MedWorm provides a medical RSS filtering service. Over 6000 RSS medical sources are combined and output via different filters. This feed contains the latest medical blog items that have been tagged with 'customer service'. Sat, 03 Sep 2011 02:03:01 +0100 http://www.medworm.com/index.php?rid=5051319&cid=t_128555_180_f&fid=38607&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fsuccessbeginstoday%2FBHWQ%2F%7E3%2Fygk4Wj6F9h8%2F Do you communicate with others? I know I do. I talk on the phone, send e-mail, blast off tweets, update Facebook, and reply to comments on this blog. All forms of communication. But do I truly connect? Do I really turn these conversations into meaningful experiences or are they like passing comments in the hall… how ya doin’… fine… I’ve been reading a great book by John Maxwell, entitled “Everyone communicates, few connect.” This book has some eye opening statistics and revolves around a simple principle… “Connecting is the ability to identify with people and relate to them in a way that increases your influence with them.” He goes on to say… “The ability to communicate and connect with others is a major determining factor in reaching your potential. To be successf... Success Begins Today blogs http://www.medworm.com/rss/comments.php?id=5051319 Mon, 18 Jul 2011 12:04:57 +0100 5051319 http://www.medworm.com/index.php?rid=4872509&cid=t_128555_180_f&fid=38604&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fmakeitgreat%2F%7E3%2FneS4RbRvBak%2F My wife and I love great customer service! She manages a team of people who talk to medical professionals and support staff who are frequently very stressed out, and she works hard to help her team understand the impact of great customer service with their ultimate customers, the residents who are serviced by her customers. Customer service can suck All too often we get horrible customer service, and together, we dissect what happened and talk about how we would do things better if it were us. Sometimes we share it (in a nice way) with the manager of where we got service from, and sometimes we just walk away. Great customer service matters And when we get outstanding customer service, we always take the time to write up a comment card or leave a message for the manager to let them know t... Phil Gerbyshak blogs http://www.medworm.com/rss/comments.php?id=4872509 Thu, 26 May 2011 13:00:00 +0100 4872509 http://www.medworm.com/index.php?rid=4852918&cid=t_128555_106_f&fid=36682&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2FSutureForALiving%2F%7E3%2FMV2gH5vxTas%2Fcustomer-service-via-twitter.html It seems that over the years I have ended up with a different Norton Anti-virus product key for three different computers rather than one for all three.  The renewal emails are staggered through the spring. This week I decided to tackle the issue and see if I could get it changed.  I visited the website and when I saw the option of contacting them via twitter I did just that. Twitter worked! I sent my question to @nortonforumsusa which began an email correspondence.   Within less than 24 hours I had all three computers running Norton 360 Premier under the same product key. The first contact, TL, even forwarded my question regarding refund or credit from the other two to customer relations rep RV who gave me two options (I chose the credit one). One reason it worked for ... Suture for a Living blogs http://www.medworm.com/rss/comments.php?id=4852918 Mon, 23 May 2011 11:15:01 +0100 4852918 http://www.medworm.com/index.php?rid=4829022&cid=t_128555_112_f&fid=34971&url=http%3A%2F%2Fblog.drmalpani.com%2F2011%2F05%2Fgreat-customer-service-from-citibank.html I am a CitiGold customer, and had some issues with the billing on my credit card which had not been resolved for quite a few months.I spoke to my Relationship manager, who promised to fix the problem. I am very confident she'll take care of this - but what I really liked is the fact that I can reach out and talk to a human being who will take ownership of the problem and solve it for me.It's such a pleasure to receive good customer service - it's become so rare these days ! (Source: The Patient's Doctor) The Patient's Doctor blogs http://www.medworm.com/rss/comments.php?id=4829022 Sat, 14 May 2011 10:08:00 +0100 4829022 http://www.medworm.com/index.php?rid=4734213&cid=t_128555_109_f&fid=34761&url=http%3A%2F%2Ffeeds.feedblitz.com%2F%7E%2F25662474%2F0%2Fneuromarketing%7ELove-Your-Returns.htm I hated