Listen Up

Amanda Cavanagh
Director, Research and Business Development

I was asked once what the most important thing a salesperson must do to be successful.  My answer caught them off guard.

It is not to blueprint the need.  It is not to identify the technical buyer.  It is not even negotiating the best price.

The most important skill is the ability to listen.

As a business development and sales strategist, I listen to our customers and incorporate their thoughts into the design, development, and implementation of long-term care programs.  I talk with prospects, email customers, engage with thought leaders at conferences, and collaborate with internal teams. 

We also listen to our consumers.  This means more than just customer service and community outreach.  Every time sheet iLIFE processes is a window into a person’s life.  They show us their successes and struggles, the care they’re getting, and the additional services they need.  Time sheets can also tell us what’s working and what isn’t.

But that’s only part of the process.  States, federal agencies, advocacy leaders, and Medicaid program managers need to listen to these stories.  Self-directed programs have a commitment to help consumers get the care they need.  They tell us what we need to know to deliver quality services that provide solutions to their needs.

During my career, I have learned that, in many regards, we all speak a different language.  However, we all listen for the same reason.  We want to be understood.

Take the time to listen to all the people you serve.  No matter your role in long-term care delivery, listening will help you better understand the programs and people you serve.

Website: iLIFEfms.com

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