Trust and Listening: Essential Keys to Building Relationships in the Clinical Laboratory

As motivational speaker, author, and salesman Zig Ziglar states “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”  As an outreach service consultant for Chi Solutions, I see opportunities captured and lost on a daily basis. Whether selling laboratory services for a Chi hospital client or radio advertisements in a previous position, I’ve found the same thing either seals the deal or keeps it from happening:  trust.

Start by getting to know your clients. When walking into an office, it’s essential to know if the person you’re about to meet with is someone who likes to build rapport or someone who prefers to get straight to the nuts and bolts. You need to know what will be the most important value and solution offered to clients. Some may want their trademark to be customer service and knowledge. Others may not care as much about their service as the product, and they may not have to deal with customers so much if their product is superior to the competition. Continue reading

Six Things You May Be Pretending You Don’t Know About Driving Performance in Your Clinical Laboratory

There are no magic bullets to achieve best-in-class performance in clinical laboratories—you have to do a lot of things right. But you can achieve performance in the top quartile by doing these six things:

1. Standardize equipment and reagents
2. Maximize synergies from consolidation
3. Grow your outreach program
4. Manage reference lab and blood costs
5. Apply lean practices
6. Participate in a benchmarking service

Are you surprised or disappointed that there isn’t some special magic to achieve top performance? There’s no magic; it requires paying attention to the basic “blocking and tackling,” the hard work, the things we would rather not do. Continue reading