Fast response, flexibility key to sales success

Fast response, flexibility key to sales success New research summary links health care with customer care
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Aug. 21, 2012 - PRLog -- What’s the difference between excellent patient care in a hospital setting, and putting customers first in the broader business arena? The issues facing the healthcare industry as a whole are very similar to those facing sales executives in other industries, both service- and product-based, according to a new research summary produced by the business thought leadership organization, The Forum: Business Results Through People.

The report, “Turn on a Dime and Get It Right Every Time,” is the latest in a new series of targeted and concise research packages designed for sales executives. Its authors, Dr. Frank Mulhern of Northwestern University, and Jimmy Peltier and Andy Dahl of the University of Wisconsin said that in both healthcare and general business settings, “we are working in a high-stress, rapidly changing environment, where the need for quick decisions are the norm. Sales teams need to be prepared to turn on a dime, and get it right every time, much as hospital staff is often in situations where rapid-fire decisions are necessary and critical to a desired outcome.”

And, in both settings, employee satisfaction is a proven differentiator. The research shows a direct link between employee satisfaction and patient (customer) satisfaction; resulting in a satisfied patient being more likely to relate such an experience and recommend the associated hospital to others.

The research summary, based on findings at a large New York City hospital, contains several practical initiatives for sales leaders to establish at their specific business, including empowering the sales team, and giving team members the information they need to understand the big picture and be flexible and able to respond quickly to changing customer demands.

To read the entire research summary, please visit The Forum’s website,, click on the “research” tab, and go to “leadership focused papers.”

Coming soon: ‘Think Differently Tank’ offers rich, practical content

Company executives looking for greater employee engagement and successful results for their organizations should mark their calendar for Wednesday, Oct. 24, the date The Forum: Business Results Through People , hosts in partnership with the Chicago Compensation Organization its fifth annual Think Tank at The Motivation Show at Chicago’s McCormick Place West. To learn more, please visit

About the Forum
The Forum (, affiliated with Northwestern University, is an organization for thought leadership advocating the most effective way business leaders create and sustain organizational value is through partnership with people
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