been five years or three years or whatever, but
I don't know what to do and Iknow we all know we've been in
home care for years.
Speaker 3 (33:09):
but I don't know what to do and I know we all know
we've been in home care foryears.
You don't have time to thinkabout your website, you don't
have time to invest in socialmedia and all that.
But that's why we're here,because you don't have the time.
And what's different about usis we have people that have been
I like to call it in thetrenches of home care.
I know that may be not a niceway to say, but that's what it
feels.
You are in the trenches, likeMondays and Fridays especially.
(33:31):
You're just burning at bothends and you don't have time to
do this.
You just need to make the call.
We'll do it.
There's nothing for you to do,right?
I mean, you just need to.
You need to take the stepthough.
You got to make the call.
You got to reach out becauseit's hurting your business,
because if one, if somebody hasyour web address because of a
(33:52):
social worker, your brochurethey look you up in.
The website doesn't look modernand professional and all the
things that's not good to.
If you're not ranking, you'renot going to show up.
Anyway, when someone does asearch in your area, someone's
gonna even see it.
So it's time.
This is your, this is your, ifyou've been thinking about it
and it bothers you a little bit.
(34:14):
Or you've hired a new, a newmarketer, and they're going.
Oh man, you know I can go outand do all of this, but that
website like I, the marketerscall me.
Can you call my owner, please,and talk to them about the
website?
How am I supposed to sell whenthis is what they see when they
get online?
Can you please help me?
Like we get these calls all thetime.
(34:34):
So if you're waiting for a sign, here it is.
This is your sign.
It's time.
Speaker 2 (34:38):
And it does help support that infield marketing
person as well.
It does, it does your.
Speaker 3 (34:44):
Facebook your link make it easier for them.
Right Like.
Make it easier.
You're paying them.
They're you know they're notcheap.
You're paying them.
Make it easier for them.
It's already a difficult job.
At least the website, theranking, the social media going
for them.
It is going to help them dotheir job better, absolutely.
Speaker 1 (35:05):
I totally agree.
I totally agree Don't invest.
If you're going to invest insomeone who's out in the field,
then you need to also invest onhow the rest of your and it is
an investment in the look andthe quality of your online
presence love with you andyou're great and you're
(35:26):
professional.
Speaker 3 (35:26):
And they get to your website and they're thinking how
did they even get this marketer?
You know how did they land thisperson?
Because she's so good and she'sso professional.
And then they get on yourwebsite and they're like this
doesn't add up.
So yeah, help them.
You've got.
If you've got, you know youwant to go to the next level and
you've hired that person that'sgoing to make you look good in
(35:47):
the field.
No-transcript.
so how's it been going?
How?
How is sales training going?
We do small groups.
Tell me about your, yourthoughts and your feelings on
how sales training has beengoing.
You've been through a lot ofgroups and a lot of people, but
they're small groups.
So how's it?
Speaker 2 (00:23):
going.
I love the fact that they'resmall groups and that they're
actually sharing informationoffline too and they're keeping
each other's information.
They're really becoming, youknow, like a team, like they're.
They're kind of each other's,almost like their, their
confidence.
They help with that confidenceright, just being helping them
(00:44):
with accountability, just beingthere for them.
I know that we startedencouraging, like you guys, keep
each other's info, go onLinkedIn, like each other, get
each other's numbers.
One of our groups in particularRodney, tag and Dennis this was
the last one.
Last week they graduated.
They were just so impressiveand they became such good
friends and they were callingeach other with ideas and it was
(01:06):
just the best and I think thatcamaraderie is really like key
for this and they're not in thesame area or anything, but they
were bouncing ideas off of eachother and just wow, just to see
them like flourish, likeRodney's out there getting it
and it's just the cutest thing.
And tagging Dennis too, likeDennis has so much experience.
But and he was like schoolingme and I was schooling him back
(01:30):
and Annette was schooling himback and it was just like wow,
you know like, and he was likeyou know, I love when they're
accepting of what we have to say, even though he's probably been
doing it forever in a day,right, and so have we.
But he, anyone who's takes in,even though they've been doing
it, and they take in what, whatwe're saying.
I think that that's so awesome.
Sorry, my little thing justfell off my my camera, but yeah,
(01:54):
I think it's.
It's awesome to see that too.
Speaker 3 (01:57):
Yeah.
