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Delta Connect Blog

Stephen Tweed, CSP

tephen Tweed, CSP, is an internationally known health care and business strategist, award winning professional speaker, published author, and consultant to the home care industry. He is currently the CEO of Leading Home Care … a Tweed Jeffries company. Stephen can be reached at www.leadinghomecare.com
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Recent Posts

Be Different in Home Care by Creating Exceptional Customer Experiences

Posted by Stephen Tweed, CSP on Sep 15, 2015 7:30:00 AM

stephen tweed

This is a guest blog post written by Stephen Tweed, CSP, who is the CEO of Leading Home Care...a Tweed Jeffries company.  Stephen is an internationally known health care and business strategist, award winning professional speaker, published author, and consultant to the home care industry. 

  

 

expceptional customer experiences in home care

Perhaps one of the greatest delusions in the home care business today is “customer service.” 

Every agency owner, CEO, and administrator truly believes that their agency gives great service and that they give better service than their competitors. Over the years in my seminars and workshops, I’ve asked participants “Who believes your agency gives better service than your competitors?”  Nearly everyone raises their hands.

Psychologists have actually created a name for this delusion, “The Lake Wobegon Effect.”

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Topics: home care, Private Duty

Dare to be Different in Homecare

Posted by Stephen Tweed, CSP on Sep 8, 2015 7:30:00 AM

stephen tweed

This is a guest blog post written by Stephen Tweed, CSP, who is the CEO of Leading Home Care...a Tweed Jeffries company.  Stephen is an internationally known health care and business strategist, award winning professional speaker, published author, and consultant to the home care industry. 

  

 

dare to be different in homecare

Several months ago, I was on a sales call with the owner of a successful home care company in the Midwest.  I was there to lead the home care team through a strategic planning process. The owner called the day before and said he had to set up an appointment with a very important prospect for the next day and would it be OK if we took a break from our planning so he could keep this appointment.

He asked me if I would accompany him on the sales call.

One of the first questions this rather sophisticated referral source asked was, “What makes your company different from all of the other home care companies in our town?”

The owner was caught off guard for a moment, and then gave him several generic responses. The prospect said, “That’s nice, but what really makes you different?  Your competitors say all those same things.”

The owner of the company was totally stumped.  He looked at me for help, but we had just begun our planning and I couldn’t help him very much.

When we got back to the office we spent much of the rest of the day really working on the answer to that question.  “What really makes you different from the other home care companies in town?”

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Topics: home care, Private Duty

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