Business Coaching for Surrogacy Related Companies

Do you feel overwhelmed with some aspects of your business? Are you a sole owner and need occasional support? Or are you dealing with a new problem that you have never encountered before? It may be time to ask for help! Sharon LaMothe has been working in the field of surrogacy for over 18 years and she can help you navigate through any problem or situation you may have. If she doesn't have the tools needed to help you solve your situation she can refer you to a professional who can. 

This service is aimed at professionals who:

• Have new projects that are under consideration

• Working with business clients that are difficult or complicated

• Are exploring options for additional services

• Need advice regarding best business practices

• Want recruiting advice 

• Need marketing solutions

• Interested in brainstorming and idea generation sessions

• Packages can be purchased in 10 or 20 hour increments. 

Please call 727-458-8333 for details. The first 40 minute consultation is free.

Starting Your Surrogacy Agency, Do You Need a Partner?

When starting any business the thought of a partnership may cross your mind, if even for a minute . Would it be a relief to have someone by your side to share the responsibilities or a burden to have to ask someone else what they think should be done?

When Surrogacy Consultants of Florida, LLC was first started in 2003 I was leaving the employment of an attorney's office and was thinking that I could offer a better service than what I had previously experienced both in the workplace and as a past surrogate. Everywhere I turned people said that I should open a surrogacy agency. I had worked on the "inside" and had met Intended Parent's and surrogates who believed that I had what it took to walk someone through an entire surrogacy program. I was affiliated with professionals who said that they would support a surrogacy agency. As a matter of fact, SCF was the first agency in Florida that was not connected to an attorney's office. Purely independent of Clinics and Psychologists as well, meaning that we were open to working with all ART professionals nationwide. Any IP who had a favorite Clinic could come to us and be matched with a surrogate and return to their own Doctor for treatment.

I decided that operating a Surrogacy Agency the way I envisioned it should be run would take more then just one person and I asked one of my friends, a surrogate and strongest supporters, Sita, to be my partner. She said yes and we were off and running.

What YOU need to do is decide what your vision for your business is and what you are willing to devote to it. Are you basically wanting to control every aspect of the business including start-up finances, book keeping, marketing, advertising, recruiting, management, materials, media, invoicing, all phone calls, filing, Internet web sites, e-mailing, interfacing with professionals, attending conferences, printing, attending meetings and follow up, etc.? I sure didn't! Having someone else to share the burden can be invaluable. Do you want to work 24/7? You will if you are alone. What if a family member is sick and needs your undivided attention? What will happen to your clients then? Family vacations might be a thing of the past if you don't have someone to cover for you. I think you can see which side of the fence I sit on here. I know wonderful small agency's run by a single person but they have to outsource (hire an answering service, a book keeper etc.) and limit their services and the number of clients they can take on so that they can give quality time to their customers.

Before you think that you can start up on your own and then add someone I would think again...that is HARD. Adding a new partner after start up, one who didn't go through the growing pains with you and did not risk any financial investment, may not have the commitment to the company that you have.

This is your ultimate decision...GOOD LUCK!
http://lamotheservices.com/

Information Gathering for Your Surrogacy Business: The Intake Sheet

I am going to start talking about forms...I know that most people might like to use the computer exclusively but what happens when or if your network is down? Your computer has crashed? You just want to talk on the phone in the other room and not have to read off your lap top screen? This is where the Intake Sheet can come in handy. It's the first bit of information gathered from an Intended Parents or potential Surrogate when they call you directly. Have several copies on hand, one sheet for IP's and one for GC's. These sheets should be only one page long and it should help you determine eligibility for your program and later as a reference page. This is also a great tool to use so that you don't miss any important initial questions.

Both IP and SM sheets should have this general contact information:
Name
Address
Telephone numbers
E-mail address

IP's looking for a surrogate:
Age(s)
Health Reason (because it has to be a medical/physical reason by law)
Using a Clinic? RE? Name and location of each
Already have children? How many?
Single or married/partners
Using Egg Donor?
Using Frozen Embryos
Want Surrogate to travel?
Gestational or Traditional
Location of surrogate
First timer or experienced
Race/religion/marital preference
Financial Expectations

Leave some room at the bottom of your form for additional Information: And there will be if you talk to your Prospective IP's and find out all that they have experienced.

