Please share what you are hearing concerning Boost, Who, What, When, and Where.

Totally agree coaching is important, one can benefit learn and change , but the problem is the coach's lack of skill ,knowledge, and experience giving the feedback. I 'm not a good or knowledgeable swimmer, so should i be coaching olympic gold swimmer michael phelps on what he did or did not do correctly and how he can improve? Maybe he should have an open mind and listen to me when i say his back stroke needs work? Maybe the DM's should all be proven CS's of the year or Sales consistency to give feedback? Look some feedback can be helpful but most is not from my experience

 

So what you're saying is that you have to actually listen to the customer and meet their needs or provide an effective solution, not a canned detail. That my friend is the definition of a perfect call.

Upon reflection, I do remember being on one. Busiest onc in the city was running 1.5 hours behind due to a staff meeting. His admin offered to reschedule our appt.
I told the CS we might as well wait and see, we were already in that far and the next appt would be weeks away.
The Admin asked the Dr and he told her to send us back to his office.

He was waiting at his desk when we walked in. We sat down and talked with him for 25mins. When we left, he reached out and shook both our hands and said "thank you guys for coming by, you ALWAYS make me think".

When your customer genuinely thanks you for helping them solve a problem, that is the perfect call. Great coaching makes great performance possible.

 

Perhaps in some franchises, not all.

 

Glad it worked out that way. However if a customer is delayed by 1.5 hours in getting home to see his family I would assert the unselfish, professional, and courteous action to take would to also be considerate and re-schedule. As a result of your “perfect call” you kept the customer from seeing his family an additional 30 minutes to delay them for now 2 hours. In addition, even if you chose to be selfish and add to the customer’s delays, the appropriate thing to do would be to shorten your call to avoid adding to the customer’s problem. Of course this is a CS opinion that deals everyday with customers, not a role that doesn’t get it and believes Physicians exist not to see patients, but rather to see us. LOL

 

You are the one who doesn’t “get it” friend.

The physician was always in control and this was not a man who was timid. He could of said no time. If you were wasting his time, you would be gone.

He was engaged in discussion and debate about the merits of the treatment we were discussing and he was genuinely grateful.

Our appt was at 7:30 a.m. and we saw him at 9:00 while his patients were being worked up for the day. We did not delay him seeing patients or family. He chose to prioritize our discussion over some other task he had. We did our job and he was glad we did.

Try not being such an arrogant twit, it does not become you.

 

What a shallow SSF home office dolt.

 

Guessing I carried a bag for more years than you. Can you beat 15+ in the field and yeah I worked in the home office some during my 20 yr career.

 

"They lie straight to your face"
"We have more work than people"

 

Seems like you are changing your original situation. Obviously you are a Home Office dufus that doesn’t understand how to maintain relationships over the long term. The sooner Marketing starts listening to the Field the better off we all will be. Big Pharma Marketing culture has infected our company. Many of us in the field view our territories as our franchise, and would really appreciate home office morons like this guy stay out of messing it up. Now we have call metrics infecting us and stifling production.

 

Not a great situation already losing some awesome people.