Speaker 2 (01:58):
Accountability, all of that.
Speaker 3 (01:59):
I love the small groups too, because I think even
salespeople, they're supposedto be outgoing and comfortable
in their own skin and all thethings.
I've been in sales for a longtime and you're not.
You're just not always outthere and comfortable in your
own skin, and so I think thesmall group provides a very
trusting environment and theywill eventually.
It takes a couple of weeks, I'dsay they will eventually share
(02:23):
the most embarrassing thing.
Or when I walked in, I justdidn't feel like they were going
to let me in the building, andthen they did and I was so
surprised like they will shareanything and everything.
And that's how you learn.
If you're in a huge group, youjust don't get that, you just
don't get to be yourself, and ifyou're not yourself, you're
(02:44):
just not learning what you couldbe learning.
I also like that it lasts for12 weeks because it takes longer
.
I have trained so manysalespeople and it does take
that long because they have tolearn what to do, completely
understand it, go, do it andhave some fails, have some
successes and come back and havesomebody to say to talk to
(03:08):
about it.
Like I went in and she rolledher eyes, or I went in and she
told me she's working with othercompanies and she didn't need
to talk to me.
And, like so many, you can'teven in one sitting prepare them
for all the things that couldgo down, because you don't know,
there's always something new,something different that happens
, happens, you know.
So I think being able to learnit, leave, try it and come back
(03:33):
12 times is huge, but it'sthere's.
There's just no replacement forthat.
It's absolutely necessary toreally feel comfortable enough
to go do it without any safetynet, eventually, right right,
right, right there.
Speaker 4 (03:50):
Okay, so I love having the small groups.
I think you know it's reallyinteresting.
Sometimes we have class membersthat are so experienced, like
Lisa mentioned, you know theywere schooling us.
Some are brand new, never beenmarketing, and know they're they
were schooling us.
Some are brand new, never beenmarketing, and it's just really
good to have everybody togetherbecause they're able to share,
(04:11):
they help each other and we andI think by having the small
groups, it's really a verypersonal training where we get
to know each other each week andhelp everybody.
They have time to ask questions.
I just, I have a class todaythat somebody, just they have an
obstacle, they're, you know,having issues with going into a
(04:33):
sniff, and I said, you know,let's save that for class.
I'm going to talk to a class sowe could, all you know, talk
about it together.
And I just, like Dawn said, the12 weeks, each week everybody
comes back and they're growingand they're answering questions
and by week 12, it's just sogreat to see how everybody has
blossomed and that they have,you know, they've, they have
(04:55):
referrals, they've receivedprivate pay clients, um, they've
got past the gatekeeper, um,they've had lunch and learns.
So I just, it's just a reallygreat opportunity for everybody
to get together and get to knoweach other and, like Lisa said,
too, we have people that havebecome friends and shared their
phone numbers and emails and youknow they're continuing on with
(05:16):
their journey and they learnedthem.
Speaker 1 (05:19):
They met them at our sales training and how, how, how
long do you think in the 12weeks of training, how long does
it take for someone, generallyspeaking, either to get a lunch
and learn established or to geta referral?
What do those timelines looklike?
Speaker 3 (05:38):
Well, I can tell you at the six week mark if it
hasn't happened.
We're freaking out, right, weare freaking out.
We're having a powwow.
The three of us talk, sit andlike so-and-so is struggling,
I'm not sure what's going on andwe freak out.
And so if by week six, which isthe halfway point, a lunch and
(05:58):
learn isn't scheduled or they'renot getting referrals, we will
figure it out and Annette meetswith them privately to discuss
it.
You know, usually it's becausewe have a one through seven list
have you done the one throughseven?
And usually they haven't doneone through seven and several of
the one through sevens have notbeen done, and so there's
(06:21):
that's usually the reason.
But even if it's not, I knowAnnette, you meet with them
privately outside of class tohelp them.
You know, and sometimes it'sjust like I.
You know they'll say like Ilistened to everything you said
and I know it'll work.
I just don't know if I can doit.
You know, they're just not, andwe have to tell them.
You got to go, you got to do it.
(06:42):
And so maybe you pick a smallerskilled nursing facility or
maybe you start in assistedliving or somewhere where there
are more open arms.
Come on in, we'd love to talkto you.
You know you start there tobuild your confidence and then
go to the higher, the harderones, right?
I don't, annette.
