America and Canada need roughly about 43,000 units of blood per day.
It is quite a real necessity in this day and age to have blood on the hospital shelves when needed, as there continues to be an ever-growing need for blood. Last September, there was a shortage that had enough impact in America to cause elective surgeries to be cancelled or put on hold in at least three major cities within the United States. During that time, in a phone interview with Red Cross President Dr. Bernadine Healy, she stated, “This is one of the worst ones that the Red Cross has seen.”
But what causes blood shortages? Don’t enough people donate already? Their answer is a very bleak, no. In America, what a lot of people do not realize is that three-out-of-four people will at one point in their life need at least one blood transfusion. About one in seven people entering a hospital for care or treatment will need blood on a daily basis. Below you will find a few of the reasons why blood shortages can and do happen.
Why Blood Shortages Occur
- There is a growing demand for blood. Donation rates increase at 3% annually, but the demand for blood is increasing at 6% annually.
- Higher rates of complex surgeries and treatments are taking place. These can include chemotherapy, organ transplants, and many other major surgeries.
- Out of Americans, only 37% are eligible to donate, but less than 10% of those eligible actually do donate.
- Blood transfusions can and usually do take more than one pint. A whole blood donation or red cell donation can take up to three pints for just that single successful transfusion.
- There currently is no man-made substitute for human blood. It literally is something that has to be given to achieve any sort of supply.
These are just a few of the reasons, but one of the most mind-boggling little bits of information is that if everyone who donated blood just donated one more time a year almost all shortages would be eliminated or greatly alleviated. It certainly makes you think. It makes you think a little more about how crucial the message on those “URGENT! BLOOD DONORS NEEDED!” signs actually are. It makes you think a little more in-depth about how much blood is actually used every day. Hopefully it makes you think a little more about donating again when you are eligible.
Remember that even though you are only donating one pint of blood, you literally are giving part of yourself and that moment of your life in sacrifice so that others may live. In fact, as you might know, one blood donation can save up to three lives or at the very least improve someone’s current physical situation. If you are eligible what is stopping you from donating?
What else do you know that contributes to blood shortages throughout America and Canada?
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Have you ever walked past the 100% board and asked yourself ”How can I get my name on there?” I have just the answer you are looking for…
It’s time to talk results. There are many ways to improve your results, and I would like to share with you the top 3 ways to improve your results immediately:
- Rebuttaling – “Rebuttaling is not just a part of the job, rebuttaling IS the job.” I’m sure all of you have heard Dave Walter say this before, but the truth is he is right. If everyone just came in to donate blood on their own, well then, you wouldn’t have a job. I realize that many of you don’t rebuttal because it can be uncomfortable, but the truth is, most times the donor just needs to be educated. The donor may not understand how it helps the blood center by scheduling an appointment. The donor also may not be aware that it is common for their iron level to be low, and that there are certain foods that they can eat to help raise their iron level. It is your job to educate them. Using a friendly and positive tone to educate the donor on why we need their donation and how it helps their community will make an uncomfortable situation exactly the opposite. So the next time you don’t want to rebuttal for whatever reason, do yourself a favor and try. If you don’t try, then your results surely will not improve.
- Sounding Confident - It is very important to sound confident in your calls. If you don’t sound like you know what you are talking about why would anyone else believe that you do? Be prepared for your calls and ready to answer as soon as the donor says “Hello!” Speak loudly and clearly so the donor is able to identify who you are representing and who you are trying to reach. Believe in the cause – remember that you are asking someone to make a life-saving donation. Most importantly, be proud of what you do each day to help save lives.
- Focusing on your calls - Focusing on your calls ensures that you are giving your donor the time and attention that they deserve. Making call after call, day after day, can become tedious, but it is important to remember that you are asking for a donation. Donating is something that is done from the goodness of the heart to help others, and it not something that has to be done. Therefore, being respectful of the donor’s time is very important when ensuring good customer service. Also, making sure to focus on the donor on the phone, instead of the person sitting beside you or the magazine in front of you, is a very easy way to improve results.
Now you have the tips and tricks you need; make every call count, and you will surely improve your results!
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Lately I’ve been interested in studying different phobias that people have.
Does the thought of a chicken give you cold sweats or a nauseated feeling in the pit of your stomach? You might be suffering from alektorophobia.
