Company bio
Doing important things differently. That is what Anders Medical Factoring – a dental care factoring company – stands for. A different approach, a different appearance, a different vision and a different policy. They want to offer the best for healthcare providers and their patients. This will only work if employees convey the same message and work in a friendly and progressive manner. Bart Hogendoorn, the general director at Anders Medical, explains how they foster this company culture.
“Another, simple way to see what people think about something.”
Bart, what do your customers notice about your services? “Hopefully they notice that they do not have to worry about the handling of their invoice process and that they have a good and transparent insight into their financial situation. We send invoices from dental practices, we finance and ensure that all invoices are processed properly. These tasks are not exciting, but are crucial. We act as an extension of the practice. Ensuring that things run smoothly is at the top of our priority list. The employees understand that working as a close-knit team and customer focus are very important.”
“Askemo is more than a tool. It is part of our business strategy.”
A few months ago you started doing something structurally ‘different’. “We have started with an important communication tool. We want to be able to easily see what people think about something. I think askemo is a very good product for this. With askemo we ask questions to employees and customers on a regular basis. I was told beforehand that we would achieve high participation rates with this tool. And indeed, this has proven true. A surprising 35 percent of customers respond and among employees this figure is over 90 percent.”
What do you ask them then? “That varies, of course. I formulate the question myself and discuss it with colleagues before it’s sent to employees and customers. Afterwards, I always share the results with the entire team. The question you ask is important, but what you do with the answers is even more important. That’s why, if there’s a negative response, I hope there’s a suggestion for improvement included, and that my team thinks in terms of solutions.”
Do you ever ask the same questions again? “Not yet, but we plan to. It can certainly be valuable. One advantage of this tool is that by asking questions frequently, you can compare scores and observe trends. Through the dashboard and statistics, you can see at a glance how things are progressing.”
And if you compare measuring employee engagement with measuring customer satisfaction?
“Asking what people think is always a form of showing appreciation. It says: we value your opinion. The question to employees goes out every other week, and to customers, it’s every two months. Both impact each other. It’s a fact that customers notice a company’s culture a lot. This makes Askemo more than just a tool; it’s part of our business strategy.”
What would you like to achieve?
“I want the people at Anders Medical to enjoy working and be involved. In a growing company, employee engagement and customer satisfaction go hand in hand. Knowing what is going on with your customer is crucial for your business operations. Otherwise you’ll be driving in the dark. You can’t focus on customer loyalty if you’re not aware of their needs.. And if you’re smart, you ask a question just after you’ve done something good…;-)”
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