Reviews Make the Experience Visible Medical practices have recognized that patient reviews are an essential part of the recipe required for healthy and sustainable practice growth. What gets missed in the effort to get more reviews is why they are so important. In a word, they make the experience visible.
Somewhere between residency and now, most physicians stop asking why they do what they do. The outcomes are strong, the schedule is full, and the question quietly drops off the list. But the growth you’re chasing, and the fulfillment you might be missing, both live in that question. The Reality
Dr. Charles Kelman used to say it best: while doctors debate, patients decide. I think about that line every time I hear a room full of physicians argue about whether patient experience is really worth investing in. It’s a fair debate to have in a conference room. The trouble is,
Most businesses don’t recognize a simple truth: at their core, they are in the business of trust. Trust sits at the center of every meaningful relationship with a customer, and no relationship runs without it. Auto repair is a category that struggles here more than most. Did my car really
This morning I opened my front door and found two Amazon packages waiting on the mat, one boxed, one padded envelope, both stamped with the blue Prime logo. Ordinary. Unremarkable. I almost stepped over them without a second thought, until I stopped and asked myself: when exactly did this become
On July 4th, as the country turned 250, I read something in a newsletter called Category Pirates that really resonated with me about what makes America unique. Since 2007, Gallup has asked people in more than 150 countries a simple question: if you could move anywhere on Earth, where would
Even if football isn’t your thing, you need to hear this story. Fernando Mendoza was ranked 2,149th coming out of high school. Not a single scholarship offer. He eventually walked on at Cal, worked his way up from fourth string, and earned the starting job. For his senior year, he
What Live Nation Gets Wrong About Trust (And Why It Matters to You) Here’s the paradox when it comes to Live Nation and their subsidiary Ticketmaster. We love the convenience.We hate the experience. Buying tickets online is easy, safe, efficient. And yet… The fees.The friction.The feeling you’re being worked. Now
There is a question in the first chapter of my book, Beyond Bedside Manner, that I have been asking practice leaders for years. What business are you in? Most physicians answer with a procedure. LASIK. Cosmetic Dentistry. Facial Procedures. A few answer with an outcome. But very few answer with
The Commitment Most Practices Haven’t Made Yet Most practices believe growth depends on the next tool, technology, or marketing strategy. But as I’ve been preparing a talk for the upcoming Outliers meeting in Palm Springs, I’ve been thinking about a different question: What actually causes a practice to gain momentum?