returns when I was in the catalog business. I viewed returns, not without reason, as margin-killing time-wasters. The returned merchandise was often unsellable due to customer damage, missing items, or shopworn packaging. I had employees who did nothing all day but handle returns. In our lower-margin lines, I calculated I’d have to sell [...] CommentsCommentsRelated StoriesMaslow, Emotion, and a Hierarchy of ServiceWhat’s A Return Policy Worth?Simple Slogans Double Sales (Source: Neuromarketing) Neuromarketing blogs http://www.medworm.com/rss/comments.php?id=4734213 Tue, 19 Apr 2011 12:48:31 +0100 4734213 http://www.medworm.com/index.php?rid=4696975&cid=t_128555_180_f&fid=38607&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fsuccessbeginstoday%2FBHWQ%2F%7E3%2FctupqazuRjE%2F In my last post I talked about climbing a rushing waterfall in Ocho Rios, Jamaica while on the Re:create cruise. While this climb seemed impossible at first, it became easier with each level attained. When I finally made it to the top, I was filled with exhilaration, that my fellow climbers and I made it all the way up. However, little did I know that the most challenging part of the day’s adventure lay ahead. You see, to get back to the bus our path led through the Dunn River Falls Marketplace. It looked innocent enough. Just some small wooden stalls decorated with local merchandise. Very similar to any farmers market or local bazaar. The adventure started on our walk back with a young woman pointing my way, holding a colorful picture of me taken in the falls. I had a great express... Success Begins Today blogs http://www.medworm.com/rss/comments.php?id=4696975 Sat, 09 Apr 2011 19:47:28 +0100 4696975 http://www.medworm.com/index.php?rid=4610810&cid=t_128555_87_f&fid=39187&url=http%3A%2F%2Fgetbetterhealth.com%2Fonline-er-booking-is-there-a-real-emergency%2F2011.03.18 This is so wrong. You can’t make this stuff up. It seems an emergency department in Memphis, Tennessee is now taking online reservations for their services. Yes, you heard that right, you can now hop online and select the time you would like to be seen for your “emergency”. Just pay $15.00 and you can give your chief complaint, your medical history and your list of medications ahead of time, saving you time and trouble when you pop in with your pesky problem! What if the problem is serious? The computer won’t let you register and flashes a “Call 911″ sign at you. But wait! There’s more! If you are not seen within 15 minutes of your scheduled time, you money is cheerfully refunded! I’m not kidding. (more…) *This blog post was originally published at Emergiblo... Better Health blogs http://www.medworm.com/rss/comments.php?id=4610810 Fri, 18 Mar 2011 17:00:53 +0100 4610810 http://www.medworm.com/index.php?rid=4605878&cid=t_128555_109_f&fid=34761&url=http%3A%2F%2Ffeeds.feedblitz.com%2F%7E%2F25115236%2F0%2Fneuromarketing%7EReplies-Can-Change-Customer-Minds.htm It’s axiomatic that you find out how good a business really is when it has already screwed up once; the speed and nature of the fix show the firm’s true nature. After shipping you the wrong item, do they just offer to refund your return shipping? Do they overnight the correct item to you, no [...] CommentsThe United States Air Force Web Posting Response Assessment is ... by Alain NonymeOh, agreed. It's just not any less astonishing to me. ... by JenniferPlus 4 more...Related StoriesDisney Media and Advertising LabSelling to the SleepyUse Ratings to Improve REAL Satisfaction (Source: Neuromarketing) Neuromarketing blogs http://www.medworm.com/rss/comments.php?id=4605878 Thu, 17 Mar 2011 12:44:46 +0100 4605878 http://www.medworm.com/index.php?rid=4536202&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2011%2F03%2F02%2Fcan-costco-and-your-medical-practice-have-something-in-common%2F I always feel guilty when I’m at Costco and I sample a product without any intention of actually buying it. Like those delicious bite size quesadillas or that scrumptious guacamole dip.  More than buying it, I wish those sample size were bigger to tell you the truth. But that is why I have three kids… so each of them can get a bite for dad. I don’t think I should feel guilty though. Sampling product has been a common practice probably since “retail” was invented. And retailers still do it; so someone is buying the product. Right? We see sampling all over the place; not just at food retailers. For example, the company Evernote actually uses “sampling” as a business strategy. Evernote offers their product for free. The free version includes about 80% of the complete functional... