When talking with a client contact, don’t ask them for the locating information of your client. Ask them if they can get a message to the client. First, collectors and police don’t request this type of action. They usually push to get as much as possible. So our strategy lessens the suspicion. Second, this non-intrusive request often results in the contact offering the locating information of the client anyways. Less work for them!
Posts Tagged 'attrition'
Tracking Clients: Quick Tip #6
Published June 18, 2009 Uncategorized Leave a CommentTags: Attitudes, attrition, follow-up, longitudinal research, research attrition, retention, Skip tracing, strategies, tracking
Dress for the Occasion
Published June 3, 2009 Follow-up Strategies Leave a CommentTags: attrition, follow-up, longitudinal research, research, research attrition, retention, strategies, tracking
You ever heard the phrase “You never get a second chance to make a first impression?” In the longitudinal research world, this is especially true. The way you present yourself to your clients or contacts can affect your outcome dramatically. Especially your clothes. This goes for the office or out in the field.
For instance, when I was looking for my substance abusing clients I did everything in my power to not look like a police officer. Rock T’s, a backwards hat, Converse shoes…the whole works. I’m not saying people didn’t look me up and down, but they never thought I was a cop. If I would have looked for my clients in business casual, nobody would have talked to me.
Make sure to think about what (appropriate) attire will make your clients as comfortable as possible. It can make all the difference.
Offer your clients a compliment sandwich
Published May 26, 2009 Follow-up Strategies Leave a CommentTags: Attitudes, attrition, compliment sandwich, follow-up, longitudinal research, retention, Skip tracing, strategies, tracking
At some point during the evaluation, you’ll likely have to relay some bad or inconvenient news. However, the strategy referred to as a “compliment sandwich,” coined by the TV show “Family Guy,” actually works. Here’s an example.
Say you want your client to come back for a follow-up interview in a month. Unfortunately, instead of half hour interview, the next interview will be an hour and a half. What you need to do is to start with a good thing, slip in the bad thing, then end with another good thing. Let’s try it.
“The next time you come in you’re going to make another easy $40 answering questions. The interview will be more like an hour and a half next time, but after you do this one, you’ll make $60 on your last one. Plus, your input will help prevent a doctor from having to tell a 17 year old kid he has HIV.”
So before you deliver some inconvenient news, put it in a compliment sandwich. It will soften the blow and increase your follow-up rate.
Tracking Clients: Quick Tip #5
Published May 14, 2009 Follow-up Strategies Leave a CommentTags: Attitudes, attrition, follow-up, longitudinal research, research attrition, retention, strategies, tracking
If you need to go by addresses, do it on a cold day. The warmer it is, the easier for clients to be out and about. If it’s chilly out, they’ll want to be curled up on the couch.
Remember Your Research Ability
Published May 5, 2009 Uncategorized 2 CommentsTags: Attitudes, attrition, follow-up, Inspiration, internet research, longitudinal, longitudinal research, research attrition, retention, strategies, tracking
At the beginning of my research career, I felt like Homer in this clip. (Hopefully I wasn’t as stupid) It’s natural for people to question their ability, even further down the career road. This is especially true when your follow-up rate may be faltering.
But remember what got you here. Remember your instincts because yours are intact. Remember if you have the ability to be human, you have the ability to be successful in finding the unfindable. Remember the internet. Remember the strategies you’ve learned.
Finally, remember I’m here to help. There’s more to come. Stay tuned.
Looking for clients? Throw a party!
Published April 29, 2009 Follow-up Strategies Leave a CommentTags: attrition, follow-up, longitudinal research, research, research attrition, retention, strategies, tracking
Everybody loves a party. Or a free meal. You can use this to your advantage. At the university, we threw a couple barbeques every summer. We’d invite all our current clients a couple weeks in advance. Then we’d buy some burgers, hot dogs and soda and set up shop at a nearby park. The benefits were plenty:
1. Touch base with clients.
See how they’re doing. Remind them of their future appointments. Overall, just hang with them. Great rapport opportunity.
2. Get the word on the no-shows.
Because we were working with people from the street, they seemed to know each other or knew of each other. Plus, many were inclined to talk about what was happening on the street, so we always listened for the status of other clients. Barbeques presented a perfect opportunity for this to happen. Remember, word will spread about the party on the street too.
3. Give your staff a day in the sun.
You’re not only building rapport with clients, but the same goes for your staff. Hanging out in the sun, eating some food and listening to music sounds pretty good to a lot of people.
So throw a party! You’ll be pleasantly surprised by the results.
Thanks for your work
Published April 21, 2009 Attitudes , Follow-up Strategies 2 CommentsTags: Attitudes, attrition, follow-up, Inspiration, internet research, longitudinal, longitudinal research, research attrition, retention
I wanted to take this opportunity to thank all of you for the research work you do. I know about the long hours of preparing – recruiting – intervening – finding – data analyzing – writing – publishing. Your dedication to helping people on a mass scale is truly inspiring to someone like me. I’ve seen the benefits of your work. I’ve spoken to the people with better healthcare, a better outlook on life, and a sense of hope for the future. On the flipside, I’ve went to the funerals of people who didn’t have the better option. Furthermore, I’ve seen the people walking around with the hopelessness in their eyes. I know it affects you as it affects me. I know you will do anything to right this wrong.
So thank you for your dedication. I truly appreciate it.
Now go tell the rest of your staff the same thing.
A Trip to the Dentist
Published April 9, 2009 Uncategorized 2 CommentsTags: Attitudes, attrition, follow-up, Inspiration, longitudinal research, research, retention, strategies, tracking
My friend Trisha tried out a new dentist recently. She set down the large StarBucks latte on the counter and told the receptionist she had an appointment. They checked her in as quickly as possible.
After settling into the dentist’s chair, the hygienist went to work.
“So how much coffee do you drink?” asked the hygienist.
“A lot,” said Trisha.
“You know that’s not good-”
“Oh Carol, she’s not gonna stop drinking coffee,” said the dentist walking in. “That stuff is good!”
Trisha smiled as the hygienist shut up.
So what does this have to do with research follow-up? Well, for one thing, Trisha raved about the dentist and looked forward to going back. The dentist related to Trisha as a human being, not as a professional who feels she should scold her for drinking something that stains her teeth. You don’t think Trisha already knows this?
Bottom line: Try to create a research environment like the dentist did. Tell it like it is and don’t criticize them for anything. It will keep them coming back.
Damage Control
Published April 4, 2009 Attitudes , Follow-up Strategies , Marketing and Follow-up Leave a CommentTags: Attitudes, attrition, follow-up, longitudinal research, research, retention, strategies, tracking
Soon after entering the research field, I heard many mumblings of distrust among the clients. References to the Tuskegee study were common, with the whole picture painted with that brush. Our clients were dispossessed, which fed into the mindset. Many were convinced we were making big money off them. Or we were using them to have cushy jobs.
At first I was offended. But that didn’t do me any good because you can’t sugarcoat things like Tuskegee. Here’s the one strategy I used:
Have the conversation.
Until you do, the toxicity of the topic will remain. Don’t avoid it. Inquire more about their beliefs, and how they came about. Respond with your own beliefs about Tuskegee. You may agree with them. But make sure to explain the legitimacy of your study in detail before your conversation ends. Opening up will only create more buy-in for your project.
Seth Godin put out a helpful post about this topic.
Bottom line: Listen to your clients. Share your views too.
Preventing Follow-up Burnout: #2
Published March 31, 2009 Uncategorized Leave a CommentTags: Attitudes, attrition, follow-up, Inspiration, longitudinal research, research attrition, retention, strategies
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.
