Here we are several months into the pandemic. It appears perhaps the worst is behind us and the world is slowly starting to re-open. For many, the novelty of sheltering in place has worn off and folks are ready to get back to work. In the durable medical equipment industry, work has continued as our companies have been considered “essential services” and for the most part, stayed open and done business during and despite Covid-19.
Early last month, I started penning a blog article relating to Covid-19. I modified it multiple times and finally scrapped the idea because it was too sensitive a topic, too important to cover in something as “casual” as a blog, and because the information was coming in and changing so fast that anything I wrote would be outdated by the time it was submitted. My, how a couple weeks can change the world…
On a recent survey, I was chatting with the staff member who was responsible for cleaning and disinfecting the rental medical equipment. This particular organization had traditional DME patients, but also serviced a Hospice contract, so the equipment flowed mightily through the warehouse’s clean, dirty, and waiting to be repaired areas. As I was asking him about the cleaners and disinfectants he used, I noticed a poster above his workbench. It was one of those pithy and ubiquitous “keep calm” sayings: “KEEP CALM & MAINTAIN CLEANLINESS.” He smiled and shrugged when he saw me eyeing the poster. This staff member took his responsibility very seriously and was doing an excellent job. His paperwork and technique were both very good, his workspace was orderly and clean, and he understood the underlying reasons it was so important to clean equipment properly for staff safety as well as patient safety.
In all aspects of a person’s life, the first of the year affords an opportunity to “start fresh,” begin again, and resolve to improve. Every year, I humbly suggest all business owners and managers take a look at their organizations, take stock in what they’ve accomplished, consider opportunities for improvement, and resolve to make the next year better than the last one.
The DME industry has been hit with significant challenges that leave most owners and managers, well, not in a partying mood. Those of us in the industry for decades remember the days of big Christmas bonuses and lavish holiday parties. Profit margins aren’t what they used to be. As the year winds down and the holiday season approaches, it’s important to reflect on the positive and what we DO have rather than what we don’t.
Nobody wants to have a customer complain about any aspect of their business. Complaints are negative feedback, indicative of an unhappy customer, and generally a bad thing. They can be harsh or mild, constructive or destructive, fair or unfair, deserved or not deserved. But at the core of any customer complaint, there is feedback about a customer experience, or at least their perception of that experience. And this information and feedback can be a treasure trove of information to use to improve the customer experience, your internal processes, and how your organization does business.
I had the opportunity to work with a “twenty-something” person for a few days last month. They were bright and ambitious and we bonded quickly. During the course of our work together, we went to restaurants and stores several times each day for several days. I noticed something very interesting that I’ve seen before with other people, but not necessarily paid attention to: Every place we went, my colleague and new friend pulled their smart phone out and looked up not only directions to the place we were going, but also reviews. Several times, they found restaurants without websites and quickly dismissed them as places to go. When I asked about this, the person said something to the effect that “if a business doesn’t have a website, they aren’t credible to me.”
Statistics vary, but a general rule of thumb is that 35-45% of all new employees will leave the company that hires them within two years. One piece of the data that is consistent is that the rule of thumb applies to all industries and sectors, high wage earners and workers making minimum wage, young and old, male and female. That statistic should stun managers, supervisors, and business owners and should serve as a “call to arms” encouraging companies to study how they hire and orient new employees to their jobs.
Think about this: In many/most cases, a patient’s first experience with -- and impression of -- your organization happens when they are set up on equipment and admitted to service. Thus, when your organization delivers equipment or supplies for the first time, or when your respiratory therapist sets up your respiratory device, or when a pedorthist “fits” someone for diabetic shoes, they are forming an impression that will be with them for a long time. It’s certainly possible they will talk to their friends and family about that experience.