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=4536202 Wed, 02 Mar 2011 11:00:03 +0100 4536202 http://www.medworm.com/index.php?rid=4464602&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2011%2F02%2F11%2Fprevention-is-the-best-form-of-medicine%2F The objective was to indentify as many children as we could that had not been seen for a well-visit in more than 12-months. The Contest To demonstrate we were serious about this initiative as a practice, and to get the staff behind the cause, I decided to do a contest. Here is how it went. We defined the contest period to be June – July. The goal… 35% more well-Childs than in 2009. The Goal A quick report showed that we did 517 well-child between June and July of 2009. Therefore, the goal was 700 well-visits for the same period (I rounded up). I choose those two months because traditionally, these two months are our least busy months of the year. I excluded August for several reasons. 1) I didn’t want the contest to appear it was taking forever and 3-months seemed like a long time. 2... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=4464602 Fri, 11 Feb 2011 07:40:27 +0100 4464602 http://www.medworm.com/index.php?rid=4139186&cid=t_128555_86_f&fid=34464&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2FDavidrothmannet%2F%7E3%2FGgDf2HXL5UY%2F This is an actual transcript. Thank you for choosing Adobe. A representative will be with you shortly. Your estimated wait time is 0 minute(s) and 24 second(s) or longer as there are 1 customer(s) in line ahead of you. [5 Minutes pass] You are now chatting with Shankar. Shankar: Hello! Welcome to Adobe Customer Service. Shankar: May I please have your email address registered with Adobe while I review your request? David: david@[mpow].org David: I’m end-user support for my organization. As far as I can tell, our organization never registered this copy of RoboHelp and I don’t have the packaging, so I haven’t been able to determine the serial number. (Without the serial, I cannot register for technical support) Shankar: As I understand that you are using Robohelp 8 and you ... davidrothman.net blogs http://www.medworm.com/rss/comments.php?id=4139186 Fri, 05 Nov 2010 14:27:53 +0100 4139186 http://www.medworm.com/index.php?rid=4119783&cid=t_128555_180_f&fid=38607&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fsuccessbeginstoday%2FBHWQ%2F%7E3%2FKHWL_7CgZrA%2F It’s Friday and I would like to give a shout out about great customer service and give you a chance to relate your customer service stories in the comments. My wife and I moved to North County San Diego about a year ago. In the process we had to find new restaurants, stores, and other businesses. It’s always hard to give up the great experiences you had in your last location. You just hope to find something similar in the new. One Saturday my wife and I headed out to the town of Vista to look for breakfast and I looked up local restaurants on Yelp. Yelp is a popular web site where people leave reviews of restaurants and other local businesses. A few good ones popped up, but one stood out with great five star reviews so we decided to head on over to discover the Sunrise Café. We were ... Success Begins Today blogs http://www.medworm.com/rss/comments.php?id=4119783 Fri, 29 Oct 2010 13:41:25 +0100 4119783 http://www.medworm.com/index.php?rid=4105768&cid=t_128555_109_f&fid=34761&url=http%3A%2F%2Ffeeds.feedblitz.com%2F%7E%2F21563806%2F0%2Fneuromarketing%7EHire-Happy-People.htm Want your customers to have a better experience? Instead of trying to train your employees to smile, just hire happy people. Apparently, you don’t have to be an expert in reading faces to tell the difference between a real smile and a “social smile.” The latter is what facial coding experts call the smile we [...] CommentsAnyone who deals with customers must be a happy person in our ... by Pablo EdwardsThat's interesting, Denise – I guess a “social smile” ... by Roger DooleyPlus 8 more...Related StoriesMore Senses, Higher SalesBit Pickles & Fuzzy OlivesNeuro-Politics: Chinese Professor Ad (Source: Neuromarketing) Neuromarketing blogs http://www.medworm.com/rss/comments.php?id=4105768 Fri, 22 Oct 2010 12:57:42 +0100 4105768 http://www.medworm.com/index.php?rid=4082092&cid=t_128555_87_f&fid=39187&url=http%3A%2F%2Fgetbetterhealth.com%2Fpatient-customer-service-is-good-care%2F2010.10.18 