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?

You’re committed to delivering great care. You believe in patient experience. You’ve invested in it. You’ve made changes that improved parts of your practice. And yet, if you’re honest, it still feels inconsistent. Some days your team delivers an exceptional experience. Other days, things slip back into old patterns. That

You already know patient experience matters. You have invested in it. You have talked about it with your team. You have likely made meaningful improvements along the way. And yet, if you are being honest, it still feels inconsistent. Some days your practice delivers an exceptional experience. Other days, it

You’re committed to delivering great care. You already believe patient experience matters. You have likely invested in it, talked about it with your team, and made meaningful improvements along the way. And now, AI is everywhere. New tools. New promises. New opportunities to streamline your practice. But if you are