I wanted to take a moment to share several, quick coaching tips to help everyone in their calls this week. Hopefully you can implement them and see better results:
- Second Attempt: I understand that you may feel as if your coaches or supervisors sound like broken records with regard to second attempting, but it is for good reason. Second attempting is one change that will have the single biggest effect on your stats. Adam, one of our data analysts, found that those who second attempt consistently perform an average of20% better than those who do not. I am sure many people would like to have their stats increased by 20%!
- Use empathy and understanding in your pitch. If you understand the donor and are conversational with them, rather than stilted or frustrated, you will see a better return from your efforts. Remember, the person on the other end of the phone is a human – just like you – and deserves treated with respect even if they are not treating you with respect. Rather than trying to force the donor to come in and give blood, try explaining the need and why their help is important!
- Use LAMA (Listen, Acknowledge, Make a statement, Ask). When you are stuck in a place where you are unsure of what to do, make sure you use LAMA. If you are not sure what to say, how to say it, or how to overcome an issue, start with the first step: Listen. What exactly is the donor saying? Then move on to the second step: Acknowledge. Acknowledge that you understand what the donor said. Try Making A Statment that starts with “I understand,” and agree with them. Next, you make a statement. This statement should explain how you can help them, what they can do, or contain a rebuttal for why they can still donate. Finally, follow up with Asking A Question. Ask a question to move the conversation forward such as: “What day is best for you?” or “Are you familiar with that?” Even if you are not rebutting, LAMA is an important way to move the conversation forward while letting the donor know that you hear and understand them.
Hopefully these tips help you in your calls, and if you have questions about anything, make sure to see a coach or supervisor!
For more information about LAMA, please visit McKee Consulting LLC