Gosh, a whole lot of huffing over a little word! “Customer.” Okay, now grab a paper bag and breathe slowly and steadily into it. I know it’s hard to hear that word. I am sorry to have caused such trouble. Some folks misunderstood my last post, thinking that I thought patients should only be considered customers, or that they should be referred to as customers. I never said that, nor did I imply it. I simply said that patients are customers. They are. Medical care is not free, and it is being paid for by the patient (directly or indirectly). Medicine is a business that has been so mismanaged that we are now in a crisis over its financial side. The trouble is the cost of care. Cost implies money is used, and trading money for services or goods is what business is about. We�... Better Health blogs http://www.medworm.com/rss/comments.php?id=4082092 Mon, 18 Oct 2010 22:00:20 +0100 4082092 http://www.medworm.com/index.php?rid=4036722&cid=t_128555_109_f&fid=34761&url=http%3A%2F%2Ffeeds.feedblitz.com%2F%7E%2F21198644%2F0%2Fneuromarketing%7EBit-Pickles-amp-Fuzzy-Olives.htm In The Million Dollar Pickle (retitled after a reader suggested the original title When Stories Don’t Sell wasn’t that good), I retold a story about how a single bad customer service experience turned a business author and speaker into a negative PR machine for a local supermarket. What sparked that post was my OWN version [...] CommentsRoger - This reminds me of a discussion with a good friend who ... by Ron WrightDefinitely true, Daniel. If you have heard a lot about an ... by Roger DooleyPlus 3 more...Related StoriesHoly Branding! Religion Gives Brand ImmunityThe Dark Side of AnecdotesWhy Stories Sell (Source: Neuromarketing) Neuromarketing blogs http://www.medworm.com/rss/comments.php?id=4036722 Wed, 06 Oct 2010 11:59:05 +0100 4036722 http://www.medworm.com/index.php?rid=3942840&cid=t_128555_109_f&fid=34761&url=http%3A%2F%2Ffeeds.feedblitz.com%2F%7E%2F20104788%2F0%2Fneuromarketing%7EMaslow-Emotion-and-a-Hierarchy-of-Service.htm Branding expert Denise Lee Yohn proposes a new hierarchy of customer service based on Maslow's famous breakdown of human needs. Commentssusan — i do think you're on to something — i love road ... by denise lee yohnKeep in mind that the way people actually behave – and ... by Paul WardPlus 8 more... (Source: Neuromarketing) Neuromarketing blogs http://www.medworm.com/rss/comments.php?id=3942840 Thu, 02 Sep 2010 12:03:24 +0100 3942840 http://www.medworm.com/index.php?rid=3816664&cid=t_128555_136_f&fid=39026&url=http%3A%2F%2Fcarolinemfr.blogspot.com%2F2010%2F08%2Flacking-connection-between-customer-and.html We are on vacation and having a grand old time doing all the things we shouldn't - buying too much yarn, clothes, shoes, jewelry and other necessities (we are returning the shoes to allow for our other expenses - this is what happens when you travel with an old friend as opposed to a husband who does not allow for the proper amounts of shopping time and expense). We found a beach yesterday morning, albeit a Great Lakes beach as opposed to the ocean kind I prefer, and went for a long walk to be followed by a brunch at a restaurant we found. We were very excited about our restaurant choice as its the perfect place to have brunch. They only serve breakfast and close at 1pm. After our walk, we headed there for some needed nutrition. We walked in and assumed we should seat ourselves because the... Caroline's Breast Cancer Blog blogs http://www.medworm.com/rss/comments.php?id=3816664 Tue, 03 Aug 2010 12:27:00 +0100 3816664 http://www.medworm.com/index.php?rid=3733086&cid=t_128555_87_f&fid=39187&url=http%3A%2F%2Fgetbetterhealth.com%2Fdoctor-suing-for-bad-ratings-online%2F2010.07.07 I must say I think Dr. Kimberly Henry, cosmetic surgeon, has made a big professional mistake. She has filed a lawsuit to stop online reviewers from badmouthing her on the Internet. She is seeking injunctions against at least 12 reviewers from sites such as Yelp.com and DoctorScorecard.com. Dr. Henry claims libel and defamation, invasion of privacy and interference with prospective economic advantage and is seeking $1million in general damages and $1million in special damages, etc. Now I don’t know Dr. Henry nor do I know of her plastic surgery technique. I don’t know who the disgruntled patients are or if they are unfairly targeting her. What I do know is that the Internet is here to stay