This month marks the 23rd anniversary of our Monday Morning Stretch, and to celebrate we are recycling some our most popular editions over the next few weeks. This Stretch was first published in May of 2014, just one year before Tom and I were married. It’s a great lesson in remembering that our job is often to help our customers …
Guests in the Kitchen!
This month marks the 23rd anniversary of our Monday Morning Stretch, and to celebrate we are recycling some our most popular editions over the next four weeks. This Stretch was first published in February of 2007, and I still vividly remember this meal. This experience proves that we can create experiences for our customers and patients that they will remember …
6 Steps to Managing Unhappy Customers
Clarissa almost hated to hit the “send” button on her monthly statements. She knew from experience that by doing so she would trigger a cascade of unhappy phone calls to the office within 48 hours. “I’ve already paid my balance! Why do you now say that I owe $45 more?” “What kind of racket are you running over there! You …
Solutions and Service vs. Sales
Do you, someone on your team, or maybe even your entire team hate the idea of selling? If you do, you’re not alone, especially in healthcare and other service-related industries like consulting, speaking, and training! But what if I told you there was an easy way to make sales without ever “selling”? What if it was as simple as training …
Getting Got
I know its poor English and bad grammar, but “getting got” by another person is simply one of the very best feelings in the world! We do a lot of mystery shopper calls for clients, and one thing we notice that is seriously lacking in our fast-paced, over-booked, high-production world is personal connection and empathy (not to be confused with …
Matchmaking
“Matchmaker, Matchmaker, make me a match, find me a find, catch me a catch…” Those famous lyrics from the musical, Fiddler on the Roof, haunted me 10 years ago when Tom and I were looking for our wedding venue. We had four very different experiences at the places we visited, all providing more evidence to me that most of us …
The Stranger Within Our Gates
Several years ago, my business travels took me to Frisco, Texas, where I stayed in a beautiful, brand-new Embassy Suites hotel. Upon entering my room, I was warmly greeted by a card placed upon my bed printed with the following message: In ancient times, there was a prayer for “The Stranger Within Our Gates.” Here is ours for you, our …
Selling Hope
Charles Revlon, founder of Revlon Cosmetics, was once quoted as saying, “In the factory, we make cosmetics. In the store, we sell hope.” Recently, while observing in a high-profile dental office, I listened to a dentist present a very large treatment plan to a man in his late 60’s. The man had not been to a dentist in 15 years …
The “No Show” Epidemic
In December 2020, Futuredontics conducted a national survey to assess how no-shows and last-minute cancellations were impacting practices in dentistry. Here’s some of what they found: 88% of practices have at least one no-show every day and 57% experience at least four to ten no-shows every week. 60% said Mondays were the worst days, with Fridays coming in second. Most …
You Asked For It!
In my work with healthcare and service-industry professionals, I’m often asked for my advice on the concept of “asking for referrals” to build your business. My answer? Sometimes I like it and sometimes… I most definitely don’t. As a customer myself, I’ve been asked for referrals and it felt natural, sincere, and I was inclined to try to spread the word on …