What are those conversationslike for you, because I've had
several of them with my ownprivate.
(07:03):
You know people that I'vetrained, you know at work, but
how are those conversations?
Speaker 2 (07:07):
going for you.
Speaker 4 (07:08):
Yeah, so I think definitely by week six.
I mean sometimes we have byweek four.
And you know I try to remindthem every week.
You know if you're doing.
You know we try to hold themaccountable.
We give them little homework.
You know it's nothing too hard,hard because we know they're
busy and they're working in thecrazy home care world.
So we know what.
Sometimes you know we're notgiving them too much but we're
(07:29):
giving them enough that theyneed to get out there and at
least try to.
You know.
You know, get past thatgatekeeper, I do.
You know, many times you knowpeople are struggling class
members and I'll meet with themprivately Many times.
You know people are strugglingclass members and I'll meet with
them privately and sometimes itjust takes a little pep talk
and then I'll get a text fromthem the next day and they'll
say thank you so much for thatpep talk.
(07:51):
My meeting went great.
I did wonderful.
Speaker 3 (07:56):
So they just need encouragement.
Speaker 4 (07:58):
Sometimes you know that's really it and I think you
know that's the nice thingabout having the small classes.
I'm able to reach out to eachof the class members and have
private conversations, phonecalls.
You know we do that often andI'm happy to do that, and I
always let them know I'm here tohelp you.
So give me a call if you'restruggling with anything, let me
know.
Speaker 1 (08:18):
That's great and I do see the messages sometimes in
the CRM going back and forth.
You know the texting and andthings like that, and so I know
that these folks really rely onyou guys to help them to answer
their questions.
Sometimes it's an odd hour, notin the middle of the night, but
I mean, you know, sometimes Isee stuff come through at the
(08:38):
end of my day or at the veryright in the morning.
I can see.
So I know that they really do.
You guys really do, not justduring class but during the
course of the week, are reachingout to people and finding out
how they're doing.
I can see all that and I thinkthat really makes them feel good
and they trust you that theycan reach out to you and get
(09:02):
some help or answers or a peptalk or whatever it is that they
might need.
What about?
Let's talk about the handouts.
So we created, when Dawncreated this, the whole
curriculum.
She also has leave-behinds thatshe created that have different
messages or like a dischargepackage or what happens when
(09:24):
people get home from the sniff,or you know the cost of care,
things like that.
Do you find that people areusing those?
Speaker 3 (09:33):
Yes, I think that in the beginning they look at them
and they think, oh, these aregreat.
And you know, as we've beengetting from class to class and
probably even just the firstclass, you know, if they weren't
getting the referral, or wecould just tell that they
weren't maybe using them, wewould have the conversation Well
(09:54):
, did you go out with what wetold you to to the SNF?
Because we know this is goingto get you past the gatekeeper.
Oh no, I just brought mybrochure and we're like no, no,
no, no, no, no.
You have to use what we'retelling you to use.
And so now Annette has made thata homework assignment, the very
first one that is almostguaranteed to get you into the
(10:15):
SNFs to talk to the right personin the skilled nursing facility
.
It's worked for me for yearsand years and years.
And so now we make it ahomework assignment to get that
created and they send it toAnnette and all it is is they're
putting their logo on it andtheir phone number.
That's it.
It's a very simple thing, but Ithink some people feel
challenged by that um doing that.
(10:36):
And so Annette is also in classshowing them how to get your
phone number and your logo onthis, this, this leave behind so
that you can go in with it andbe successful.
And how's it?
You've changed that now and howis that going?
Is that better now?
Speaker 4 (10:53):
You know, finishing the video sales training.
We make customized leavebehinds for everybody, so I've
been encouraging.
You know, some of the classmembers aren't able to watch the
videos before they start class,so I really try to keep up with
everybody and check have youbeen watching them?
Make sure you, you know, finishthe videos, because we're going
to make these customizedleave-behinds for you and I.
(11:14):
People are using them.
They love them.
I do think now that I'm usingit as a homework assignment for
everybody to use the dischargepackage.
They have been using it.
We do keep.
I keep trying to remindeverybody that, like Dawn had
said, you know you can't justbring your brochure.
This is going to get you in.
This is different.
We want you to be differentfrom every other home care
(11:35):
agency that's just dropping offa brochure and a pen.
You have a discharge package.
