Customer Service Axioms For Your Pediatric Practice

Have you noticed that everybody knows how to deliver exceptional customer service, except those that actually do? We're all customer service connoisseurs. We all can recognize excellent service. And we are even better at pointing out bad service. But when it comes time to execute, most fail. I think that the reason customer service is hard to execute, is not because we don't know how to, but because we easily forget. We often get wrapped up in … [Read more...]

10 Question You Must Ask If You Want Your Project To Succeed

When you observe large organizations, the kind that have MBAs, experienced managers and directors, a savvy CEO and a lot of resources, you would assume they succeed at every single project they do. They have the brain power, the money and the experience. Why would they not succeed? But the reality is, projects fail all the time. They take longer than expected, are often over budget, conflicts emerge, sometimes people get fired, others quit and … [Read more...]

Do You Have We Employees or They Employees?

Next time you are in a meeting with your staff, or you are conversing with them, try to determine which employee say "we" and which employees say "they" when they are referring to the company, the management or the leadership of the practice. What is the difference between the ones that use "we" and the ones that use "they," and why does it matter? The “we” are high performing employees. The employees that use the word "they" are the ones … [Read more...]

Deceptively Easy Way to Improve Your Practice, Guaranteed

On a piece of paper, write down this question: It doesn't have to be written exactly like I wrote it. Any variation will do. Then, make copies. Several of them. For the next few days or even weeks, hand each parent that comes to visit your office the sheet of paper with the question on it. While they wait, they will have plenty to think about out. You can ask them to use the remaining space - as well as the other side - if they require … [Read more...]