You might have already heard that the fear of public speaking, or glossophobia, is one of the most prevalent fears, not just in America, but across the world. After numerous international studies conducted over what scares people most, the fear of public speaking usually comes out on top, even more so than the fear of death! But why? As a genuine people person, why is it so hard to break the idea that speaking to a person or even multiple unknown people is a terrifying ordeal?
As a Conversational Marketing™ Expert (CME) for Incept, I literally talk with hundreds of people a month that I do not personally know. If you work in any type of telecommunications field or customer service industry then you already know the importance and positive effects that being conversational in your calls can bring. However, if you are someone that struggles finding the right thing to say, can’t quite clear that conversational hurdle in your head, or are just plain scared silly of public speaking or speaking to new people, then you are reading the right blog.
Easy Ways to be Conversational With People
When it comes to the wide world of telecommunications being conversational in your calls won’t just make you or your company look professional, but people will also enjoy being spoken to in a more personal manner as well. Here are a few things I do personally in my work on the phones at Incept as a Conversational Marketing™ Expert (CME) that give me the ability to be conversational with people to a very effective degree.
- Ask “How are you?” before going into anything.
Before I even consider talking to a donor about donating I make sure to always ask them how they are doing. It’s a very simple practice, indeed. By asking someone “How are you?” you immediately get a feel for the tone of who you are speaking with, as well as an idea of what is going on with that person. This simple step benefits you in two ways. It makes the donor or customer feel at ease about talking with you and begins the process of building immediate rapport with them.
- Don’t be afraid to talk about what is going on in your donor’s life.
There are many times when I hear a donor’s dog barking. I often take this opportunity to ask, “What kind of dog do you have?” in an effort to simply be conversational. If I’m talking with a younger donor that is in college, and they let me know they busy due to their hectic college schedule, I’ll find myself asking, “What is your major?” When you have the ability to pick apart what you are hearing while in conversation, things have a tendency to naturally start flowing. People love talking about themselves and the details of their lives, and when you enable someone to do that the conversation tends to build itself with little to no effort.
- Identify with your donor, and show empathy.
Part of being human is the fact that we all long to connect with like-minded individuals. When someone feels like you are on their side, they are going to give you the time to talk and will – more than likely – listen to what you have to say. If they are telling you something that’s going on, do not be afraid to actually be a real person to them and verbalize that you understand what they are going through (to a point). If you can identify a trend in these pointers, more than anything, it is simply just being real.
Being conversational with your donors isn’t about trying to get them to “drop their guard.” It is about making your conversations with them genuine. Doing so will allow the conversations you are having become more of a dialog between you and your donors, rather than someone reading a script at them. This is a very small insight on how to strengthen the relationship through meaningful conversations.
What are other ways you make conversation while building positive rapport with your donors?
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In the world of retail, an industry term known as “shrinkage” is frequently used as a reference to lost inventory that is never sold (i.e. theft).
There are an increasing number of industry experts who use the term “shrinkage” when referring to contact center operations. Instead of inventory, what is being lost to shrinkage in the contact center is the employee’s time. Simply put, contact center shrinkage is time when a Conversational Marketing Expert (CME) is getting paid but not taking calls. At Incept, we refer to the two most common influences on shrinkage: variance and schedule adherence. Poor variance and schedule adherence have negative impacts on the CME, the company, and its clients.
For Incept the concept of shrinkage is more cut and dry. Notwithstanding planned meetings, such as Employee of the Month, paid breaks, and coaching sessions, we want the CME to be on phone calls or available to take phone calls for the entire time they’re clocked in. When an employee is supposed to be taking calls, but is not, we call it variance at Incept. At the CME level, variance represents the potential for lost appointments, fewer Lifesaver points, and a smaller bonus.
Since I am a numbers guy at heart, I would like to take a brief mathematical look at two hypothetical groups of CMEs to showcase the organizational impact of variance.
- Group 1: Scheduled 26 hours, 5% variance
- Group 2: Scheduled 26 hours, 10% variance
Let’s assume that, in a given week, Incept requires approximately 2,800 hours of phone time to complete the required work on the Saves/Outbound side of the business.
- Group #1: 26 hours, less 5% variance = 24.7 hours of phone time.
- 2800 hours of required phone time – 24.7 hours per Group #1 CME = 113.3 CMEs needed
- Group #2: 26 hours, less 10% variance = 23.4 hours of phone time.
