Rick's Business of Audiology Blog

Simple Hearing Test

Earl was worried that his wife was getting hard of hearing so he called the doctor to discuss the problem.

The Doctor told him there is a simple test a husband could perform to confirm the hearing loss. Stand about 40 feet away from her, and in a normal conversational speaking tone, see if she hears you. If not, go to 30 feet, then 20 feet, and so on until you get a response.

That evening, the wife is in the kitchen cooking dinner, and Earl was in the den. He thinks, "I'm about 40 feet away, let's see what happens." Then in a normal tone he asks, "Honey, what's for dinner?"

No response. So, the husband moves to closer to the kitchen, about 30 feet from his wife and repeats, "Honey, what's for dinner?"

Still no response. Next, he moves into the dining room where he is about 20 feet from his wife and asks, "Hun, what's for dinner?"

Again he gets no response so, he walks up to the kitchen door, about 10 feet away: "Honey, what's for dinner?"

Again there is no response. So, he walks right up behind her: "Honey, what's for dinner?"

"Earl, for the FIFTH time, it's CHICKEN!"

Working Hard is not Your Goal

"I worked so hard'; like somehow that is going to result in a desirable outcome?  

Imagine a pile of dirt in my back yard. I get out my shovel and move the entire pile to another place in my yard. And then, since I want to work hard, I shovel it back where it was. I do this all day; I really work hard. It feels good to have done something I can do. I can move dirt. I feel successful as the dirt did move, several times, and at some base level it did feel good to work hard. I can come back inside and tell my wife I really worked hard. I can feel the burn; I am exhausted. I take a shower and sit back to admire my work. Yes, the dirt did move.

My wife sits next to me and looks at the dirt. She isn't impressed.

Was I successful? Was it a desirable outcome?

It depends.

If my intention was to get some exercise and exhaust myself then it was a desirable outcome.

However if my intention was to finish the flower garden it wasn't a desirable outcome.

There is an often unstated assumption when we are told to work hard.  When we tell others to work hard.  That assumption is that what we are doing is moving us toward accomplishing our purpose.

Hard work is only worthwhile if your effort moves you closer to something you intend to do.

Unfortunately I often see people working hard for hard works sake and feeling exhausted without any progress to anything useful.

Successful people often work hard, or perhaps not, but they do apply their effort in a productive manner.

Move the dirt, but move it with purpose.

1. Envision the garden completed: This is your intention.
2. Move the dirt once, to where it completes the garden.
3. Plant the flowers.
4. Then sit back with a beverage and admire your hard work.

 Rick

 

 

 

 

 

 

People of Character

There is a big difference between finding people of character, and people who are characters.

Bill Belichik, one of the best NFL coaches of all time, is credited with using these criteria when building his team:

• Choose people of character.
• Give them clear assignments.
• Expect them to succeed.

It doesn't make much difference if you are a football team or a professional office. This is a great list.

As for your office, I would add this to his list:

• Ensure they have the tools they need. (Stuff and Knowledge)
• Ensure their goals are in-line with your team.

Why does this work?

1. People of character will do the right thing when others may not. They will apply themselves to the task at hand. They will be as professional as they can be. They will do what they say, and say what they will do. There is a book out, I cannot say I have ever read it, but the title is "Everything I need to know in Life I Learned in Kindergarten". The same criteria listed above will get a kid through kindergarten, and make them good team members.
2. People with clear assignments will tend to do them. If the person isn't sure what to do, or believes you want them to do something different than you want them, may not do what you expect. As the leader you must know what you want them to do and you must be able to communicate it clearly to them. Without clear assignments you introduce a randomness into the outcome you do not need.
3. People who know you expect them to succeed often will. If you are the leader and you don't expect them to succeed then figure out why? Do they not have the character? Do they not have a clear understanding of what to do? Do they not have self confidence? Or, the one I am adding to Bill's list: Do they not have the tools.
4. People who don't have the knowledge, or correct tools may not succeed even if they have the above. No matter how much I want to fix my car I don't have the knowledge. So if you hired me as an auto mechanic I would disappoint. Now it isn't that I couldn't become one. But I would need some tools (wrenches and whatever else auto mechanics use) and some knowledge about cars (perhaps some classes or an apprenticeship, or in my case both.)
5. People who identify with your goals, your purpose, and you with theirs will automatically be better. If you are in business to help people hear then you want people on your team that think hearing is very important. There is nothing wrong with someone who thinks golf is more important than hearing. But they just need to be on a different team.

Therefore when evaluating your team you may just want to skip the typical evaluation form to start.

First do they have the character you need?

Second do they know what is expected of them?

Third do you expect them to succeed?

Fourth do they have the knowledge and tools?

Fifth do they understand and identify with your goals?

If those 5 are all good, then you can probably find a place for them on your team. If not then this gives you a place to start.

I hope this helps you.

Rick

Social Networking: Know Why

Why spend time on social networking?

If it:

1. Helps you accomplish your purpose.
2. Is fun or personally rewarding.

I use Facebook and Twitter most every day. They help me connect with people in a time independent manner. I don't need to worry about it being considered SPAM because if they don't want to receive my notes they don't need to.