You have a special package for,you know, assisted living,
memory care, hospice.
We have leave-behinds for everyreferral source.
So it's been very helpful andthey've been using them and have
had success.
Speaker 1 (11:54):
Yeah.
Speaker 4 (11:54):
Awesome, that's great .
Speaker 1 (11:56):
Well, I'm glad that you made that a homework
assignment because I think ithelps people understand you're
not you're you're telling.
You're giving them the wholerecipe.
They need to go out and use it.
Let's have a little bit aboutafter training is over continuum
sales mastery circle.
(12:16):
So one of the things that weoffer and we do this every other
Friday one of the things thatwe offer and we do this every
other Friday pretty much isongoing support.
That is in a less structuredway.
It's you know you can attendany every other Friday meeting
and it's a larger group.
(12:37):
So let's talk about continuemastery circle and I know you
guys work really hard to makesure you either have a guest
speaker or a great topic topresent that continues that
sales training and thatenthusiasm and that you know,
pep talk long after salestraining is over.
(12:57):
So how you know, how importantis it or how do you feel about
people attending Continuum SalesMastery after training is over?
Speaker 3 (13:08):
I think it's so important because, as Annette
said, you know, and we've allbeen saying, the brochure is not
enough.
You can bring it.
You know, of course they needit, but that isn't making you
different In this market.
It's not completely saturated,but there are areas I'm in
Arizona oh my, is it saturated.
We probably have close to athousand home care agencies
(13:30):
really, and so you know you dowalk in and they say I'm working
with Tim, I don't need to talkto you.
Yes, they do.
You have to differentiateyourself.
How are you going to do that?
And it's not just once.
It's almost like being at arestaurant and they have to redo
the menu monthly.
Right, reinvent yourself everysingle month to keep people
coming.
(13:50):
So in Mastery, not only are wegiving you ideas to reinvent
yourself, we're actuallycreating the leave-behinds for
you to reinvent yourself.
Every single month.
Lisa makes three to fourleave-behinds for you.
You got to go back every eightto 10 days.
You can't go back with the samething every eight to 10 days
(14:11):
and you're not going to get aface-to-face every time.
You shouldn't expect one.
You have to leave somethingbehind and we create those for
you.
There's no thinking God, when Idid this, I would have.
I would have done anything tosomething like this, where
they're coming up with the ideasand you do need a face-to-face
once a month.
Lisa's even making a leavebehind, that's guaranteed to get
them to come out of theiroffice and see your face,
(14:34):
because they need that toremember who you are and what
you do and why you're different.
Oh, that's her, that's right.
That's the one I want to referto.
That's what they think whenthey see you.
So if you're coming to mastery,you're getting educated every
you know we, twice a month we'reeducating about something.
We have guest speakers.
We teach you about everythingin home care.
(14:54):
I mean, it's not as involved asour sales training, obviously,
but after sales training youneed this to keep it going.
You've got to have somethingnew every month, two or three
things every single month tomake you stand out, to make you
be different, to keep yourrelationship more as a
partnership than a referral.
(15:16):
So like a source, like they seeyou as a home care source,
that's not bad, but if you'retheir partner, that's so much
better.
And these leave behinds andcoming and it keeps you
motivated.
I mean I just can't say enough.
We would spend where I worked awhole entire hour, maybe two
hours a month, trying to figureout what are we doing this month
(15:37):
or what we were always a couplemonths ahead.
But what are we doing?
And then we'd figure it outOkay, well, what does that look
like and who's going to make it,and then it's just a lot.
It's all done, and so I justcan't say enough about everybody
should be going to masterywho's in home care.
But if you've been to the salestraining, you need ongoing, you
need the ongoing informationand training I would say.
Speaker 2 (16:01):
Yeah, I think it's so important too because it just
reinforces all of that in thesales training as well as just
what you should be doing out inthe field all the time, and it
gives you literally, like in anice little almost package of
you know, your three months outof what you can be using to go
out and talk to those people.
You need to talk to thosepartners or to make them
(16:22):
partners, and it's not justleave behinds but, like you said
, there's we're creating atleast one to get in front of
someone, like we have tocoordinate something, there's a
need to talk to that socialworker at that sniff or there's,
you know.
And then the others are.
Some of them are fun, some ofthem are corny, but that's good.
(16:48):
People need to see your heartout there too and see that
you're a real live person andsee your authentic you Right.