and there’s no place to hide if you don’t provide excellent customer ser... Better Health blogs http://www.medworm.com/rss/comments.php?id=3733086 Wed, 07 Jul 2010 16:00:00 +0100 3733086 http://www.medworm.com/index.php?rid=3690840&cid=t_128555_87_f&fid=39187&url=http%3A%2F%2Fgetbetterhealth.com%2Fwill-physician-education-be-valued-in-the-future%2F2010.06.23 The future of American healthcare will not value physician education. Perhaps it’s time to abandon the medical school model and train millions of nurses instead at a fraction of the cost. This comment was left on my blog over at NP=MD: I don’t even compare NPs and MDs. Their models differ. One is not better than the other. The schooling — minus the residency — is nearly equivalent in terms of time spent. The problem is that NPs don’t get a long enough residency. If you take a NP and a MD, both with 20 years clinical experience, the MD does not know more than the NP. Sure, he had a few extra classes 20 years ago — which he doesn’t remember — but that’s about it. NPs aren’t trying to steal MDs’ meal tickets, they’re a... Better Health blogs http://www.medworm.com/rss/comments.php?id=3690840 Wed, 23 Jun 2010 14:00:00 +0100 3690840 http://www.medworm.com/index.php?rid=3641148&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2010%2F06%2F07%2Fcustomer-service-have-enough-but-not-too%25c2%25a0much%2F One of my docs was telling us about a patient’s experience at another practice. Apparently, the parent was at her wits end with her crying baby. She called the  on call doctor to ask for advice and the doctor told the patient, “your baby has colic’s; turn on the vacuum and stop calling.” It turned out the baby had some gastric condition (not colic’s) and needed treatment. The patient ended up leaving the practice and ended up at ours. I do not know what the exact circumstances were. Sometimes patients can tell a story that completely justifies their actions. So in the absence of the complete story, I am not going to rag on the rude doc (for lack of a better term). But the fact is we hear stories like this all the time. I’ve encountered people that have been so rude... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=3641148 Mon, 07 Jun 2010 18:00:46 +0100 3641148 http://www.medworm.com/index.php?rid=3632267&cid=t_128555_87_f&fid=39187&url=http%3A%2F%2Fgetbetterhealth.com%2Fbeware-of-medical-receptionist-extinction%2F2010.06.04 Medical receptionists beware — your days are numbered. This little gizmo was placed in one of our facility’s lobbies this week. (No, it’s not being used to get your boarding pass at the airport, but it’s amazing the parallels healthcare is taking with the airline industry.) Instead, it’s used to check in patients presenting to have their blood drawn for prothromin times. Just swipe your credit card, confirm your appointment, sign your name, and away you go! On seeing this, one doctor exclaimed: “But INR checks are my patients’ only chance to get out and socialize!” Fortunately for now there are still human assistants there to help patients learn how to use the new device. -WesMusings of a cardiologist and cardiac electrophysiologist. ... Better Health blogs http://www.medworm.com/rss/comments.php?id=3632267 Fri, 04 Jun 2010 16:00:00 +0100 3632267 http://www.medworm.com/index.php?rid=3603592&cid=t_128555_87_f&fid=39187&url=http%3A%2F%2Fgetbetterhealth.com%2Fis-your-doctor-running-late-check-it-out-online%2F2010.05.26 I just read a Wall Street Journal article about a new web-based service called MedWaitTime that allows patients to check if their doctor is running late before heading to the office for their appointment – kind of like you can check to see if your flight is late before heading to the airport. Brilliant. Nothing peeves me more than sitting in a doctor’s office reading 4-month-old tattered magazines on topics I care nothing about (saltwater fishing, seriously?), and not because the doctor had an emergency (when is the last time a dermatologist had to run out to save someone), but because the office staff routinely double books. I can’t count the number of times I walked out (my limit is 30 minutes unless I’m in agony) after giving the front office a targeted piece o... Better Health blogs http://www.medworm.com/rss/comments.php?id=3603592 Wed, 26 May 2010 23:00:00 +0100 3603592 http://www.medworm.com/index.php?rid=3581731&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2010%2F05%2F20%2Fwhat-are-your-customers-not-telling-you%2F