The Burning Question

The question that we are afraid to ask?

By Geoffrey Cooling

I had an interesting conversation with Curtis Alcock on Twitter recently. Curtis is the driver behind Audira, an online site billed as a think tank for hearing care. It is an excellent site that explores and challenges accepted concepts around hearing care.

The conversation was spurred by my last post. He agreed with the thrust of the post and we explored the implications of the current trends for our positions. Our conversation of course was based on the idea that we in hearing healthcare would continue to be central to the process.

The one thing that was obvious from the conversation was that we in our profession needed to ensure that we remained central to the process. Whilst we can discuss strategies relevant to that goal, particularly a real change to marketing strategy. There was a question we didn’t really consider.

Do we deserve to be central to the process of hearing well?

There is a growing movement that thinks we don’t. That movement is driven by some of the very people we purport to care for. We need to consider that very carefully and we need to understand why? Why do these people, people with hearing loss, not value our continued inclusion or the current business model?

The key concept that is often quoted is price, price of hearing instruments. But is that all that it is, could that be the simple answer? I sincerely doubt that, we need to dig deeper in order to understand. Price, the acceptance of price is inextricably linked to value. What these people are saying is that the price that is paid does not give value.

It’s a simple statement with complex underlying thought processes. A car, is a car, four wheels, engine and seats that allow you to be mobile. However, car prices vary radically from brand to brand. So what drives someone to spend a large amount of money on one type or brand and then think they have received value?

There is certain branding at work in this process, but there is also an ongoing experience which continually enforces the perception that they have made the right choice. Someone once said to me that marketing by some of the stronger car brands was not only about attracting new customers but also about reinforcing the buying decision in customers who had already purchased.

Perhaps cars are not the right analogy, but I am sure you get the idea. Value is about an ongoing process, the perception of value increases during the journey with the reinforcement of the buying decision. So why is the buying decision in our case with these people not being reinforced?

This leads us to the question, the holy grail. The question that we really need to consider, the question that we need to answer. The question and answer that is central to our very survival as central to the process of hearing well. That is, why don’t these people value us and our continued inclusion?

The answers to that question may well be difficult, they may well make us feel uncomfortable, they may well challenge our self image. However, we need to explore the answers to that question. It is an imperative for our profession if we wish to stay central to the process of hearing well.

Regards

geoff

About Geoffrey Cooling

my name is Geoffrey Cooling and I am the author here at Just Audiology Stuff. I have been involved in the Hearing Healthcare Profession for several years now. I initially worked as a Hearing Healthcare Professional for a large national retailer in Ireland. After several years in Practice I was approached to work for a manufacturer, where I was employed for five years. I am now the Co Founder of a business called Audiology Engine. We design websites, undertake content marketing and generally look after everything digital for audiological practices. I am also a contributor to many hearing profession periodicals and websites. I have written two commercially available books, The Little Book of Hearing Aids which is written for hearing aid consumers and Audiology Marketing in a Digital World which is written for Audiology Practice Owners. They are both available in Paperback and Kindle versions on Amazon. I also write for consumers on the website Hearing Aid Know, which is a website with the mission of demystifying hearing aids, their types and their technology. I have a great interest in commercial strategy as it applies to Healthcare in general and specifically to Hearing Healthcare. I also have a great interest in the psychology of sales and human interaction. I have been involved with social media for some time, both personally and professionally. I find the engagement and discourse on some social media channels fascinating. I instituted social media strategy for the company I worked for as an experiment. That experiment soon spread throughout the company and I am proud to say that the company is probably one of the most active in the industry. I would like to point out that all views, opinions and thoughts here are mine own. Unless of course they have been planted by the pod people, you just can’t take your eyes off the pod people. Those views do not necessarily reflect upon any views or opinions held by my employer, if I ever get another one. I think that our industry is in the middle of a time of huge change, I think that the change will be forced by both internal and external pressure. I think that private Independent Healthcare Practices will have to be smart and lithe of feet in order to meet these changes. I hope that some of my blatherings are of benefit to those Practices, Independent Hearing Healthcare Practices need to survive. I believe that if that occurs it will be of real benefit to Patients. I hope that I, and my writings will play a small part in their continued success.

2 Comments

  1. Spot on! As a fresh self fitter i discovered that most of my former 13 professional fitters were of little value. However, living in Norway their services were almost free. But suboptimal speech recognition, uncomfortable sound balance, and lost time also has its price.

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