So I love that we have the, youknow, at least three months out
with a different leave behindsand then again reinforcing and
they have us right there inalmost the flesh to ask
questions, you know, and to kindof lead the next mastery.
If they wish, they could ask usanything and we could create a
whole presentation on that ifit's something like that.
But yeah, I really love whereit's going from where it started
(17:12):
to where it's evolving and justagain reinforcing what people
should be doing out there ifthey wanna get that 90% referral
business, you know, like 90% ofyour business should be those
referrals, those partners.
Speaker 3 (17:25):
I think, too, what we also do in mastery that is
really helpful is we stay on thetimeline of like the year.
So I know we all know if you'vebeen in home care for a long
time, we know it's going to slowdown in December.
It just we have, you know,seniors die in December.
I'm not sure what it is or whyit is, but I've seen it for
close to 20 years.
It happens.
We know this is coming, happens, we know this is coming.
(17:53):
And so in October, thebeginning of this month, we
talked about how to pad rightnow your billing so that when
December hits it doesn't hurt.
I don't can't tell you how manyyears in a row I missed my
annual goal because of December.
It's painful, messed it up forme because I'm going along every
month.
We're doing this, we're growing, we're growing, growing.
December comes, boom, crash andI don't hit my annual goal of
(18:14):
billing.
And so we in October startpadding, we start telling you
how to pad, what to do, so thatwhen December hits it doesn't
hurt as much.
We know, around springtime thecaregivers quit applying.
The ones you have don't want towork.
So we're going to address thatin January, before it happens,
so you have enough caregivers toget you through.
(18:34):
So it's not just the leavebehind, it's not just the
education.
We're also keeping you on thatannual timeline and preparing
you for things that are comingthat you may not even know might
be coming yet.
So there's also that piece of itin mastery circle as well that
I think would really have beenhelpful for me years ago, when
(18:54):
you know, when I didn't know toexpect that, and I meet with
these ladies.
You know we're all fromdifferent parts of the country
and it's the same.
It's the same.
We've been doing the exact samething for close to 20 years and
we've all been reallysuccessful.
And we had the same Decemberlet down, the same caregiver
thing in April, like it's thesame across the country.
So to me, that brought me some.
(19:16):
It's frustrating, but itbrought me some comfort to know
that it's been going oneverywhere.
This is the way it works, thisis how home care works, and if
you want to be successful, youneed to do xyz and we'll give
you the XYZ.
Speaker 2 (19:34):
And that too is what I love about mastery is that we
have all these experiences right, because in home care you wear
all sorts of hats and you knowwe keep the top of the topic.
Yeah, it's heavy on the salesand marketing, but there's also
operations.
There's also, you know, likethe priority list.
I feel like that's prettypretty operations Like how do I
take the calls, what do I do,what are the intakes, how do I,
how do I answer the phone?
You know those types of thingsas well as caregiver slowdown,
(19:56):
caregiver hiring, retention,recruitment.
So I like that we touch alltopics that have to do with home
care period.
Speaker 3 (20:01):
KPIs.
We can't forget the KPIs, KPIs,All departments.
I know many people just hatethat stuff.
I don't know, I'm fascinated byit, but you're more fascinated
when you hit your numbers, Iguess.
So you know like it's not funto have KPIs if you're not
hitting your numbers, but we canhelp you get there.
Speaker 4 (20:20):
I do want to say too many of the class members attend
the mastery while attending,because it's free when they're
in sales training and when the12 weeks is up, you know they
ask me you know how much longeram I going to be in this?
I'm like you have one, you know, two weeks after they I'm going
to ask my boss.
I want to continue.
I mean, they, many of them,want to continue on because it's
(20:41):
keeping them being motivated.
We're still giving them theleave behinds, so it's, I think
it's a great, you know,continuation of the sales
training and many, many of thesales, the people attending the
classes, are continuing on and,like I said, they're asking
their bosses and you know so.
Speaker 3 (21:02):
Yeah, cause they're.
They're thinking, oh my God,it's going to end, yeah, and you
know the 12 weeks they I thinkthey realize you know but coming
to mastery for free during that12 weeks they see like the
value and how much it's helpingthem even outside of sales
training.
They're even getting more inmastery and when they start
(21:22):
thinking, ok, I'm at week 10,what's going to happen, I think
that's when they start.
