It is going to happen. We all run into it…an upset donor!
There will be times when making blood donor recruitment calls where we contact a donor that had a previously poor experience donating, or we unintentionally interrupt a donor right in the middle of their favorite show. Whatever the situation, it is our job as Conversational Marketing™ Experts (CMEs) to handle the call properly and do what we can to change the situation for the donor.
Here are some tips on how to accomplish that:
- Maintain a friendly tone. Maintaining a friendly tone will prevent the donor from becoming even more upset. This will also make the donor feel at ease and may even make them realize that they sound ridiculous if they raise their voice.
- Do not get defensive. Keep in mind that the donor is not personally upset with you, you are just the person that they came in contact with. In most cases, they just want someone to listen to them and feel that their concern is being heard.
- Offer a sincere apology. Use empathy, and let the donor know that you are honestly sorry that the situation they are upset about occurred. Tell the donor that you understand their concerns and that you can see why this would upset them. Be very careful not to take their side or say anything that would reflect badly on the client. The best thing to do is remain neutral and apologize.
- Offer a resolution. Once the donor has had a chance to voice their concerns, summarize the concern and follow through with another apology. Once you have done this, let the donor know what you can do for them. If it is not something you can handle, let them know that their information will be given to a supervisor.
Using these tips the next time you reach an upset donor will help the call flow a lot better and make the donor feel like their concerns were heard and not ignored.
What additional tips do you have for handling a call with an upset donor?
At the beginning of the work week, how easy is it to find yourself in that “Office Space” kind of mindset?
Trudging into work with your personal autopilot switch already flipped to “on” is, without a doubt, all too easy of a routine to get into. But think outside the cubical in terms of what you really do on a day-to-day basis. Having a job – or even a career – at its roots is how most of us make a living. However, beyond the paycheck, what do you take away from your occupation?
The reason I say this is because, quite simply, life is too short to have a never-ending case of the Mondays.
At Incept, our Conversational Marketing Experts (CMEs) have a purpose that certainly goes beyond their paychecks. They save lives through conversations, and that fact is reinforced the very moment training starts. In one year’s worth of employment at Incept, a Conversational Marketing Expert (CME) can save more lives than any fireman or policeman will save in their entire careers of service – and I say that with the utmost respect. One whole blood donation has the amazing ability to save the lives of up to three people, or at the very least make the lives of those people better. It really is because of the many meaningful conversations that take place every day at Incept that we are able to accomplish not only our goals for our clients and our own company, but make a real-world difference for an individual in need.
I can’t tell you how many times I’ve called someone, as a Conversational Marketing Expert (CME), and have had a genuinely great conversation with the donor I’m speaking with. The number is simply countless. But why? Because I believe in what I do. I believe in donating blood and the life-changing effects it can bring to someone’s life. I believe in giving our donors the best customer service experience possible. I believe in Incept’s drive and leading ingenuity within our industry. I believe in my fellow coworkers and value my comradeship with them. I believe that even if I only schedule one person to donate on a given day that I have still made the world a better place before I clock out for the night.
Now, granted, every employer is different. Every occupation brings its own challenges to the table, as well, but that doesn’t mean you cannot look for purpose in anything that you do. I implore you to literally take an approach to treat everyone as your customer in whatever it is you do. Remember, no matter what job you have, no matter if it is a Monday or not, search for the meaning and purpose in your job. Chances are you have a bigger purpose than you really think!
What is something meaningful you take away from your occupation?
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More often than not, when you need help with something, you need help with something specific.
In the case of blood banks and blood centers across America, that specific need is always changing and varying on a day-to-day basis. One day a blood center might be in critical need of A+ platelets, and the next day it might need as many B- red cell donors as possible.
This gentleman is doing a "Double Red Cell" donation.
When it comes to blood donor recruitment in the shoes of an Incept Conversational Marketing Expert (iCME), we don’t just recruit for whole blood donors, but also all the different kinds of apheretic donations. These donations include, plasma, platelets, and red cell donations or even “split” donations where half of the amount collected is platelets or plasma, and the other half is red cells.
