Archive for March, 2009

Preventing Follow-up Burnout: #2

Published March 31, 2009 Uncategorized Leave a Comment
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Talk about the future. No matter if you’re struggling with follow-up, or you’re rocking it. It’s good to talk to your staff about how the future will look. 

1. You’re struggling. 
Talk about what a successful study will look like. Create a picture of the effects of the research. Talk about increased job security. Speak about how proud you would be of your team. Lastly, tell them you know they can do it. 

2. You’re rocking.
Talk about the home stretch. Raise the bar even higher. Give them the goal to get 100% follow-up. However, make sure to be positive or excited about it all. Because you should be. 

Overall, remember to be positive about everything. Negativity won’t get you anywhere.   

Fantasy Football and Research Attrition

Published March 24, 2009 Uncategorized Leave a Comment
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The most important day in fantasy football is draft day. Players study and prepare for weeks. On this glorious day, you go through numerous rounds of picking your team. You win or lose your whole season on that day. But it takes several months to find out. Sure, you can make some moves and a couple trades, but a pig is a pig, no matter how much lipstick you put on it. Most of the time you cannot make up for the bad choices you made on draft day.

Similarily, the most important day of your research study is the first session with your client. You can make or break your whole foll0w-up season right here. This is why I stress the importance of making their first encounter enjoyable while getting as much locating information as possible. Just like the fantasy draft, as soon as the first encounter is done, your attrition rate is determined by the events that occurred. Specifically, the client’s impression of you and the amount of locating information you received. Over the following months, you will find out if you won or lost.

What do I suggest?  Prepare.

Q & A with a Great Tracker

Published March 20, 2009 Attitudes , Follow-up Strategies Leave a Comment
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Will you get a great follow-up rate?
Yes.

What are you thinking when you can’t find your clients the easy way?
Now’s the fun part. But it’s still easy.

How do you deal with elusive people?
They can run but they can’t hide.

Do you ever get frustrated?
Sure. But then I get to harness my creativity.

What would you say to a frustrated tracker?
Here’s your chance to help a lot of people…and impress a lot of people.

What’s your favorite part of this job?
Doing detective work for a good cause. Great party conversation!

Any final thoughts for the people reading this?
You will succeed if you really want to.

Tracking Clients: Quick Tip #3

Published March 16, 2009 Follow-up Strategies Leave a Comment
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When you’re stopping by somebody’s place, don’t park in front of their house. People in the neighborhood notice a lot. If you draw unwanted attention to the client’s home, it will make them feel uncomfortable with your presence. This will negatively affect your chances of successful follow-up.

I once parked in front of a client’s house and heard a group of people scrambling out the back and over a backyard fence. Apparently they thought I was a cop. Not a good move.

If you’re able, park your car around the block and walk up to the house. The less fanfare, the better.

The “P” Word

Published March 13, 2009 Attitudes , Follow-up Strategies 1 Comment
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Preparation. It’s a dirty word because it goes against immediacy. There’s no benefit now. But there are ramifications. One of them can be witnessed at any prevention research conference. Many researchers express concern because their attrition rate is through the roof. Unfortunately, they didn’t prepare accordingly. However, I will say that most haven’t been exposed to the proper resources for doing so.

On a related note, Seth Godin released another great post recently. It reflects on how people have the time to complain about the current situation, but little time to prepare for the oncoming emergency.

Assume every client’s phone number will be disconnected in a month. What would you need to do then? Whatever it is, plan to use the strategies from the get-go. Think about time, money, IRB approval and HIPAA.

Then prepare accordingly.

Social Proof and Research Retention

Published March 10, 2009 Uncategorized Leave a Comment
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Ten years ago I was in Prague with a group of college classmates. We were walking down the main drag and saw a huge crowd of people trying to get into the Hard Rock Cafe. Something big was going on, so we joined the crowd. After asking about the reason for the overwhelming mania, a young Czech woman turned to us with tremendous excitement.

“David Hasselhoff!”

You could hear our groans a mile away. We couldn’t get out of that crowd fast enough.

Our reactions up to that moment were evidence of the social proof theory, which Robert Cialdini talks about in his book “Influence.”  Essentially, people will do what others do because they deem the behavior of others as appropriate or better informed.

In your research retention work, this phenomenon can help you. The next time you’re reminding your client about their follow-up appointment, tell them how many people have already come in for their follow-up appointment. Better yet, tell them how many people answered some questions and received _______ for their time.

What do you think?  Social proof, Hasselhoff or otherwise…

Kansas City’s Where It’s At

Published March 9, 2009 Follow-up Strategies Leave a Comment
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Last Friday I had the pleasure of conducting a training for some great workers at the Kansas City Free Health Clinic. I admire the dedication of their staff, and I’m grateful for things I learned from them. They are some very cool people who are doing a lot of hard work for people who need their help. Check out their site.

So this is a shout out to the KC Crew!  Thank you Marcia, Darcy and the rest of the crew for your great conversations and overall sense of humor. I appreciated the opportunity to share my experience with you.

You rock!

Saying “Yes” Helps Your Research

Published March 2, 2009 Attitudes , Follow-up Strategies , Marketing and Follow-up Leave a Comment
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Today I read a great post by Seth Godin that got me thinking. When people want something, they want to hear “yes.” If you can’t say it,  at least try to give another alternative. If you say “no,” people walk. This is just as applicable in the research setting as it is to the buying public.

1. Follow-up workers (RAs)
As long as you’re playing within the rules, being a “yes” worker will build client rapport faster than anything. Clients will trust you’re doing what’s best for them. As a result, they will go out of their way for you, including coming back in for follow-up.

In the office, you will be seen as a listener, a problem solver, a team player and a goal-oriented rock star of a worker. If someone doesn’t see you as such, their tenure may be limited. You know why? Because you will get results. They will struggle.

2. Managers/PIs
Supporting your staff  will only produce great research and a positive view of your work, both internally and externally. So listen to them. Ask them for their opinions. When they ask for something, either say “yes” or give them other options. If you’re consistently saying “no” to your staff, they will say “no” to you through their work.

What do I say to comments?

Yes.

Ben Van Hunnik

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