- 2800 hours of required phone time – 23.4 hours per Group #2 CME = 119.7 CMEs needed
From an organizational perspective, the difference between 5% variance and 10% variance is an increase in labor requirement of 5.6%. This percentage may seem small, but extrapolated over the course of an entire year, it adds up. In addition, the extra infrastructural costs such as additional computers and dialer licenses have to be taken into account as well.
It should be clear that some variance, even in addition to what is minimal (i.e. your break) is understandable. We don’t expect employees to delay going to the bathroom until their meal or break periods. However, there are certain things that all of us as a team-minded organization can do together to accomplish these variance and schedule adherence goals.
Step #1 – Be personally accountable for variance.
Maintaining variance within permissible levels is a measure of your job performance, just like your % to goal or your CQ scores are. Typically, once an employee accepts accountability, their variance improves.
Step #2 – Consult with Contact Center Results Management to monitor your variance.
Personally, I love it when CMEs take an active role in understanding and working to improve upon the statistics that measure their performance. If you think you had a very good variance day, ask a member of management to look at the percentage to confirm it for you. Seeing your efforts to reduce your variance bear immediate results is an end in itself.
Step #3 – Honestly examine behavior that is driving up your variance.
Only you can make an honest examination of the things that drive up your variance. Imagine a CME who has a variance of 8%. Variance of 8% is equivalent to almost 40 minutes of time off of the phone in a shift of 6.25 hours. How much of that time is truly necessary? How much of that time is essentially an extra unauthorized, paid break?
Following these three steps can result in great improvements in variance. This will have a positive financial impact for both the CME and company while generating superior customer service and results for our valued clients.
What else need to be said?
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Last week, an air ambulance became the first to carry blood units on a flight.
This service, which was first developed by the U.S. and British military, allows for on-site blood transfusions instead of having to wait for a patient to arrive at the hospital. Transit is achieved through a refrigeration unit called a “golden hour “ box, which can keep four units of O-negative at a steady 4-degrees Celsius for up to 72 hours. O-negative blood is used since it is universal and can be used for any patient. Also, any unused units can be safely returned to the hospital and are still usable, meaning no units go to waste.
U.S. and British military rescue helicopters carry blood units, while civilian services in Australia carry onboard blood units, signifying just how few air ambulances are doing this. Will more continue to follow?
Let’s take a look at a few stats:
- According to the London’s Air Ambulance unit, about 90 patients are bleeding to death when they arrive to the hospital.
- There are about 160 patients who don’t make it to the hospital.
- That is, on average, 250 patients that could have had a better chance due to having blood available on scene!
Imagine the total lives that could be saved!
Image Credit: http://www.stockphotopro.com/photo_of/blood/B095DB/Gloved_hand_holding_blood
At Incept we consider a conversation to be productive when the end result is a stronger relationship. There are many ways to strengthen a relationship with your donor. Below are just a few examples of things you can do in your calls to ensure that your conversation is productive.
One of the easiest ways to do this is by genuinely asking how the donor is doing. This lets the donor know that you care about them as a person, and listening to their tone lets you know how the rest of your call is going to go. The donor may respond with “good” but sound rushed with children screaming in the background. You can strengthen the relationship by asking if now is a good time to talk or if it would be better if we called back at another time. If the donor really is surrounded by chaos, they will appreciate your consideration and respond positively to the next call, during which they will be able to schedule an appointment without distractions. This has also saved you time because you were able to move on to the next call instead of continuing on with the call with many interruptions.
Another way to strengthen the relationship with the donor is by thanking them for their support even when they are not eligible to donate. There are numerous reasons that a donor can be deferred from donating blood, so we want to make sure to acknowledge all of their past support and make them feel good about the lives they were able to save in the past. This will create a positive impression that will stay with them until they are able to donate again. You can even use their donation history as a reference to how many times they donated in the past, and convert that number into the number of lives they have helped save.
Lastly, you can strengthen the relationship with the donor by asking, ” Is there anything else I can help you with today?” after you schedule the donor’s appointment. The donor may need you to give them directions to the center or simply repeat a phone number for them. This is a very simple question to ask, and it lets the donor know that you are here to help them, not just schedule the appointment and get them off the phone as fast as you can.