They start now Like, ok, youknow, am I ready to fly out of
this nest all by myself?
You don't really have tocompletely if you're staying in
mastery.
So that part and they'reconnected with us that way too.
You know they can send us aquick text.
They can they get to stayconnected.
(21:43):
We also have our forum.
It's our mastery circle forumwhere they can go in.
It's an app on your cell phone.
You can see what other peopleare doing.
You can ask questions in there.
The forum has been really,really helpful.
People ask some really goodquestions.
They give us topics for masteryand just some of the questions
(22:04):
they ask are really thoughtfuland really help everybody else
in mastery.
So you are forever connected tothis, this group here on the
screen, but also peoplenationwide that are going
through some of the same things.
It's.
It's funny when, when I wouldtrain somebody just in, you know
, when I was in home care, theywould say, oh my gosh, the worst
thing ever happened to me.
(22:25):
And they would tell me like, oh, that happens all the time and
so that, or I've been to thissniff six times and I haven't
gotten in yet.
Oh, that's normal, like I justthink, knowing that those things
are normal and other peoplehave gone through it and they've
had the exact same experienceor maybe even worse than you,
and they still stood up, dustedthemselves off and went right
back in there again because youhave to, and knowing that it's
(22:48):
possible to bounce back fromthat, I mean you don't know that
unless you have this communitysurrounding you and supporting
you and hearing that in mastery,in forum, in sales training,
you know you need that to giveyou the confidence to keep going
, because it can be hard and ifyou're having a rough day, I've
always told my people go to asenior center, go, hang out, go
(23:10):
sign a client like, go, go beback into the purpose of why
you're doing this in the firstplace.
That always rejuvenates you.
Go visit one of our 24 hourclients.
Go hang out with them, go sitwith them for a while.
Get back to the why.
You know everyone in thisindustry.
If you're going to survive inthis industry, there has to be a
passion, that your heart has tobe involved, because it's too
(23:32):
hard, it's way too hard to stayIf you don't have a true calling
, a true passion for thisindustry.
So if you're feelingdisconnected, you're having a
hard time, you get up on Mondayand like I just can't do it.
I can't be the cheerleadertoday.
I can't go sit in a snap andget turned down, turned away,
cbi role, whatever it is.
Today I just don't have it.
Go visit a 24 hour client.
(23:54):
Go sit with them.
Go, go, reconnect, go toassisted living and, you know,
go, go do a craft with somebody,with the people in assisted
living.
You know, get permission.
Of course you can't just go sitin there.
Go reconnect.
Speaker 1 (24:09):
I'm here.
Yeah, right, I have done thatIs there any bingo going on?
Speaker 3 (24:12):
Anything happening.
Dave, Can I help serve meals?
Like because I just needed thatpump up.
I needed to get back into theheart, I needed to get my heart
involved again.
I think it disconnectssometimes and you've got to get
it plug it back in to getmotivated again.
So we teach that all the things.
Speaker 2 (24:29):
Go somewhere that you get some love for sure.
Yes, a love is important.
Speaker 1 (24:36):
And so let's talk about the marrying of online
marketing with the in-personmarketing.
So I see lots of posts from ourclients that have exactly what
you told them to do in theirpictures.
We have a few that are veryregular about posting their
(25:01):
leave behinds, their pictures,what they're doing, and that's
great.
They should be doing that.
Everyone should be doing thaton LinkedIn, facebook, and they
hold up their leave behind orthey have a little picture of
what they're doing today andthat just warms my heart that
it's not just we're, not justy'all aren't just talking out of
(25:22):
your head You're, you're injust it's not going into the
ether and never happening.
These people really are takingthis seriously and they really
are making a difference fortheir home care agency.
We have a few that areabsolutely killing it and they
use a lot of the stuff that youguys and I know it's not all
about leave behinds, but comingback to that, having three
(25:45):
months in advance of what it isthat's coming and how to plan
ahead for it, because some ofthese projects are kind of
involved a little bit,especially for the holidays
around, like from Halloween allthe way through Christmas
there's a few things you can dothat really involve the
community, that really involve alot of different people.
(26:07):
They're not that hard to puttogether but they really are a
very much a community orientedtype of leave behind and I think
that's amazing and so havingthree months in advance warning
of what this is.
But it makes a huge differenceand Dawn has put together a
couple of things that people askyou for every single year.
