Maun-Lemke Speaking and Consulting, LLC

01/22/2026

Mystery shopping can help healthcare organizations identify several key issues, including the following:

• The care and treatment of patients
• Why you may be losing business
• Marketing, sales, and service problems
• The responsiveness (turnaround time) and sales skill of your staff
• How your organization is perceived in the community
• If your organization is being recommended by any other sources
• How your organization’s staff handles inquiries

If you would like to learn more about Mystery Shopping your communities, call Kathy Cain, VP at Maun-Lemke, at 800-356-2233 to learn more!

10/17/2025

We are thrilled to share in this new partnership!

We have partnered with Maun-Lemke Speaking and Consulting, LLC to deliver “Ensuring Your Staffing Success,” an innovative staffing solution designed to help health care providers strengthen operations, reduce turnover, and achieve measurable results. This self-paced, interactive course empowers organizations to build sustainable staffing systems that reduce turnover, improve morale, and create a culture of excellence. Learn more: https://ow.ly/pVUj50WNSiE

05/05/2022

Healthcare providers are looking for 'Innovative Recruitment Strategies'

Listen to Clint Maun's ClintCast podcast for team-based recruitment strategies.

The best way to have quality employees working for your organization... don’t lose the great ones you already have! Next best strategy... have a great team-based recruitment process in place to attract new staff that fits in well with the organization. How do you know what sort of person this will...

04/22/2022

Are you marketing your Rehab success Stories?

Creating an outcome sheet is a great way to sum up ‘success stories’ about a particular product or service you provide, aka Rehab. It contains narrative info, as well as data, testimonials, bragging points, etc. that can be used in a multitude of ways, both externally with your customers, but also internally by your administration and staff for continual improvement.

Showcase your success in transitioning people back home. This outcome sheet document allows you to not just say you have a program, put to prove your superiority. You can also note successful customer service outcomes for your Transitional Care program by listing customer satisfaction scores.

Learn how to capitalize on your successes!

Creating an outcome sheet is a great way to sum up ‘a story’ about a particular product or service you provide. It contains narrative info, as well as data, testimonials, bragging points, etc. that can be used in a multitude of ways, both externally with your customers, but also internally by yo...

04/18/2022

The Importance of Tours - Skilled Nursing Centers

Giving Tours allows you to showcase your center's exceptional service, care and restorative outcomes. Let's be clear, a Tour is a Sales Opportunity. Internal marketing preparation for Tours allows for a smoother sales effort with potential customers.

In regards to revenue enhancement, Tours are very important in the process and staff need to be ready to go at a moment’s notice, though we recommend you try and secure a set time when talking to potential admissions.

There are many techniques you can employ to help make this sales opportunity great for your customer as well as your organization. Listen to Clint Maun's Clintcast for tips on how to prepare and give a Tour.

https://clintcast.com/podcasts/episodes/140.htmlClintcast

04/14/2022

Having Fun at Work!

Today’s workplace has changed in respect to ‘fun’ while working. Don't lose sight that more employees today are looking for work environments where fun is allowed to happen spontaneously and frequently, rather than planned or deferred until a later ‘appropriate’ fun time/event.

For tips on how to allow fun to happen and engage employees listen to Clint Maun's Clintcast below.

https://clintcast.com/podcasts/episodes/87.htm

01/28/2022

Recent feedback on Clint's presentation "The Six Month Staffing Fix"

01/27/2022

Handling Cold Call Inquiries: Maun-Lemke Call Answering Absolutes-Next Steps

The call has been answered as per the Maun-Lemke Absolutes included in my last post, now what?

Listen to the customer to understand their needs. You can build trust and confidence when you say, "I will check and find the answer for you," or I'll find someone who can help you.

Ask the caller if you have their permission to put them on HOLD or transfer the call and wait for their answer. Tell the caller the name and title of who you are transferring them to. But remember, do not transfer the call unless you know the person is available to take the call. As mentioned in prior posts, if there is no one available to handle the call, then you will have to do it yourself.

Listen to the customers story. Be attentive, do not needlessly interrupt and do not rush the caller. You are now in a position to begin developing a relationship with the caller. Always be empathetic.

Ask helpful questions that benefit the customer. i.e. questions that gives you a better understanding of their situation vs. immediately asking for application form information. You will use the information you receive to 'personalize the benefits of your facility' as you present your center as their best choice.

Dont know what questions to ask the caller? I will discuss those in my next post.

(If you would like information on our complete A.R.M.S. Revenue Growth process, please email me, [email protected])

01/21/2022

Handling Cold Call Inquiries: Maun-Lemke Phone Call Answering Absolutes:

Is your center answering the phone in a timely manner? When the telephone rings in the center, is it begin answered within 3 rings or less by a live person?

We strongly prefer a live person answer the calls; however if the call is answered within 3 rings by an understandable, easy to use, automated system which gets the caller to a live person within another 3 rings or less... that is permissible.

