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Top Ten Telephone Tips for New Patient Calls

Have Them At Hello! Being professional doesn’t mean you have to sound cold. Actually, quite the opposite! Make sure your initial telephone greeting sounds upbeat, friendly, and professional… and always identify the practice and yourself. Make a connection right away. Get the patient’s name at the beginning of the call and look for a way to make a personal connection, …

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Hang on a Sec!

Ever called a busy business and been instantly thrown into the depths of the dark, cold pit I call “Hold Hell” before you could utter a single word to properly defend yourself? How did we ever come to think that was a legitimate way to answer the telephone, let alone communicate that we’re a company that truly wants your business? …

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Music Monday: Shadow Days

I watched a documentary once on how the epic movie, Star Wars, was created. They broke it down from the perspectives of each engineer: Lighting, sound effects, animation and robotics, camera angles, editing, script-writing, directing, acting, costuming, and music. The most memorable to me was the music. To show how important this element was to the overall impact of the …

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Reasons and Excuses

There is a big difference between a legitimate reason not to start something you want to do and making an excuse not to start. A reason is usually something over which you have no control. An excuse is often a result of fear, insecurity, or a delay of that journey outside of your comfort zone which comes bubbling up from …

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Giving Back the Work

What we most want for our children is for them to understand what powerful creators they are and (like Marie Forleo says) that everything is “figure-out-able.” We want them to become resourceful, independent thinkers and problem-solvers. We want to hire the same kind of people with whom to work. So why then do we continue to encourage the exact opposite …

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Spinning the Positive

Every coin has a flipside. Every inside has an outside. Every “No” response has a “Yes” alternative. At the Disney University, I’ve heard that one of the class assignments is to go out into the theme park and find a few Disney “cast members” and ask a question for which the reasonable answer would be “No” … and listen to …

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Rules Without Relationship = Rebellion

She’s late. Again. It’s only 5 minutes but it’s the principle of the thing. She knows the rules. It’s noticed by everyone on your team and how you handle it will send a leadership message to them all. Any moment you attempt to influence, teach, calm, inspire, or motivate someone or negotiate, mediate, clarify, or reason with anyone… you are …

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Becoming Family

As my eyes scan down the outbound flights looking for my gate on the airport monitor, the word “delayed” sticks out like a flashing red light amongst all the other flights which say “on time.” My flight from San Diego to Seattle is delayed two hours. Oh well… This is how I keep my gold card status at Starbucks. Returning …

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Start Small. . .But Start!

How do you eat an elephant? One bite at a time. How do you build a cathedral? You place the first cornerstone. How do you start a thousand-mile journey? With a single step. How do you grow a majestic oak tree? By planting one small seed. Whether it’s building a new website, writing a book, remodeling your office, mastering a …

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Still Cookin’

It may go down as my all-time favorite childhood memory: The smell of my grandmother’s homemade pecan and raisin cinnamon rolls baking in the oven – “love in a pan” – made especially for me because she knew they were my favorite. Several times during what seemed to me as an everlasting, agonizing, eternal baking process, she would say, in …