(26:29):
When you were doing this.
Speaker 3 (26:31):
Well, and that's not.
That's not an accident becauseonce I realized, okay, this is
going to happen every December,right, it's going to drop every
December, I need something topad.
So it's not an accident thatOctober, november, december is
chock full of things that aregoing to show your heart.
Bring people out to see youbegging you every August, where
(26:53):
I'm going to get to do thatagain.
Right, don't forget me.
In October, november, december,I want to be a part of this.
Please don't forget the socialworkers texting you and begging
you to please come by and makesure they're a part of it again
this year because it was sosuccessful.
So that's not an accident.
I didn't want.
I needed to pad, and that'swhat we help you with in mastery
(27:14):
.
And as far as marrying theonline and the feet on the
ground, the in-person absolutelyhas to happen.
We're in 2024.
And I have to say, of allindustries, home care is a
little behind on the onlinestuff.
It just is.
Websites are hokey.
We, you know they're notposting online.
You might see a post, gosh, youknow, you get on some home care
(27:38):
Facebooks and it's been threeyears since there was a post, or
there's no blog.
There's no blog on site for twoor three years.
It looks terrible.
People, it looks terrible.
You have to come in to 2024.
You have to.
You just have to bite thebullet and do it, and marrying
the two is so important.
The social workers see your face.
(28:00):
They introduce you to an adultchild who's going to check you
out.
I've had social workers say tome you're great, you're nice,
your brochure is good.
What does your website looklike?
If I refer another company thatdoesn't have a website or it's
a landing page, the adultchildren come back and say who
(28:20):
is this company?
Did you look at their website?
They don't want that to comeback on them.
It's the full package.
You've got to be doing it all.
The adult children are online.
They're looking at your website.
They need to see you'reinvolved in the community where
their parents live.
They get on your Facebook.
If you're doing it, you're, youknow, participating in a blood
drive.
You're walking in theAlzheimer's walk.
(28:40):
You're doing, you know bringingpoinsettias to your clients at
Christmas time.
Whatever it is, it all needs tobe documented.
It shows your heart and soul ofthe company.
It needs to be on your website.
It needs to be on your socialmedia.
It's not enough anymore to justbe doing it in person.
It's just not.
(29:01):
You have to marry your feet onthe ground, your sales to what
you're doing online, becauseit's two different audiences.
Your social workers see you inperson, they see the lead behind
.
They see you on LinkedIn andthe adult children are seeing
you everywhere else.
And you've got to have anup-to-date website and if it's
not working fast and it doesn'thave the right words, google's
(29:24):
not going to rank you anyway.
So so what's the point?
Like, you've got to update,you've got to stay with the
times.
And it's frustrating for mebecause healthcare seems to be
lacking more than any industrythat I've that I've ever looked
at.
It seems to be that home careis really, really lacking in
that area.
So let's, let's get it going.
Speaker 2 (29:45):
It's interesting too, because I tell people well, you
have this, you took care ofyour location or your office
location.
You made it pretty, you paintedit up.
People know how to get there,right, but no one's coming here
anyways, except for caregivers,like you know.
Your caregivers are coming here, but not your, your clients,
unless you're having, like anopen house.
You should do the same withyour website.
You need to pretty it up.
People need to know directions,how to get there.
(30:06):
People need to.
You know, and that's keywordsand locations and all of that.
So you want to pretty up youronline, just like you did your
your.
You know pink paint and yourlogo on your wall and all of
that.
You want to do the same foryour, for your website and your
Google business profile and allof your social channels that are
connected.
That's really important.
Speaker 3 (30:25):
I've never I've never thought about it like that, but
that's true, because it is youroffice location online.
It is the way your buildinglooks.
If a caregiver walked in toyour building and you want them
to work for you and you needcaregivers, right, you can't do
this business without them andit's grungy and dark, it smells
funky and, yeah, you would never, ever allow that.
(30:46):
And yeah, you would never, everallow that.
And your online presence,that's your office space for
those adult, children and socialworkers and anybody else doing
your search.
And so the website has to lookprofessional and look good and,
as far as Google's concerned,you have to have the right
keywords and content on thewebsite or you're not going to
(31:08):
rank.
So you have to be taking careof all of it.
It's, it's not a oh, my officeis great.
I have a Facebook page, I'mdone.
It's just.
