Honesty has always been the best policy and the healthcare industry is not an exception to that. With our decade old experience interacting and developing relationships with healthcare facilities and workers, we could not agree more with this statement. Considering how most of our interactions are regarding our solutions and the services provided, it is no surprise that our key factor for success is providing our clients with as much support as possible, and that includes being honest with them during such interactions. With that said, it would be misleading if we, at PolicyMedical, claim that we may be the perfect match for every healthcare facility and that our solutions are the answers to every organization’s problems, as it is impossible for us to be able to cater to everyone’s needs. Hence, we realize that there may be other vendors that may provide a better match; however, we’ll let you decide.
In one of my previous articles, What Customer Support To Expect For Policy Management Troubleshoot, I talked about how openness to finding support material is indicative to a company who is, at least somewhat, open and transparent. When a company is open and transparent, for the most part, they are also honest and understanding of their clients’ and employees’ needs. Honesty is probably the most important part of any business, and healthcare is no exception. Previously, the sales went to the people who wined and dined you the most over the course of the purchasing period. Now, with access to more information and choice, we no longer look for the ones that are going to wine and dine us, even though it is nice; but instead we look for those who are going to be the most honest and transparent.
We’re no exception to the fact that sales persons will sometimes say and agree to things that are not complete, not yet developed, or worst of all, not possible. We, to this day, still have clients who come to us asking when features will be available that were promised to them in the sales process 4-5 years back and even after the sales team member on that account has long since left the company. Thankfully, our client interactions team, are able to properly address these concerns with the clients and with sincerity and honesty let the clients know if their promised feature is on the development roadmap or if the feature is not possible.
There are few things as bad as being misled during a sales process but one of these things is being misled when requesting support. Again, we were not always completely honest when talking to clients for their customer support, whether it be issues that were found, feature requests or feature enhancements; we used to give the, “this is a great idea. I’ll talk to our development team to see if this is possible” for all requests, even the ones we knew were not possible. This practice has long since changed. I, personally, cannot recall the last time that we informed a customer that their idea was great knowing full well that the idea would not be possible. This is not to say that we don’t sometimes underestimate the complexity of an idea and have to inform our audience members that their idea, despite the fact that initially we thought it was possible, is not possible due to these set of reasons.
In conclusion, if our team tells you something in marketing material, a demo, a kick-off call, an implementation call, or a support call it is said with complete honesty and transparency. We’re not here to hide from our audience members, we’re here to be open, honest and transparent, to help our audience members get the most out of our, or another, policy management software.
At PolicyMedical, we strive to provide our clients and potential clients with information that is as transparent as it can get. We recognize the fact that true and lasting relationships can only be built on honesty, and ignoring this fact may have adverse affects on our clientele. Therefore, our intentions are to maintain our honesty and to build meaningful and lasting relationships throughout the healthcare realm. However, it would be our duty to mention that we may not be able to cater to every healthcare facility’s needs and that there may always be another vendor that may provide a better match. Regardless, we are more than happy to help you come to a conclusion, even if it means another vendor is the way to go. Please, do not hesitate to contact us. Alternatively, you may book a free demo to see our solutions in action.