Category Archives: Customer Service

Why Do Customers Leave?

Ever lose business?  I’ll bet you act like it wasn’t your fault, and in all fairness, maybe it wasn’t, but then again…

Medical reps offer up a lot of excuses when they lose business; some are valid, but many are rather contrived.  Listen as Mace Horoff shares some research as to why customers really leave and what you can do about it.

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When Customers Just “Like You as a Friend” and Allow You to Service the Hell Out of Them: How to Take Your Medical Sales to the Next Level

If you’ve been providing your healthcare customers with great service and it’s not bringing you the business you expect, here’s what you need to do–STOP!….that is, if they won’t reciprocate with more opportunities for you to grow your business.  Service is critically important, but you’re in the SALES business, not the SERVICE business.  Maybe you just need to change your thinking and then change your approach so that you can go beyond just being a “friend” to your customer.  Start the year right by adopting a new attitude that will move your business in an upward directions.

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What Business Would Your Customers Say That You’re In?

Medical sales professionals see themselves as wearing many different hats.  Most people, including your customer, really have no idea as to what your entire day is like.  Your customers often see you in the way that you engage them most regularly.  So, what business would they say that you’re in?  In this podcast episode, I discuss the answer to this question along with a reminder to the “other business” you had better be in as well.

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How unrecognized complacency and arrogance in my medical sales career cost me business–and it will do the same for you!

If you are a medical sales professional, at some point in your career you have either dealt with or will be dealing with these destructive attitudes…but will you recognize it before it’s too late?  In this episode of The Medical Sales Guru Podcast, Mace Horoff shares with you how his own attitudes in one of his hospital accounts cost him ten years of stable, recurring business.  He is certainly not proud of what happened, but Mace hopes that hearing his story will help you avoid rolling out the red carpet to your competitors like he did.  If you don’t recognize the warning signs, your business is in big trouble!  Arrogance never goes unpunished.

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In Medical Sales, Put It In Writing

Has it ever happened to you in your medical sales career where your customer asked you for one thing and you delivered something else, or vice versa?  Miscommunications in medicine can be harmful to the patient and harmful to your business.  In this edition of Medical Sales Guru Podcast, Mace Horoff discusses a simple way to be a professional, deliver the right thing for the patient and healthcare provider,  and CYA.  It’s usually not a question of if a miscommunication will bite you in medical sales, but when.  Here’s how to prevent it from happening.

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If you’re in medical sales, what is your brand?

The word “branding” has become cliche, in fact, some medical sales professionals like to drop the term on their customers from time to time.  What is your brand?  It is not the logo on your business card, or the tag line in your brochure, or how much experience you had working in medicine in your previous career.  No, it’s something much more important than that.  Listen as Mace Horoff talks about your brand as a medical sales professional so you can communicate your brand if its a good one, or change it if it’s not.

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If You’re in Medical Sales, Always Have an Alternate Plan

What do you do when you’re selling to a customer or servicing a customer and things don’t go as planned?  Do you just make it up as you go?  How would you feel if you were getting on an airplane with a pilot who took the same approach…”well, if something goes wrong, we’ll just figure it out…”  In this edition of the Medical Sales Guru Podcast, Mace Horoff discusses the essential requirement of being prepared for the what-ifs.

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