Now that you have the knowledge you need to strengthen the relationship with your donors, ask yourself at the end of each call, “Was that a productive conversation?”
Image Credit: http://www.inkonit.com/blog/3-ways-to-strengthen-your-relationship-with-customers/
I play video games because, I like to be in control of something.
Whether that be as Mario in yet another castle-crashing plight to save Princess Peach, as Tommy Vercetti running rampant through a Miami-esque beachfront, or behind the wheel of a four hundred-thousand dollar Ferrari rocketing down the track in the latest Forza, it certainly does feel good when you perceive to be in control of something.
If you work in a blood donor recruitment field, being in control of conversations within your job isn’t just something to yearn for; it’s an extremely necessary proficiency to have. Do you occasionally encounter someone who might be upset that you called them? Yes. It happens. Do you get hung up on or rushed off of the phone line at times? Of course. This happens too. Should you be nervous about how to handle these situations? Not at all. With a little bit of quick thinking, empathy and determination you can always end your conversations on a good note.
As a Conversational Marketing™ Expert (CME) for Incept, I can tell you from experience that being in control of your calls with donors does not have to come off as pushy or rude to achieve the overall goal of strengthening the relationship. Let’s take a look at a few situations you might encounter and how to deal with them effectively.
Exercising Conversational Control
- Empathize with what your donor is actually saying.
Empathy is a crucial tool within a CME’s arsenal. Conveying empathy to someone shows you understand where they are coming from. Naturally, people are going to tell you what is going on in their lives, and ultimately they are looking for understanding when speaking with you.
- Dealing with a “runaway” conversation.
Something that is almost humorous – and something that I take pride in – is the fact that when I started at Incept I had only a few conversations with folks that might not have been so inclined to talk to me when they picked up the phone. After a few minutes, however, we were talking like old friends. Good conversations are always awesome to have, but keep handle time in mind. Politely look for the best way to interject in a friendly manner that conveys you are naturally closing the call. An easy example that works is, “And on that note, I thank you for your time. It has been great talking with you…”
- Angry or upset customer? Use LAMA to stay in control.
The LAMA technique is something we’ve talked about before and is an invaluable tool that any CME can use. Remember to listen to what your donor is saying; acknowledge what has been said so your donor understands that you heard their concerns or circumstances clearly; make a statement involving features and benefits that connects to your solution; and ask a question to either find out more information you need to know or to provide the opportunity for your donor to make a choice based upon your statement. This is easily one of the best ways to stay in control of your conversations.
When it comes to being in control, people like to feel like they have the power of choice and control over the outcome of a situation. It just so happens to be that your donors aren’t the only ones that can feel that way. So can you!
What other helpful tips do you have for staying in control of a conversation?
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I don’t want to sound like a broken record, but knowledge is power!
I had a very weird, lucid dream the other night. A lucid dream is a dream in which you realize you are actually in a dream and not real life. Once you realize this, you can literally do anything you want. Having one is an extremely awe-inspiring and mind-blowing experience, let me tell you. In my dream I found myself on top of an 
enormous skyscraper perched at the very edge of the roof. As I surveyed the people on the ground scurrying around and many cars bustling around the streets below, I don’t know how it happened, but I had a revelation that I was, in fact, in a dream. I couldn’t tell you why, but I proceeded to jump off of the enormous superstructure and plunged to the streets below. Just when I hit the pavement of the underlying street, the ground became a trampoline, and I found myself bouncing up into the air roaring with laughter as I jumped around my fictitious cityscape. If I found myself knowing I was in a dream every time I was actually dreaming, maybe I would have more of these pleasant experiences based upon that knowledge.
The reason I bring any of this up to you is the fact that usually people conform to what they know, especially when it comes to the topic of donating blood. Usually, I find that when I am talking with a first-time blood donor, they can be very apprehensive to donating since many folks out there are taking medications for one reason or another. In other cases, many diabetic people do not know that they can actually donate in most cases, depending on their situation and treatment, of course.
At Incept the job of a Conversational Marketing™ Expert (CME) is not just about scheduling appointments. We instead aim to provide the absolute best possible customer service to our donors in the form of friendly education!
I didn’t know I could still donate!