But how do you go about converting a regular whole blood donor who has never attempted to try one of the above types of donations? Here are some of the methods that an Incept Conversational Marketing Expert (iCME) uses to convert whole blood donors to red cell or platelet donors as well.
- We help the donors understand the importance of red cells and platelets needed.
Sometimes people just need to understand why we are asking them as blood donors to do a different type of donation if the need arises. In the case of red cells, red blood cells carry oxygen through the body via the blood stream. In the event of trauma situations such as car accidents or surgeries, the oxygen from those red cells is what keeps your brain alive and functioning while you are treated. In the case of platelets, also known as white blood cells, their job is to fight off infections or sickness within your blood stream, and they play a vital role in a healthy immune system. When cancer patients go through chemotherapy, the radiation does not spare their platelets. Chemotherapy, while effective, can leave a patient very open to foreign illnesses and susceptible to getting sick.
These are just a few reasons why we ask donors to consider their donation choice:
- We thoroughly educate the donor about the process.
I remember when I ordered my newest bass guitar. I researched and learned about it all I could before ordering. The same kind of concept goes into when we convert whole blood donors to apheresis donors. We want to educate them about the process if they have never done it before. Really when it comes down to it, there are only a few differences when it comes to the donation process. You usually get a slightly smaller needle, so it’s generally more comfortable. With double reds you are only eligible to donate once every sixteen weeks, as opposed to once every eight weeks, so you also save time donating. You get saline placed back in your body during the “return” process when you get your other blood components back, so you are more hydrated and you are not leaving a full pint low. These are just a few of the benefits associated with a double red cell donation.
- We don’t just ask a donor to consider a red cell donation, we invite them to.
When recruiting blood donors, us Conversational Marketing Experts (CMEs) at Incept realize that most of these people have been asked consistently and constantly, over and over again to donate. We take a different approach by not asking them, but inviting them back to consider donating red cells or platelets. I know what you are thinking, “You’re still asking them. You are just phrasing it differently!” Yes and no. While we are still asking a blood donor to donate, by inviting rather than asking we are literally making them feel that they are more than just a blood donor. They are a valued individual whose time spent donating is appreciated just as much as the actual transfusable product. Inviting them back to donate, rather than just flat-out asking, also enables us to encompass the many great benefits of a blood center’s donor loyalty program or other special promotions as well!
Next time you donate blood, if you can, think about trying out a red cell donation or even a platelet donation. If you are still feeling a little unsure, no worries! We’ll help out in any way you can.
What questions do you have about red cell, platelet or plasma specific donations?
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Ah yes, the holiday season is in full swing. This is easily one of my favorite times of the year.
No matter how old I get, I still love ripping into presents on Christmas morning. I always watch as much of A Christmas Story as I possibly can, and let’s just say don’t get between me and my honey baked ham if you want to keep all your limbs!
But no matter what time of year it is, the need for blood is always there. Each day in America, just to refresh your memories, about 38,000 blood donations are needed for patients, and currently about seventy-five percent of Americans will need a blood transfusion at one point in their lives. With those kind of statistics it is always important to remember to donate if you can during the holidays. Let’s take a brief second to review the reasons why blood donations are typically needed with more urgency during this awesome and festive time of year.
- Local high schools and colleges are typically on holiday break.
The American Red Cross receives about twenty percent of all of its blood donations from high school and college students! Needless to say, when high schools and colleges across the nation go on holiday or winter break it really doesn’t help the efforts of local blood banks and centers trying to keep their own respective blood supplies at safe levels.
- As holiday travel increases so do accidents.
Around the holidays from Thanksgiving through New Year’s in the United States, traffic increases on roads by anywhere from twenty-three to fifty-four percent! That is mind-boggling! Of course, when you put more people on the roadways together there are bound to be more accidents, and that is usually what happens. Blood is crucially needed for these types of situations, especially red cell donations for trauma situations and emergency surgeries.
- Many people feel they are too busy to donate!
