Stow, MA (PRWEB) June 27, 2008
"Meeting the needs of two diverse types of customers is a unique challenge requiring a company wide commitment to superior service" advised Shelley Hall, leading sales & service expert and Principal, Managing Director of Catalytic Management (http://www.catalyticmanagement.com) in a keynote speech at the annual meeting of Clinical One, a healthcare staffing firm with offices through out the US and overseas. Hall agreed that Clinical One "is correct in viewing the nurses they recruit and the hospitals they serve as customers, despite the sometimes conflicting needs of these groups." To insure that the needs of diverse customers are met, Hall recommends "mapping your sales process, and in this case the recruitment process, to identify critical touch points and to uncover where steps in the process work against delivering fast, concise responses to customer needs and requests."
Clinical One turned to Hall and Catalytic Management to address their entire company on the importance of service quality and the need for team work. Hall explained that "working as a team is vital in a company like Clinical One where communication across departments is critical to understanding a customer's needs and to developing the right solution for that need. Recruitment must address the desires of their customer, the nurse, while the Account team must respond to the needs of their hospital clients. Open, honest and timely sharing of information is essential if the company is going to be successful in delivering superior service."
Hall applauded the efforts of the management team at Clinical One for its commitment to superior service and "especially for their focus on measurement. Too many companies think they deliver great service, but Clinical One can prove it with metrics and standards of service that truly drive results". Clinical One is a member of the Vedior Group of companies, the third largest international specialty staffing organization, serving 18 distinct niche sectors through more than 2,300 offices in 44 countries.
An active thoughtleader and speaker on the subjects of accelerating business growth through sales effectiveness, customer loyalty and process improvement, Halls has published dozens of articles for such major business journals as Business Performance Management Magazine, CEO Refresher, The Handbook of Business Strategy, Women's Business Journal, ManageSmarter and many more.
For more information on Shelley Hall and Catalytic Management's customer focused consulting, including an archive of her bylined articles, please visit http://www.catalyticmanagment.com.
67 Edgehill Road
Stow, MA 01775