Sometimes people just need to be informed and presented with the facts. Here are three common reasons why people think they can’t donate and why they actually still can:
- I have diabetes. Unless otherwise informed by a doctor, if you are a diabetic, you still can donate in most scenarios! As long as you have it under control through non-bovine-derived insulin shots, oral medication or even diet, chances are you still can donate a whole blood donation.
- I am currently taking prescribed medication. Most medications that aren’t an antibiotic will not defer you for a whole blood donation. In fact, when it comes to medications, it usually is the reason why those medications were prescribed in the first place that would be the real determining factor if you could donate or not. Mood stabilizers (Prozac, Zoloft, etc.) will also not defer you in most known cases either.
- I had a low iron level count when I tried to donate last time. Sometimes when a blood donor’s vital statistics are being analyzed, they can read a little off due to any number of variables – such as outside temperature, physical activity levels of the donor that day, or even something as simple as diet! That is why, if you are a blood donor that does not have a history of being chronically anemic, then a diet high in iron is a choice remedy.
Most of the time when talking with people facing these issues you can always hear the proverbial “light turn on” when they understand they might still be able to donate. Frequently the donor is even willing to give it another shot all because we educated them in a friendly manner.
When it comes to donating blood, everyone is different. If you or someone you know is unsure if you can donate or not, most blood banks do have medical personnel that can tell you definitively. If you are still in doubt, the best thing to do is contact your doctor or heath practitioner.
What are some other examples where having knowledge and education can change someone’s mind about doing something?
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It doesn’t matter who you are or what you do for a living, everyone likes to feel appreciated for either who they are or something they have done.
“The smallest act of kindness is worth more than the grandest intention.” ~ Oscar Wilde
Let’s take a second to investigate and think about the above quote. How often do you have good intentions in mind for someone yet fail to follow through with those intentions? Probably more often than not for myself and many other folks. But have you ever noticed how something so small and simple as a “thank you” can make a positive difference in the way you interact with people?
Not only is saying thank you a decent and mannerly practice to take part in regularly, but in terms of business it can be an extremely cost-effective measure to strengthen the relationship between your employees, your clients, and customer base. It is easy to express your thanks in many different ways, so why wouldn’t you want to? What do you have to lose?
Three Benefits of “Thank You”
Do you ever notice how often you actually say “thank you” on a daily basis? Whether it be to the checkout girl at the store for bagging your groceries, someone 
on Twitter for retweeting your tweet, or even your spouse for making dinner, do you actually mean it when you express thanks or gratitude? Here are three huge benefits that Incept experiences by simply saying “thank you” in different ways to our employees and clients.
- Appreciation can easily increase employee loyalty and work place camaraderie.
I will never forget when I had a phone call with a gentleman in Chicago about donating blood at his local donor center. I must have suggested at least five to six different blood drives that would fit his scheduling needs, yet he was still on the fence about committing to a drive to donate. This was the type of phone call that tested my abilities as a Conversational Marketing Expert™ (CME). Long story short: I ended up getting the gentleman to commit to a date and donate, but after the phone call my boss, Steve Kieffer, came up to me after listening in on it to thank me for doing such an excellent job with the situation. I’ll never forget because he pointed out the positives and was professionally personable. He even rewarded me with an extra break. That was a little gesture that reinforced the fact that I work for a great company and have great bosses who care about my work. That was almost a year and a half ago.
- Saying “thank you” (and meaning it) can increase customer or donor loyalty.
When people feel appreciated for something they have done, they are more likely to do that same action again. When it comes to Incept and recruiting blood donors, we make sure the donor knows they and their actions are deeply valued and appreciated. We do this in the form of a thank-you call in which we thank the donor for their recent donation and ask them to complete a simple, one-question survey regarding their experience. When I’ve made thank-you calls to donors, there have been times where you can hear in their voices the gratitude they’re feeling that you called and recognized them. This increases the probability that they will donate again.
- “Thank you” is an easy way to strengthen the relationship overall with your customers or donors.
Saying “thank you” doesn’t cost a thing, yet the benefits in actually strengthening the relationship between yourself and whomever you are talking to are vast. I say this even knowing that while I pride myself on being a fairly decent performer when surfing the phone lines, I don’t get an appointment on every call. Sometimes people can’t donate due to physical reasons, extremely unorthodox schedules and many other contributing factors. I don’t let the fact that I won’t close out the call with an appointment stop me from providing good customer service and relations, though. I still make it a point to thank them for donating in the past and taking my call. Why, though? Because no matter if you get the close for an appointment or not, we do everything we can to strengthen the relationship with the donor on our client’s behalf. Saying “thank you” is an easy way to leave a favorable impression on them for when we call back.