We all know the holiday season is a very hectic time for many people – myself included. Many good folks, and even many regular blood donors, are trying the best they can to gear up for the in-laws, get the kids those special gifts and make sure the decorations are hung with care in anticipation of festivities. While all of this maybe true, once again, the need for blood never takes a holiday. That is why right now at Incept, as a Conversational Marketing Expert (CME) recruiting blood donors, we want to be as gentle (yet as assumptive) as we can to kindly get blood donors into their local donor centers to donate.
These are just a few of the main reasons why around this time of year your help is definitely needed. Just think of what one blood donation could do for someone else! Who knows, you could be helping someone’s family member be able to celebrate another year with them just from one whole blood donation. Plus, this is definitely a deed that is worthy of being put on a certain fat man’s nice list. So what is stopping you from donating if you’re eligible?
What are some other reasons that blood donations are slow during the holidays?
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When it comes to a few things, I’m not a very picky guy.
I enjoy pizza either in plain cheese form or loaded sky-high with toppings. When it comes to my love for automobiles, I can appreciate a car with fine lines regardless of the origin of make or model. Even down to my music choices as of late, I don’t discriminate between Marvin Gaye, The Misfits or Armin Van Buuren; just let the track play and the grooving commence. But when it comes to the wide world of Hematology (the overall study of blood), blood type is something where a certain sense of fastidiousness is definitely needed!
Overall, there are eight different blood types: A+, A-, B+, B-, O+, O-, AB+, and finally AB-. Blood type is something almost like your eye or hair color. You quite literally inherit that type genetically from your parents. Blood type is something that is crucial in medical emergencies and other situations, due to the fact that administering the wrong type of blood during a transfusion can result in uncompromising effects on the immune system. Knowing your blood type isn’t only extremely helpful for medical reasons alone, but as a blood donor you will know if it would be more helpful for you to do a whole blood donation or possibly an apheresis style donation.
Let’s take a quick glance at a few cases where blood type matters!
- Soldiers on the battlefield have their blood type labeled on their identification tags.
I was watching an interesting show on the Science Channel called Oddities. It’s a show about an oddball and, dare I say, avant-garde kind of shop that specializes in all sorts of weird and interesting, time-period-specific collectables that you wouldn’t normally see in most antique shops. In this episode particularly, there was an artist interested in purchasing a blood transfusion kit from World War I. Whenever a solider was injured to the point that they needed to receive a blood transfusion, they could quickly identify the type needed and perform the transfusion – literally straight from the donating soldier into whoever would be receiving it! A lot of donors I talk to while on the phones at Incept, usually donate while out and about. But talk about donating on the go!
- Different ethnic cultures have varying percentages of certain blood types.
Depending on where you are from or what your cultural background is can have a lot to do with your blood type, believe it or not. 
Blood centers and blood banks during times of shortages will even gently request that people of certain ethnicity donate in order to stabilize supplies of specific blood types. In America, Caucasian donors make up the highest percent of donors with A+, while Hispanic donors usually make up the highest percent of O+ type donors. People of Asian dexcent have the highest percentage of B+ blood donors.
- What does it mean to be a Universal Donor or Universal Recipient?
You might know or have heard that the blood type O- is the type of blood that, regardless of the type of blood the recipient has, can be accepted by everyone during a transfusion therefore, making them the universal donors of donating. When it comes to individuals who have AB blood types, they are the only ones able to receive transfusions of AB blood successfully, yet can still receive all other blood types making them the only universal recipients. The deciding factor: antigens (anything capable of inducing a reaction to our immune systems), which are proteins found on our red cells tissue and membranes. Really it’s the kind of antigens (if you have any even) and antibodies in your plasma that will determine which blood type you can receive.
We’ve just scratched the surface of this topic, since Hematology is quite an intensive field of study in medicine. Regardless, what other cases can you think of in which blood type matters?
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While out scouring the airwaves and surfing the dialer board for blood donors – as not just a blood donor recruiter, but a Conversational Marketing Expert (CME) at Incept - one of the things I learned very quickly about donating blood was how it can save the lives of up to three people. At the very least, a unit of blood is enough to make the lives of three people who need it more comfortable.
