Up-Front Contracts and Account Closing

Up-Front Contracts (UFCs)

• UFCs are used to ensure 100% agreement with an account and are best used in emails prior to meetings
• They aim to "manufacture consent"
• Clients/patients always choose their pharmacy and cannot be forced to use a specific one like EZ Scripts
• A series of small UFCs can lead to a larger agreement
• A good question to use is "Is that fair?" or "Do you agree?"
• A URL is provided for more information about up-front contracts

Closing an Account

• This process involves six steps to get the account to fully commit to a partnership
• Before the referral meeting, the group should be educated on the specifics, like PBM's (pharmacy benefit manager)
• A good time to address any questions or concerns is prior to the referral meeting
• Crucial steps are involved in uncovering pain points, confirming client/patient volume, and the internal procedural process
• Tailoring a solution (specific to each account) for the unique pain points uncovered
• Providing feedback (immediately) about the first referral and ensuring the client understands the process
• Establishing a follow-up meeting

Six Steps to Consistent Business

• 1. Uncover pain points:
  • Identify the specific issues and concerns of the client/patient
  • Use needs assessment form for effective gathering
• 2. Ask for all clients/patients:
  • Explicitly request all current clients/patients
  • Emphasize the importance of this to achieve target volume
• 3. Pin down on the internal process:
  • Understand the client's internal method of sending referrals, thus streamlining the process
• 4. Tailor service to pain points:
  • Design a customized solution to address client/patient concerns
• 5. Give feedback immediately:
  • Provide ongoing feedback following the first new client referral
  • This will identify potential problems early
• 6. Set a follow-up meeting:
  • Schedule a follow-up meeting before leaving the office.
  • Ensure compliance by setting a date
  • Emphasize commitment to address any hesitancy

Tips/Best Practices

• Complete steps 1 and 2 prior to the referral meeting
• A needs assessment prior to the meeting will assist in streamlining the session
• Do not assume anything, each account is unique
• Use open-ended questions to understand client/patient needs
• Practice, practice, practice your delivery techniques to project confidence