Do you have someone in your life you should say thank you to? It really is amazing to see (or in my case, hear) people’s reactions when you say those two, simple words and genuinely mean it. What are some other ways you can say “thank you”?
In this life, you really only do get one shot at a good first impression with someone.
I can’t tell you how many times I’ve blown that notion. Whether it be out meeting new women, meeting the owner of a club my band played at for the first time, or even past interview processes before I came to Incept. My extrovert type of personality really does mean no harm, albeit having had my share of garrulous follies, lackluster conversation starters and awkward moments during initial meet-and-greets.
It was Morris Kline, a very prestigious mathematics professor, who once said, “The most fertile source of insight is hindsight.” When I read that quote the vast gates holding back my life’s recollections opened up. Maybe I would’ve said or done things a little differently if I knew more about who I was talking to.
As a Conversational Marketing™ Expert (CME) at Incept, a little investigatory skill can go a very long way when it comes to mentally tailoring a personal conversation with a blood donor. Quite frankly, one of the biggest things I enjoy about my job as a Conversational Marketing™ Expert (CME), and speaking with blood donors, is the fact that each conversation really is different. Of course, we have our scripts and promotions that we diligently adhere to during our on-the-phone orations, but I’ve always thought about how I could reinforce those points with the people I talk to in a way that can make it more personal. That’s where we cue the online scheduler as a conversational tool.
When we schedule blood donors across America to come into their community blood centers and donate, we almost always have a Donor Profile that includes invaluable information, such as blood type, how many times a donor has donated, what their preferred donor center is, and even the specific type of blood donation that donor has performed in the past. Presto! The Donor Profile really acts as “instant” hindsight available to a Conversational Marketing™ Expert (CME). More so, it’s interpretations during a call can make a world-class difference in the professional and personal attributes that result in a quality recruiting phone call.
Let’s take a closer look at the different benefits of using a blood donor’s history and profile in our online scheduling system:
- You can gear your conversational approach based upon a donor’s age.
We speak with many different kinds of people on a daily basis. Some are teenage donors who tend to donate at their high school, while other donors might be elderly and donate at their local community hall. Regardless, on the donor’s profile we can see a date of birth. This might seem insubstantial, but on the contrary, it can give a Conversational Marketing™ Expert (CME) a good idea of what kind of tone and inflection to use, depending on the person we are trying to talk to.
- You can see what type of blood donation a donor does.
When it comes to blood donations, there isn’t just whole blood. Some donors will consistently come back to do an automated red cell donation or platelet donation. When we can already see that Mr. Jones has donated red cells four times in a row since he’s been donating, we can make the call seem more personable and friendly by asking if he’d like to contribute another donation of the same type. Or in the opposite case, if a blood center needs red cells or platelets of a certain blood type and we see that a donor does not have previous experience donating an automated style (apheresis) donation, we can take the time and opportunity to educate and inform them about the process and how it works.
- You can see the location where the donor usually donates.
People are always much more inclined to go to a place they have been to before. With a blood donor and their profile, we can see each time they have donated and where exactly that donation took place. If someone has donated five times at their local center over the course of two years or so, generally speaking, they are going to be more willing and inclined to donate again at that location if they are asked! Having this knowledge handy means you can have the center hours up already with times available for the donor to choose, making this a very effective technique. This can also work with local businesses, churches and other mobile sites that host blood drives frequently.
- You can see how many times a donor has donated.
Above all, even if we don’t get the appointment, we always aim to leave each donor with a favorable impression following every call. Usually before even talking about scheduling, I always try to thank the donor for how many times they’ve donated. I’ve seen everything from just one donation to over one hundred donations! This number gives you a good idea of how committed a donor is to donating blood, giving you a good idea of how knowledgeable they are about it and what you need to tailor your approach with them.
Those are just a few examples of how realistically helpful viewing a donor’s profile and history can be. It’s astounding how the online scheduler isn’t just a tool used literally – to make appointments; it is also a tool that we can use to treat each donor like an individual, not just another phone call. What are some other situations in which having prior history beforehand is generally helpful to you?
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