Facebook allows me to do much of what we used to call water cooler conversation; share a photo or an idea, express a thought, or deepen a relationship. It also allows me to connect with people that I would like to get to know better. In the past I might connect with a person once a year in the hall or at lunch at a conference, and agree to stay in touch. But wouldn't. Now through Facebook I can stay in touch, on a regular basis, easily. I like this capability.

In addition Facebook is a place where I have a private group for select Audiologists; where we can share ideas and information, without needing a separate interface to learn, or for me to maintain. More and more businesses are starting to use Secret Invitation only Facebook pages as a place for internal office communication.

Twitter is very different. Twitter allows me to reach out and touch, influence, a different group. People who follow me on twitter get notices of some blog updates, web site updates, future workshops, and items I think would be of interest. People I follow on Twitter are able to let me know what they are up to. If I don't care about them I un-follow, I can always follow again in the future. I can tweet that I have an open phone time and in real time people know. I have tweeted that I have an open phone time and received a call in minutes. From someone who asked to receive my tweets.

Facebook helps me connect with clients, potential clients, referral sources and professional contacts. It helps me achieve my professional purpose in a cost effective manner. Therefore I use it.

Facebook is also fun as I connect with high school friends that bring back fond memories of growing up in Coos Bay. I also connect with extended family. People that are important to me, but not in my day to day view.

Twitter helps me spread the word about what I do to those who have expressed an interest in knowing. It also allows me to get glimpses of what they do. It helps me accomplish my purpose.

I also use Linked-In, sort of. I have an account but haven't found it to be as useful as Facebook. So I am sort of a Linked-In lurker. I am there, but not actively engaged. I don't feel time spent on Linked-In helps me accomplish my purpose or is very rewarding. This may change in the future.

 

Social Networking: You don't need to be everywhere.

You don't need to be everywhere! It is overwhelming. Web pages, e-mail, direct mail, Linked-In, Facebook, Twitter, Myspace, Windows Live, Dex, radio, TV, online search pages, insurance web sites, vendor web sites, and the list goes on and on. One client told me they wish it was like the old days. One small ad in the Yellowpages, a Newspaper ad every couple of months, and that was it.

Do you ever notice the people who are telling you that you need to be included somewhere are linked to that somewhere? Certainly if I write about social media I will tell you to be there. If I print Yellow pages I will tell you to be there. Often our news sources from CNN to your local paper are more collections of blogs than traditional news; and the writers always have an interest in what they are writing about. The person commenting or writing the news may also be selling a book about the topic.

Can you imagine an ESPN basketball expert saying no one should pay attention to basketball?

5 years ago who would have guessed Twitter and Facebook would dominate and Myspace and AOL would be almost forgotten? Amazon and i-Tunes would dominate and Napster would be, well wherever it is.

Don't feel badly you aren't everywhere. You cannot be.

Personality or Technical?

I am often asked if it is better to hire someone who has a degree, references indicating they can do something, and interviews well, but is apparently looking more for a paycheck than passionate about the company's purpose. Or is it better to hire someone who is passionate, seems like they would be great to work with each day, but doesn't have a degree or reference verifiable job skills.

While each situation is different, I find more often than not it is easier to teach the technical skills to a trainable person you like, than to tolerate an annoying personality each and every day.

Time Dependent vs. Time Independent Tasks

Time dependent tasks are those that must be performed at a specific time. If the phone rings I must answer it now. It is time dependent. If a patient is present I must be present. It is a time and location dependent task.

Time independent tasks are those that don't need to be performed at a specific time. Addressing cards, checking to see if the restroom is clean, revising a form, sending out statements, paying invoices, reconciling the check register, are all time independent tasks. Sure they need to be done, but they don't need to be done at a specific time.

Mixing time dependent and time independent tasks in an office creates the greatest productivity with the less stress.

For example: having someone making outbound calls to patients, and answering inbound calls combines two time dependent tasks. What if they are waiting for someone to answer and the phone rings?

Having the person answering the phone be updating the form or addressing the cards combines a time dependent task with a time independent task.

The same is true for you. Always have some time independent tasks, like me updating my blog right now while I wait for a client. The client call is time dependent, updating the blog is not.

Rick

Purpose: Why you do what you do.

If I ask you what you do, can you tell me in less than 10 seconds? Not just that you have a title, or a degree, or a job, or own a practice. Can you tell me what you do so I understand why society needs you? Yes they I asked what you do, but what is important is what value you provide.

"I am a Business Coach." Now that is a conversation stopper. Almost like saying I am a Christian Prothlesizer. Or I am an Audiologist. Or I sell hearing aids.

What about:

"I enable talented professionals to achieve greater things than they can on their own. Would you like to know more?" Or "I help people Thrive and not just survive. Is there anything in your life you would like to improve?"

As an Audiologist:

"I help people hear the sounds of their life, so they can participate in their life. Would you like to know more?" Or, "I help people hear so they can remain productive and independent. Do you know anyone who has a hearing loss?"