Whenever I try to describe the amount of blood taken during a simple whole blood donation, I often compare it to a small juice box or carton of chocolate milk. I say that because, when first time donors think of giving blood, usually I can hear the apprehension in their voices as they give the impression that they are visualizing an enormous amount of blood is going to be taken. In reality, like I said above, it is just 500 milliliters of blood or, for comparison, just about the size of a small box of juice.
What is stopping you from donating?
Even though donating blood can consist of taking time out of a day off from work, donating blood between classes, driving to the donor center and many other small steps before an actual donation takes place, the thing that last on beyond all those steps is the fact that someone is being helped as a final result of all the efforts made.
A whole blood donation is quite possibly one of the easiest blood donations one can do. It is called a whole blood donation because every part of the blood is taken and nothing is initially divided or separated during the donation process, you literally are donating it in whole form. When it comes to red cells from that donation, those can go to help people who are going through surgeries or victims of trauma situations, as a red blood cell’s main function is to transport oxygen from the lungs to cells all throughout our bodies via our blood stream. The plasma that is donated can also go to a wide variety of patient needs. Plasma-derived therapies create treatments for a range of rare and oftentimes genetic-based diseases, including hemophilia, primary immunodeficiency, and alpha-1 antitrypsin deficiency, as well as other medical conditions such as burns and electrical shock. When it comes to platelets, patients who need them most are generally undergoing chemotherapy or an organ transplant and have weakened immune systems and aren’t able to fight the illness as adequately. Platelets‘ (also called white blood cells) main objective is to take out foreign germs, viruses and other infections that can cause sickness. That is why when they receive platelets in the form of therapeutic treatments their lives really are improving because someone donated.
The above are just a few examples of how one simple whole blood donation and a little less than an hour of time can drastically improve the life of someone. When it comes to supporting blood donations I think I’m going to start bringing back the mantra:
If you haven’t donated – or it has been a while – what’s stopping you?
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“Fear doesn’t exist anywhere except in the mind.” – Dale Carnegie
Stacey stormed down her apartment stairs in a frantic, frenzied matter full of commotion. Reaching into her pocket and quickly pulling out her cell phone, the quick gasp and bewildered look on her face were enough to convey an urgent sense of tardiness. Rushing down the rugged sidewalk towards her car, she started to feel a sense of apprehension about what lay ahead in the next hour or so. But, hastily, she climbed into her hatchback and pressed onwards.
How do you overcome your fear?
Stacey suffers from a phobia but not just any phobia. She has been dealing with Trypanophobia (the fear of pins/needles) for a while now, but was inching closer and closer to fully embracing and conquering her fear. Shots as a kid were always horrible. She even seemed to stare at her own grandmother with cautious perception while she knitted. Whatever the root cause, Stacey was absolutely horrified of needles.
It wasn’t until she saw that her college campus was holding a local blood drive that she decided she had to donate. She ultimately couldn’t keep living in fear of something so small… well, not small to her anyways. You see, Stacey’s mother was recuperating and in remission after an enduring battle with breast cancer. She reminisced about the times where she thought her mother wouldn’t make it and remembered hearing about how many platelet and red cell transfusions her mother constantly had to undergo in dealing with the effects of chemotherapy. So after her photography class one day when she saw a flyer promoting a blood drive in the nearby student union. Something inside her just clicked, and she knew it was the right way to not only conquer her fear but give back to someone who might be in the same situation her and her family once were.
As she pulled up to the student union, the caterpillars that were churning in her stomach earlier had gone through their metamorphosis and were now over-sized butterflies flapping up a good amount of anxiety within Stacey. “What if I pass out? What if I get scared and nervous and throw up? What if it is more painful than I expected?” she thought, frightened and aloud. She was so close though now, she just couldn’t give in to the fear of a tiny needle poke.
