The Customer Comes Second
There’s a better strategy for success. And it starts with your team. Many of us in business have been taught to believe statements such as… Read More »The Customer Comes Second
Insights
Communication Breakdown
People remember 10% of what they hear, 20% of what they read and 80% of what they see. Here’s how you can use that in your medical practice.
The Hidden Costs of Running a Practice
How to find that missing money In reviewing financials for medical practices, there’s one line item that sticks out because of the amount as well… Read More »The Hidden Costs of Running a Practice
3 Ways to Improve the Emotional Connection With Your Patients
In this week’s blog post, I focus on CONNECTION – one of the four attributes that patients really want to see in their doctor.
Recruiting Tips with Patient Counselor, Jacki Vandina
Many practices tell me they have a difficult time recruiting great employees. The problem may lie in where you are looking! In recent travels I have met rockstar employees that all have one thing in common: they were recruited from outside of healthcare.
We touched on some key issues facing medical practices in how we treat patients.
PX Talk: Insights From the Guru of Customer Service
I was able to do a one-on-one sit down with my favorite expert on customer service, John DiJulius. His career and client list is legendary and now includes the Charlotte Police Department!
We touched on some key issues facing medical practices in how we treat patients.
Is Your Expertise a Catalyst or a Crutch?
Medical professionals may use their expertise as a sort of crutch that keeps them from learning a new way of thinking or of doing. Is your knowledge and the bias of expertise keeping you from progressing in your field and providing better experience for your patients?
How to Measure the Culture in Your Practice
I’ve long been an admirer of online retailer Zappos and what they accomplished to create a unique and vibrant culture for employees. When their leader and CEO Tony Hsieh passed away several months ago, I hadn’t given much thought to what his absence would mean for the future of the employee culture. In this blog post I take some insights from this company and its recent change in leadership, to question how medical practices can measure and strengthen their own internal culture.
3 Ways to Boost Morale on Your Team
With all the focus on improving the experience, here’s the truth: Behind every great customer experience is a team that is dedicated, resourced and rewarded to make it happen. No matter how much a doctor may want to improve the overall patient experience in the practice, he or she cannot do it alone or with the help of one person. It takes a team!
Laser Eye Surgery: 25 Years of Innovation
As a society, we’ve largely come to take innovation for granted…especially in healthcare. New modes of imaging, operating and implanting aim to help doctors offer solutions to improve the lives of their patients.