2022-05-27_mvijayan_Pre-planning and behaviour styles..docx

I would use search engine to see if there are any press releases/latest updates on the organization where my customer is. If possible, I would try to connect with someone in the organization that I am relatively closer to, and understand the organizational structure prior to my main appointment. This will allow me to understand decision making process and also key stakeholders that I need to influence. If possible, I will try to gather basic information on my competitor. Prior to the call if I can categorize the behaviour of the decision maker, that gives me a good headstart.

In a case study, I incorporated the following concept:

Clarity of purpose: Rebuild relationship, position as a trusted partner and maintain consistent communication

Questions I prepared:

What are your current challenges or problems in your community that keeps you up at night?

What is the ideal situation with regards to providing excellent care in all locations?

If you made the improvements you mentioned how specifically would that help you with residents' care and staffing?

The starting point for me is to identify my style and the style of my customer. I adapt my communication based on my customer’s style. Most people are combination of two or more styles (for example, I am a talker and a controller). My experience is that I find it more challenging to communicate with the style opposite to me (a doer or  a supporter).

I had a call with a key decision maker (Regional Director of Care who manages 18 DoCs). I had a previous relationship with this gentleman and applied "Approach" to rekindle the relationship, in other words, establish rapport and break the barriers of pre-occupation.

I knew that he was promoted and congratulated him. I investigated his current scenarios with memory living sections in his communities and gained valuable feedback.

His main concern was residents living with dementia wandering around the floor and how challenging it was to implement contact and droplet precautions. I demonstrated our behaviour support program that includes CTM, trained caregivers who would engage, distract and redirect the residents.

I validated his perception about quality care in these instances.

He asked me what was our billing rate? I gathered that he did not want his staff to have the difficult conversation around the additional cost. I did not face any specific objections.

I had to uncover one that he would provide autonomy to every Director of Care to choose their preferred home care organization. I asked if it was fine if I had a video call with all DoCs to demonstrate our program specifically designed for this issue and he agreed (first incremental close).

I also asked his permission if he was ready for me to send him a draft agreement and he was interested (final close).

Pre-/Post-Call Planning

The key decision maker is a doer

I think I am at the Close portion of the AID, Inc, and I need to revalidate this. I may have to go back and demonstrate and close again if I do not see any action coming from my call with this gentleman.

Rebuild relationship, position as a trusted partner and maintain consistent communication

What are your current challenges or problems in your community that keeps you up at night? What is the ideal situation with regards to providing excellent care in all locations? If you made the improvements you mentioned how specifically would that help you with residents' care and staffing?

My understanding of the promotion of this gentleman and reminding him of the previous client (2 years ago) helped me to forward the conversation in a much more smoother manner. I also listed out 8 GAP questions that helped me keep the focus.