The last time Stacey felt this nervous she couldn’t remember. After making her way inside, filling out a detailed health questionnaire and having her vital signs checked she was on deck to donate blood for the first time. A smiling woman in medical scrubs came over. “Are you ready, dear?” she politely asked. Stacey just nodded her head and was lead to an open chair. Her pulse was pounding so loud at this point. She even heard one of the English professors in attendance start to quote The Tell-Tale Heart. The nurse who had led her back approached once again, this time with the dreaded needle in hand ready to extract Stacey’s blood. “You can look away dear. This won’t take long at all. I’ll count to three,” she said. Stacey instantly grimaced and covered her eyes, looking in the opposite direction. She was so scared she didn’t even hear the nurse count. “Is it in yet? I’m ready,” Stacey said, her hoodie’s sleeve still covering her eyes.
As she looked down and saw her left arm with the needle in it, she came to terms with things. “I thought you said you were going to count to three?” she asked the nurse. “I did! You didn’t hear me?” the nurse laughed. It was nothing like what Stacey expected – just a poke for about a second, not a huge gaping wound or a bout of excruciating trauma. It was nothing but a little, tiny, almost pain-free pinch. Stacey thought it was even crazier how fast the process was! She donated whole blood and was done with her donation in about ten minutes.
As she walked out of the makeshift donation area, she started smiling and almost blushed, as she thought herself quite silly and yet proud for overcoming her fear head-on. The best part wasn’t even the free Chipotle gift card she got from donating but the fact that she was going to help another girl’s mom going through breast cancer to beat it. To her, that was awesome.
It goes to show you that sometimes the fears and misconceptions we carry about things are really nothing more than smoke and mirrors.
We are having a blood drive here at Incept today! However, aside from just donating blood, tell me about a time when you had to overcome your fear and face it head-on? Did you resolve your fear? What did you learn?
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If you ask a blood donor when they started donating blood, a lot of them will tell you that their first
Like most teenagers, whenever a blood drive came to Minerva High School I was more than happy to sign up!
donation was at their high school blood drive.
Why there? Let’s be honest. While it’s always a good feeling to help out, when you’re that age the real reason you sign up for a blood drive is because it gets you out of class for an hour or so.
I know this, of course, because I was one of those kids.
Oh sure, I liked knowing that I was helping someone out somewhere. But mostly, I wanted a good excuse to skip Algebra and the first few minutes of Gym. It’s been more than five years since I graduated, and I’ve been donating regularly ever since.
What is it that keeps me going back for more, you ask?
After graduation, I went straight into nursing school, and the first class I signed up for was Anatomy and Physiology. Our professor was a huge advocate of donating blood and encouraged that same passion in his students. I learned a lot in that class, but the lesson that stuck with me the most was how much of an impact one blood donation really has.
One blood donation has the potential to help three people. By centrifuging that one pint of blood, doctors are able to use the plasma, platelets and red blood cells separately to treat their patients. If you’re anything like me, hearing that each blood donation is practically a three-for-one deal, you might think that we must not need to donate terribly often to keep the blood supply at a safe level. On the contrary, you’d be amazed at how quickly hospitals go through blood.
On average, 50 units of blood are used to treat victims of car accidents, whereas someone undergoing a bone marrow transplant might use 120 units of platelets and 20 units of whole blood. It might take several blood drives to collect enough blood for each recipient, and nine times out of ten the blood someone receives comes from donors in the recipient’s area.
I’ve been fortunate enough that neither I nor a loved one have ever needed a transfusion, but after seeing how quickly hospitals go through blood and how few people actually donate, how could I not want to help out?
I may not get to skip class anymore, but I still like to give blood whenever I can. Additionally, through my work at Incept, as a blood donor recruiter, I’m able to help other donors find blood drives in their area. It’s something in which I believe very strongly, and I try to pass that enthusiasm on to others. I guess you could say that I went from being a blood donor of convenience to a donor of dedication.
What made you start donating blood?
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About the Author: Hi, my name is Jeff Wein. I am a Conversational Marketing Expert (CME) here at Incept. Over the last year that I have been with the company, I have proudly held the title of Top Lifesaver for four months. I was able to share one blog post back in January, and I just wanted to share a few tips of the trade from a standpoint of six more months down the road.
