DINE + DEMO Running an Event Morning of the Event
Be at the professional’s office 2–2.5 hours prior to event. You will need anywhere from 1-2.5 hours to pre-program: – If you allow 1 hour, you will need to be highly efficient, and can have no distractions for you or the professional. For your first events, leave 2-2.5 hours until you develop a comfort level around the amount of time required. – Remember that the dispensing professional will likely get distracted with phone calls, walk-ins, etc. – It is essential that the professional programs the hearing aids with you and that you do not do this for him/her. This is part of the experience and learning we bring to the professional with this program. – Talk with the professional about his/her patients during the programming session. It’s best to get a bit of insight into each patient’s personality, psyche, persona — so when the opportunity arises, you know who you might best call on at the restaurant to make a comment to the group about their experience. Use your expertise on programming the devices. Some PEMs use Master Program in Program 1 and the TV Program in Program 2, which is good for meetings (and, at times, if required, Audibility Extender). The more you know about the patient, the better you can pre-program for that individual the morning of the event. Take care of the patients’ and the demo hearing aids so there are no mix-ups or losses. Develop your own system or use the ideas below to get started: – Mark demo aids with a small dot with a number. Consider an (optional) audiogram card for each patient complete with their name, their audiogram and the number of their demo aid(s), once programmed. Put the patients’ hearing aids into separate Ziploc baggies together with optional audiogram cards and programmed demo aids. – Use the box (with dividers) that our hearing aids come in, and put a slip of paper with each patient name in the little compartment. – Use a customized Widex small black bag or the professional’s office bag. Put the patients’ names on the bags. If you choose to print name badges (recommended), make an extra and put that on the bag. This option is more professional than a Ziploc bag.
You should be at the venue ½-1 hour prior to the event, to make any last minute changes requiring accommodations, review the schedule with the restaurant staff and server, and begin to greet patients who arrive early.
The Main Event
While at the event, the Widex RSM helps steer the schedule. Help with the “meet and greet” at the beginning, and help patients to get settled as the dispensing professional and staff member are fitting the patients, and the PEM is preparing his/her discussion. The RSM also handles any issues that arise during the presentation. While at the event, watch the kitchen and ensure the server is bringing the food out in a timely manner (you can’t have people sitting around for 45 minutes after the presentation, waiting for food). You also attend to individual patient needs and questions as they arise; in some cases, there are many questions from individual patients. You will need a computer with NOAH and CompassTM GPS at the venue (it may be necessary to run a feedback test or modify a fitting on site). You will also need ear-tips, extra wires of all lengths, and may need to change tips and wires for some patients. If the professional doesn’t have a laptop with the patient information for all attendees, then you simply need to connect and read the info from the pre-programmed hearing aids using your computer to make changes. – Consider having patient NOAH files on your computer (or a hard copy of the audiogram in the event of a catastrophic failure of devices), in case you need to start a quick first fit from scratch. Widex staff helps the account greet the patients. The professional and their staff are responsible for fitting the hearing aids to the patients. Ensure that the professional has at least one other staff member at the venue to assist with fitting hearing aids. When they take the existing hearing aids from the patient, place them in individual baggies, Widex bag, or box with dividers and patient names.
DINE + DEMO Running an Event
Patients should be talking to one another during the breaks and/or after the presentation. Encourage all staff to ensure everyone is engaged and talking. Let the discussion flow. They will discuss benefits with one another. After the presentation, and while they are finishing their meals, engage your guests in an informal Q&A to see what they have to say. Actively solicit comments especially from those that you observe to be delighted and communicative. Talk a little more to get their reactions. Ask attendees, “So, what do you think about these hearing aids?; How do they compare to your existing hearing aids”; etc. Get them to acknowledge the benefits. And let them ask questions as well. While at the lunch, the RSM works hand-in-hand with the PEM. The PEM is responsible for the presentation. The RSM actively works to get people talking with one another. This is key: patients need to talk with one another. At the end of the presentation, play sound samples and music. Choose music appropriate for the audience. Have them take the Widex hearing aids off and then play the sounds again. Some patients will want to hear them again with their own aids. Allow time for the reverse “wow” effect and ask them “how are we doing now?” At the conclusion of the event, the account has to be involved in scheduling and follow-up. Ensure they know this is the key to a successful conclusion. The account should be encouraged to ask the patient to schedule an appointment for a custom fitting and extended trial. They should also be encouraged to tell the patients they will follow up the next week if they are non-committal. The patients have tried it, most of them do like it, and now it’s about asking for the order. Be prepared to, but don’t be afraid to discuss price during the event. The healthcare professional should take on this discussion and should be able to answer with confidence and conviction based
upon the value/benefit these devices provide.
Overcoming Resistance
Both you and the account may have doubts about taking hearing impaired patients and putting them into one of the most difficult listening environments. This is a natural reaction because other technologies would have presented significant challenges to a successful program. You have to trust that this will work so you can convince your accounts to trust you. Some of your Widex colleagues had exactly these same concerns when they first tried the program, and they came away with absolute amazement on how well patients actually do and how positive a reaction they have received from both dispensers and patients.
Tips
We’ve learned, the more hands, the better. In most cases, it works best to have the RSM, PEM, and the professional with one staff member. There is a lot happening in a very short period of time and it can get awkward at times if you are not prepared. Depending upon the professional (and how organized he/ she is), after you conduct several events with the same dispenser, he/she may be able to assume the role of the RSM. It’s very important not to run long, as attendees could leave prior to making their appointments or not stay long enough to compare their old technology.
IRM76/0118
Depending upon your style and length of presentation, you will either do your presentation before lunch is served, or during the lunch service.