Tyler's Thoughts: Think Diversification In 2023

Published in Complex Rehab on February 15, 2023

By Tyler Mahncke, VP, U.S. Rehab

Diversification can come in many different forms. Gone are the days of, “I only do complex rehab,” or “We only do CPAP.” We need to start thinking about the client being part of the process, their home being part of the process, and their vehicle being part of the process.

When you send your ATP out to do an evaluation, or you send your tech out to do a delivery or a repair, are they taking a look around the home? Are they asking the client what their pain points are? Or how they could possibly live a better life in their home? If they’re not doing these things, you’re truly doing your clients and your business a disservice.

Retail or cash business has gotten a bad name in the past. It is no longer about the “upsell” or the little trinkets or gimmick items that you see on infomercials. Retail items are anything you can accept cash for. Have you thought about having your technician keep a ramp in their van when doing a delivery to show the client how easy and safe it would be for them to get in and out of their front entry? Consider having them carry around pamphlets of stairlifts and any time they’re going into a home with a basement or a second story, that’s an opportunity for a sale.

In the above example, you may say that home access and modifications aren’t your core competency and don’t want to install these items. While understandable, have you considered building a partnership with a local home modification company that does this work and receive a referral fee any time you send business their way? Have you considered carrying these items and selling them to a local contractor and having them do the installation?

In 2023, let’s not look at our customer as a powerchair transaction. Let’s look at them as a client, or a family member that wants to get around their home safely. They may not be aware of all the products available to them. This will increase your customer’s satisfaction, this will improve your company’s reputation, and this will increase your business’ profitability.

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