We all know when it comes down to phone calls, they can get monotonous. So we have to strive to break up the monotony. I try to make it not so repetitious by making each and every phone call a personalized experience for the donor to whom I’m talking. I do this through active listening, accompanied by good use of the tools provided. Really listen to what your donors are telling you, because doing so equips you with the ability to custom-tailor your responses to the specific situation. This will also reassure your contact that you are listening to them and care about what they have to say.
When I referenced “good use of tools” above, I mean using the donor profiles to their maximum potential. You can really learn a lot about your contact and their habits – like how often, what time, and where they like to go. Even with some of the campaigns that offer point-system programs, you can see if they’ve ever gotten anything from the online web store, which can be a conversational piece in itself. For example:
“Oh, I see you picked up a gift card to ___________. That’s great! Your current point balance is __________. You’re already on your way to your next reward and/or eligible for another!”
This is typically going to make the donor ecstatic. Again, if they haven’t heard about it, they probably are going to have a couple of questions for you, so arm yourself by getting familiar with the program (check your ‘F10′ screens for promos and program info). Familiarity will pay off.
Oftentimes, you may have donors thanking you as you’re getting off the phone. I’ll admit it, that’s a great feeling. If you run into a question you’re not familiar with or not sure of, don’t be afraid to refer them to a main number. They’ll be able to answer any questions they may have.
Another important factor is tenacity. Without it, we’re not really doing our job like we should be. But almost everyone is indecisive at some point. You almost always have to reason with a donor. I don’t think many people just like to say “yes” the first time. So it’s essential that you second-attempt your contact because just asking that second time may be enough to get them to throw a time and date out that may be able to work.
I always try to throw something out there for when my contact seems to be “on the fence,” so to speak. In this situation, I’ll just throw out a “it can really help out the center a great deal just if we could get you down for a time and day you think will work.” Then you have a good handle on what kind of staffing needs will be necessary for a given day. And, of course, it’s important to let potential donors know that CMEs can always give them a call back the night before just to ensure that the time and day will work out. I think you may just be surprised how persuasive that little line can be. I mean, think about it. Your donors are people who already like to help others, or they wouldn’t be donors.
There are different tips and tricks, and all of us could probably go on about for days. Nonetheless, I just wanted to share a few of them with the masses. If you have any questions on how to approach something in a call and think I could help, please just ask. You can also talk to your supervisor or coach; they’re always chockfull of great ideas.
We always talk about the newest breakthroughs in the medical field, but we tend to think of the newest medicine for this or the best new surgery for that. What about the technology that makes medicine possible, though?
We’re starting to see some major innovations, especially where blood and the circulatory system are concerned. We’ve had breakthroughs in everything from diets based on your blood type to innovative attempts to create a substitute for human blood. However, there are still many more amazing new “inventions” just waiting to be uncovered.
Blood-powered turbine.
As a society, we’ve become very concerned with cleaner energy sources, and while the turbine has been around since the late 1800’s, none have ever been powered by blood until now. Swiss researchers have invented a tiny turbine that uses our own circulatory system to produce energy. While this may seem strange at first glance, this nifty little contraption could be used to power pacemakers, drug delivery pumps or other medical devices that need batteries to run. The turbine still has a way to go before it’s ready for use, but once it’s finished it could have a huge impact on the advancement of internal medical technology.
Knowing one’s blood sugar level is very important to someone who has diabetes. Currently, you have to test your blood a couple of times every day by lancing a fingertip and placing a drop of blood into a blood glucose meter. What if there was a way to avoid that?
In Cambridge, Massachusetts, researchers are working on a specially designed ink that will change
colors depending on your blood glucose level. Tiny nano ink particles are tattooed under the skin and react to the amount of glucose in your bloodstream. If your glucose levels are normal, the ink stays orange but should your glucose level drop, the ink will turn purple. If your glucose level climbs above normal, the ink turns yellow. It’ll still be at least another two years before the ink is ready to be used on humans. But once it is, keeping an eye on your blood glucose levels will be a snap.
These are just two of the new inventions that will be becoming available to hospitals and doctors offices in the near future. Who knows what else is in store? What do you see being the next big innovations for the medical field?
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