Surrogate looking for IP's:
Age
BMI
Children
Pregnancy or birth complications
Taking medications?
Other health issues?
Married or single
Insurance?
Race/religion
Selective Reduction ok or not
Traditional or Gestational
First timer or experienced
If experienced, details
Base Fee expectations if any
Willing to work with the following:
Gay/single/married with children/partners/only women/only men/International/

Additional Details

You can add on other questions if you like. After your conversation if either the IP's or the Gestational Carrier (GC) seems to fit into your program or what you are looking for THEN have them fill out a complete packet and have them include photos if possible. This packet of information can be compiled and then mailed via US postal service or you can have online forms. Whatever you choose to do just make sure that you have enough information to assist you in making a good match.

ETHICS in Owning an Agency by Guest Blogger Brooke Kimbrough of 4 Sisters Surrogacy Agency

This past weekend I spent two days in sunny southern California with 150 of some of the most educated, respected and experienced professionals in the world of surrogacy.  The conference was put on by S.E.E.D.S (Society of Ethics for Egg Donation and Surrogacy) and covered topics from legal practices to medical risks and everything in between.  Throughout the two day conference, a consistent theme was the ethics involved in surrogacy and egg donation and the responsibility of all players to uphold these ethics. 

With the media focused on the failures within our profession, often times these anomalies within the community overshadow the enormous amount of reputable agencies, attorneys, medical doctors and metal health professionals in the field.  With over 200 agencies within the U.S. alone, how would one not well versed within the community be able to determine the agency's ability to provide quality services?  How would an intended mother be able to insist on using an ART(assisted reproductive technology) mental health professional when she was unsure that such a thing existed? The answer came to me as I sat listening to a review of a sensationalized case currently prevalent in the media regarding a non-compliant surrogate and a now father of triplets. 

Ethics or moral philosophy is the branch of philosophy that involves systematizing, defending, and recommending concepts of right and wrong conduct. (wikipedia.com). Within the surrogacy community, the idea of "right" and "wrong" often fall within a gray area open to interpretation and personal moral beliefs.  So how, as an agency owner for example, do I best practice ethics and serve my community in the most professional and morally positive way?  What are the moral guidelines I should follow when I enter into a gray area?  How do I lead by example for fellow agencies to follow with ethical decency? The answer lies within the name itself; E.T.H.I.C.S.

"E" is for Excellence.  ASRM guidelines exist as a baseline for the practices of surrogacy.  These are the bare minimum of standards that should exist within your agency.  These guidelines, while they hold no legal standing, are certainly an excellent jumping off point for standards that should upheld within your agency.  However, do you want your agency to do the bare minimum? The answer is "no". Your clients and colleagues expect that you are serving your community with excellence.  So, when there is a question of whether a surrogate is qualified or if an intended parent's criminal record should preclude them from using your agency, refer back to "excellence" as your standard practice.  Live above the basic guidelines of ASRM and serve your clients and community with excellence. 

"T" is for Transparency.  As an agency, transparency is key to providing excellent service to your clients.  Did your surrogate fail a MMPI test several years ago but has since made some life changes and passed her most current screening?  Do your intended parents have multiple surrogates? You need to be transparent about all information so that both your surrogates, as well as your intended parents can make informed decisions.  Being transparent allows for each party to be able to clearly see their path and to feel informed and supported throughout the process.

"H" is for honesty.  As a new agency owner, honesty is an essential part of my profession.  Be upfront and honest when you interview IPs and Surrogates.  Be clear about your surrogate availability, provide accurate timelines and be clear about fees and potential additional costs.  By leading by example, you can in return expect honesty from your clients as well. Let your clients know that dishonesty in any aspect of the process will be grounds for breech of contract and elimination from the agency.  Being honest as an agency owner makes for journeys that have clear and appropriate expectations and end with satisfied clients. 