In the 4 Phases this is a part of communication. How do you communicate your purpose.

Rick

 

Association of Independent Audiologists (AIA)

This year I have started a group for the purpose of supporting Independent Audiology Practice Owners. This is not to replace ADA, AAA, or ASHA, or any of the vendor groups (Aud.net, Sonus, AHAA, Widex, Resound, Starkey, Audigy, Oticon, etc.) but to provide a place for Independent Audiology Practice Owners to share information and support each other.

Independent Practice Owners know how difficult it can be to manage the different vendors and different professional groups; then add in professional standards, employees, business planning, marketing, branding, product mix, CRM, etc.

ASHA., ADA, and AAA, all provide valuable services, but none are geared to the independent practice owner. All of the vendor groups provide valuable services but they are often more focused on adding value to the vendor group than to the practice owner.

Details are here http://www.thrivingaudiology.com/aia.htm . If you believe this fits you please let me know and I will be glad to provide more specifics and determine if this group would be a good fit for you.

Rick

rick@thrivingaudiology.com

907-229-3480

Audiology Office Phone Message Busy

I just called an office and received a message that made it hard for me to be sure they were open today (fortunately not a client, but a return call).

You have reached My-Hearing-Clinic. Your call is very important to us. If you leave a message we will get back to you. Beep.

This sounds like a generic message perhaps left over from weeks ago.

Wouldn't this sound much better?

Thank you for calling Audiology Associates of Your County. This is Monday February 28^th and we are open from 8 to 6 with a walk in clinic from noon to 1. Unfortunately at this moment everyone in our office is currently busy with a patient and unable to answer your call. Please leave a message and we will return your call in a few minutes, or at a time you suggest. Beep.

It would seem training someone in your office to record a day message each am, and replace it with an afterhours message each evening, wouldn't be very hard to do. Just write down the messages and they can put them on your machine.

Rick

Audigy Certified: What does it mean?

If anyone can explain to me what Audigy Certified actually is please contact me and let me know. Once I was told you got to call yourself that if you joined Audigy Group (www.audigygroup.com) and took one of their classes on how to sell hearing aids.

I am waiting……

Audiology Office Message After Hours

Hi, you have reached Audiology Associates. Your call is very important to us (not important enough for us to be here to answer the phone, but important). Our office hours are the same as your work schedule so please call us from work. Leave a message and we will get back to you as soon as we can. Beep?

This is essentially what I hear in so many offices when I call at times the office is closed. You can do better. I would suggest something more along these lines:

Thank you for calling Audiology Associates where our purpose is to help you hear the sounds of your life. We are sorry to miss your call. Please leave us a message and suggest a good time for us to return your call. If you have bleeding from your ears please call 911 or contact the hospital emergency room directly. You can find out more about us at our web site, www.audiologyassociates.com or you can also e-mail us at service@audiologyassociates.com . We are having an open house starting Thursday which you may find interesting. Thank you in advance for your message. Beep.

Rick

 

Answer the phone with purpose!

Someone just told me that it is important to answer the phone with a smile on your face and they couldn't get their people to do so. Something about if there is a smile on your face then the person on the other end will "hear" it in your voice. OK, I suppose that is fine. But why?

I say answer your phone with purpose! Know why you are taking your time to answer the phone. It is to stop it from ringing by the third ring? Is it to avoid finishing the report? Is it because someone told you it is what you are supposed to do?

If you are answering the phone with the realization that this is your one and only chance to help someone you really want to help, and if you can convey that in your voice, then you are on the right track.

The important thing for you to convey to the caller is that you are only there to help them in any way you can.

If you do that then I don't think an unseen smile makes much difference.

I believe this is why when the Audiologist Business Owner answers the phone appointments almost always follow. Because they convey their purpose to the caller; I am here to help you, please let me.

 

 

Audigy Group Call

My heart went out to the Audiologist. The call was painful.

Apparently this Audiologist, who is never been a client of mine, heard about my opinion of Audigy Group somewhere.

Apparently he had thought about Audiology ethics, free trips, and sitting in front of a patient telling them why you chose your supplier. 

He said; "I am a Board Certified Doctor of Audiology and my web site and advertisements don't value those, but they promote me as Audigy Certified." He didn't elaborate but as I understand it Audigy Certified is a designation of www.audigygroup.com and no one has yet explained to me what it means.

"I worked hard for those and was so proud of how they helped me provide quality care to my patients."

"Now I am promoting myself as Audigy Certified which I cannot even use if I leave Audigy; and I cannot even sell my practice without their permission."

He said he is in deep, cannot get out, and if I ever use his name he will deny he ever called me. But he encouraged me to help others if I can.  (Audigy Group tells me anyone can get out at any time, but of course they do leave a lot behind.)

So, I post this to my blog. I don't know if his experience is typical, or one of a kind.

However if I was a Board Certified, Doctor of Audiology, and someone asked me to promote myself as Audigy Certified it wouldn't set well.

I am using he generically, this may have been a he or a she.