We strongly believe there must always be a knowledgeable person available on site 8 am to 8 pm to provide the caller with facility information, answer questions, and highlight the exceptional care and successful outcomes available at their center.

This incoming inquiry call is the first opportunity to begin developing a relationship with that caller, a potential admission.

A skilled Nursing Facility is a busy place, 24/7. Time is a precious commodity needed to complete daily responsibilities. You're working hard and then Ah, in the middle of your day, the phone begins ringing. But that incoming phone call could be a potential Transition Care Customer which is likely to generate $15,000 or more of revenue a month to the facility.

There is no question we are dedicated to our mission and it is unfortunate there are individuals requiring post acute care. But since they do we should be excited about the opportunity to showcase our ability to achieve successful outcomes for them.

Answering a phone call is the first opportunity to make a great first impression. This may be the only chance to make that sale resulting in an admission, particularly the admission of a Medicare A/Managed Care patient/resident.

The individual answering the phone must give the correct greeting, be enthusiastic, pleasant and courteous: "Good Morning or Afternoon, Maplewood Manor Healthcare, this is Mary, can I help you?" Never sound rushed or difficult to understand.

Once you hear the caller's need, respond in a way that assures the caller you understand them. Opportunities to help people are one of the best rewards of working in healthcare.

REMEMBER, THE PERSON CALLING IS NOT AN ANNOYANCE, BUT ASKING FOR HELP.

Ok, the call has been answered, now what?

More Maun-Lemke Phone Call Absolutes in my next post.

(If you would like information on our complete A.R.M.S. Revenue Growth process, please email me, [email protected].

01/11/2022

Handling Cold Call Inquiries

In my last post, I asked transitional care providers to consider, 'Are you missing Admissions due to sloppy handling of cold call inquiries'. I suggested Mystery Shopping the center to find out what impression callers are receiving when they call. Admissions come from a variety of sources; don't overlook the importance of the phone.

People are becoming more involved in their healthcare choices. No longer will post-acute placement decisions be made purely by a physician or discharge planner. Skilled nursing facilities must be better prepared to handle the increasing number of cold customer inquiries and turn them into admissions.

All staff, whether in patient care, the business office, therapy activities or that could be in a position to take a phone call, should be trained on how to maximize admissions through cold call inquiries. If the Admissions Director is not available, phone policy must include: there is always someone available and trained to take the inquiry call (the receptionist if necessary), NEVER ask the caller for a call back, don't put them into voice mail and being in a meeting is rarely an excuse for not taking the call.

There is no magic script to follow when someone calls for information. Becoming proficient at increasing the percentage of Admissions from cold calls begins with knowing this may be the only chance to showcase your facility as the best choice for transitional care. Listen to the callers 'story' and customize your response.

In my next post I will discuss more tips included in Phone Call Absolutes from Maun-Lemke's A.R.M.S. Revenue Growth Process.

01/06/2022

Missing Admissions due to sloppy handling of cold call inquiries?

Potential customers needing transitional care in today's health care environment are no longer simply relying on referrals from a discharge planner or social worker. They are becoming informed about their rehab options to select a center that gives them the best opportunity to achieve successful outcomes...get well go home.

The post-acute business has become more competitive; providers must maximize first impression cold call inquiry experiences and elevate their center above consideration of the competition.

Phone calls related to an admission from the hospital must be top priority; never placed on hold for over 45 seconds, put into voicemail, have a message taken for a callback or told to call back.

Do you know how well your organization responds to cold call inquiries? You may need to Mystery Shop your centers to find out, and then implement phone training with staff to increase the percentage of Admissions from Medicare A/Managed Care inquiries.

Where to start? First, find out how staff is handling cold call inquiries by using outside help or using unknown people within the organization. Maun-Lemke has been Mystery Shopping centers for over 35 years. Here are articles from the Maun-Lemke website that would be helpful:

What does Mystery Shopping tell you about your facility? http://clintmaun.com/index.php5?cID=271

Is Your CUstomer's Point of View a Puzzle? http://www.clintmaun.com/index.php5?cID=400

Leveraging the Value of Mystery Shopping http://clintmaun.com/index.php5?cID=439

On my next post, I will list tips for training staff to handle cold call inquiries.

01/04/2022

We have entered a new year and staffing challenges continue to strain post acute providers ability to grow occupancy or even maintain last years numbers.

A recent AHCA/NCAL survey says 58% of nursing homes have had to limit admissions due to staffing shortages. As we move forward in our staffing efforts, celebrating staffing accomplishments as a team effort will keep employees motivated and momentum high. Listen to Clint Maun's pod cast for techniques to keep teams energized during these trying times.

Practically everyone acknowledges that rewards and recognition are a great motivator. When you can incorporate these at a team level, that’s even better to celebrate team accomplishments! Learn Clint’s techniques to ensure this action is successful in its goals.