It just doesn't work that wayanymore.
It just does.
Speaker 2 (31:23):
Like if you bought a, bought an office in the middle
of nowhere and you made itbeautiful but no one knows it's
there.
They don't know how to getthere.
They don't know the name youthere.
They don't know how to getthere.
They don't know the name.
You know it's just sittingthere and it's wasted space.
So if you take care of it andyou have the right, you know SEO
and and everything that's builtin, then you're, you're sitting
pretty and people find you andthey see how beautiful your
website is and it's informativeand it makes sense, it's
relevant, you know.
(31:44):
Then you're sitting pretty.
Speaker 1 (31:47):
Absolutely.
I always say you say, you know.
Speaker 4 (31:50):
They say you should not judge a book by its cover,
but everybody does we do they dofirst first impression is an
important one yeah, regardingthe leave-behinds, I actually
just got a text from a past umclass member that sent me what
she's doing for Halloween.
I have to say Lisa is socreative in these leave-behinds
(32:12):
and everybody gets just soexcited because it gives them
motivation to get out there and,you know, do a pumpkin
decorating contest, drop off ayou know snappy discharges.
People are posting what they'redoing on LinkedIn and Facebook
and the referral sources areexcited because they're seeing
(32:34):
something creative and somethingdifferent than just that
brochure.
So the leave-behinds are justso important and I've had many
of the class members tell me Inever did this before, I never
left anything fun or, you know,holiday related, and they're
having success.
So it really does work.
Speaker 3 (32:53):
And if you're afraid to take, like this, next move
because you don't know what, youdon't know, right?
I mean that that is a scarypart about.
Okay, yeah, my website'sprobably cheesy.
Speaker 2 (33:04):
It's been five years or three years or whatever, but
I don't know what to do and Iknow we all know we've been in
home care for years.
Speaker 3 (33:09):
but I don't know what to do and I know we all know
we've been in home care foryears.
You don't have time to thinkabout your website, you don't
have time to invest in socialmedia and all that.
But that's why we're here,because you don't have the time.
And what's different about usis we have people that have been
I like to call it in thetrenches of home care.
I know that may be not a niceway to say, but that's what it
feels.
You are in the trenches, likeMondays and Fridays especially.
(33:31):
You're just burning at bothends and you don't have time to
do this.
You just need to make the call.
We'll do it.
There's nothing for you to do,right?
I mean, you just need to.
You need to take the stepthough.
You got to make the call.
You got to reach out becauseit's hurting your business,
because if one, if somebody hasyour web address because of a
(33:52):
social worker, your brochurethey look you up in.
The website doesn't look modernand professional and all the
things that's not good to.
If you're not ranking, you'renot going to show up.
Anyway, when someone does asearch in your area, someone's
gonna even see it.
So it's time.
This is your, this is your, ifyou've been thinking about it
and it bothers you a little bit.
(34:14):
Or you've hired a new, a newmarketer, and they're going.
Oh man, you know I can go outand do all of this, but that
website like I, the marketerscall me.
Can you call my owner, please,and talk to them about the
website?
How am I supposed to sell whenthis is what they see when they
get online?
Can you please help me?
Like we get these calls all thetime.
(34:34):
So if you're waiting for a sign, here it is.
This is your sign.
It's time.
Speaker 2 (34:38):
And it does help support that infield marketing
person as well.
It does, it does your.
Speaker 3 (34:44):
Facebook your link make it easier for them.
Right Like.
Make it easier.
You're paying them.
They're you know they're notcheap.
You're paying them.
Make it easier for them.
It's already a difficult job.
At least the website, theranking, the social media going
for them.
It is going to help them dotheir job better, absolutely.
Speaker 1 (35:05):
I totally agree.
I totally agree Don't invest.
If you're going to invest insomeone who's out in the field,
then you need to also invest onhow the rest of your and it is
an investment in the look andthe quality of your online
presence love with you andyou're great and you're
(35:26):
professional.
Speaker 3 (35:26):
And they get to your website and they're thinking how
did they even get this marketer?
You know how did they land thisperson?
Because she's so good and she'sso professional.
And then they get on yourwebsite and they're like this
doesn't add up.
So yeah, help them.
You've got.
If you've got, you know youwant to go to the next level and
you've hired that person that'sgoing to make you look good in
(35:47):
the field.
No-transcript.
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