"I" is for Instinct:  Instinct is a feeling that is often disregarded because it can lack physical evidence.  However, instinct is at the core of our ethical and moral compass and should not be overwritten.  If you have a "bad feeling" about a particular set of intended parents, there is no harm in explaining that the agency is unable to handle their case.  You can feel free to refer them to another agency who may be better equipped to handle their particular circumstance or personality.  In the end, this is a service based industry with long term clients.  You have to spend a lot of time and emotional energy on each case and it is completely acceptable to not utilize that energy on a case you do not feel 100% committed to.

"C" is for Connectivity:  Being a small canoe in a very large ocean can be lonely, overwhelming and frustrating.  Connecting to your clients and their needs is the first step in providing quality service.  However, it does not stop there.  Connecting to peers and professionals within your community helps protect you as well as your clients.  Understanding that while you may have vetted your surrogate, the mental health professionals that you work with are another qualified set of eyes who may be able to spot potential issues.  Your attorneys are there to provide quality contracts and to follow through with legal deadlines and requirements.  Connecting yourself with qualified colleagues can help your agency stay on course through the uncertain seas of surrogacy. 

"S" is for Stewardship:  Stewardship is the careful and responsible management of something entrusted to one's care (Merriam-Websters).  Just as your surrogates are to act as stewards for their IPs unborn child, you as an agency owner, are equally responsible for carefully and ethically managing the complete surrogacy journey. Set up systems that keep detailed calendars and records.  Be organized and proactive in managing and overseeing the process and journey.  It is your job as an agency owner to keep everyone involved walking in the same direction, down the same path, towards a happy, healthy baby.  

In trying to manage an agency that is above board and morally sound,  E.T.H.I.C.S is a sure fire way to make sure you are always on the "right" side of any gray area.  By being ethical and moral leaders within our profession, we can be sure that our clients are receiving the best possible care. Additionally, we can ensure that our growing fellowship is being led by a group of honest and trustworthy professionals who can guarantee a more positive and ethical representation of our amazing community.

Brooke Kimbrough is the owner of 4 Sisters Surrogacy Agency in Roseville, CA.  They work with exclusively with California surrogates and domestic intended parents in personalized surrogacy journeys.  She can be reached at brooke@4sisterssurrogacy.com or on their website www.4sisterssurrogacy.com.

How Surrogacy and Egg Donation Agency Owners Fail: Poor Customer Service

You give them everything and they still want more! Well…that’s the attitude that will put you strait on the road to failure, especially in the surrogacy and donor agency business! Clients are paying out of pocket for your specialized services and they expect the best once they commit!

One thing that you need to do first and foremost is charge a fair amount for your services. If you are not getting paid enough to cover your expenses and your payroll then you will end up cutting corners. Corners that your clients WILL notice! I realize that there is a lot of competition out there (more in some states then in others) however charging far below the minimum of your closest competitor is not the way to go. My suggestion is to first figure out how much your competitors are charging and for what services. Next look at what you are offering and your overhead costs. Remember that it takes time to build a great reputation and a lot of hard work before an agency starts to make a real profit. Quick example: In the case of the effort spent on behalf of the surrogacy agency, it may take 3 IVF cycles and 2 surrogates for some IPs to reach the goal of having a baby. This could take 2 years of your agency’s time and commitment.

What is great customer service? You don’t have to look far to find out the answer…you only need to ask yourself what you would expect if you were in the same shoes as your clients. I know I may be preaching to the choir here because quite a few agencies are owned by past Intended Parents, Donors or Surrogates. Below is my short list for exceptional customer service:

*Phone calls or messages answered or returned promptly

*Clear communication

*Easy Accessibility to you or your staff (24 hour hot line available to clients who have retained your services)

*Taking responsibility for problems that may arise with you or your staff

*Going above and beyond when necessary

*Don’t avoid ‘difficult’ clients

*Never let more than 2 weeks go by without a phone call or e-mail to all parties involved (especially when things are going well)

*Refund when warranted (Read the post on Refunding)

*Offering up-to-date educational information to all clients. This means attending conferences and workshops within the infertility field so that YOU are educated and well informed!

So what if one or two of these little points are not on Your list? That doesn’t matter…because these items ARE on your potential client’s list along with many others. As I stated above, all you need to do is ask yourself how you would like to be treated, how you would feel "IF" and go from there. The way to build a great reputation is to offer the very best of you all in the name of customer service!