As many of you know, customer service is an important corner stone for me. I’d say it is top three in my book. So I love when I find little nuggets on the web regarding customer service. Sonia Simone from Remarkable Communications blog wrote this brilliant post titled,  50 Things Your Customer Wish You Knew . Here are some of the ones I liked the most: Your employees treat me about as well as you treat them. I want to tell you what would make this relationship better for me. Why don’t you ever ask me? I want to trust you, but it’s hard for me to trust anyone. When I refer my friends and you give them exceptional service, that makes me look and feel smart. I love that. A lot of the time, I secretly feel like a lost little kid. I don’t admit it, but I want to be taken care of. I’... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=3581731 Thu, 20 May 2010 15:00:03 +0100 3581731 http://www.medworm.com/index.php?rid=3545537&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2010%2F05%2F08%2Fpediatric-practice-management-conference%2F Discussion How to get Government Funding for EHR How to be Successful in a Tough Economy Top Ten Legal Issues Practices Need to Know Negotiating in the New World of Managed Care Coding 2010: Modifying, Documenting, and Getting Paid Coding Tips and Billing Strategies For Getting Paid What You Deserve The Silents, Boomers, GenXers and GenYers: Managing the Generations and more! To check out the course schedule, click on this link For more information about the conference check out this link I attended last year’s conference and it was completely worth it. What I loved most about the conference, is that it is pediatric specific. There is a big difference in a conference that focuses on multiple medical specialties (like the MGMA for example), and a conference that makes pediatric practic... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=3545537 Sat, 08 May 2010 15:00:15 +0100 3545537 http://www.medworm.com/index.php?rid=3508504&cid=t_128555_180_f&fid=38619&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2FALifeCoachsBlog%2F%7E3%2FAytbZxqNpsI%2F Firstly, a MASSIVE thanks to all of you that have already bought your first edition signed copy of How To Be Rich and Happy. You’ve helped us ensure we put the book into the hands of a lot of people that couldn’t have otherwise afforded it.  And for those of you that bought multiple copies, I could kiss you! I probably wont, but you know, just saying. If you haven’t bought one yet, stop messing around and get one bought now! How To Lose Customers Depressed by my total inability to justify, even to myself, that I really do need an iPad, I changed tack this week and decided to upgrade my old iPhone even though there’s probably a new one due out this summer. My current version is about 50 years old now and only has 8 Mbs of memory which means I’m forever messing about chang... Life Coach Blog: The Discomfort Zone : blogs http://www.medworm.com/rss/comments.php?id=3508504 Tue, 27 Apr 2010 18:36:18 +0100 3508504 http://www.medworm.com/index.php?rid=3440928&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2010%2F04%2F05%2Fkill%25e2%2580%2599em-with-kindness%2F Really, if you think about it, the best way to deal with unruly people is with “kindness.” If someone is mean; gives attitude; is defensive; do you think that being mean, giving them attitude and being defensive back is going to make matters better? Killing them with kindness actually disarms the person because they have nothing to hold against you. They won’t be able to say “I’m so mad… she was just too nice!” Or if they complain to your boss or one of your doctors and say “…the front desk was giving me attitude” your boss can say, “How so?” “Well, she was saying please and thank you and being sweet.” They won’t have anything against you if you kill’em with kindness. Parent/customers can be very unreasonable and have unrealistic expectations at times, b... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=3440928 Mon, 05 Apr 2010 19:28:28 +0100 3440928 http://www.medworm.com/index.php?rid=3164097&cid=t_128555_180_f&fid=38607&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fsuccessbeginstoday%2FBHWQ%2F%7E3%2Fg8-rLGAPAaI%2F With the cold weather upon us it is flu season again. This year we have to worry about the regular flu, H1N1 flu, and now it is apparent that books will make you sneeze! No, I’m not kidding! But not just any books will cause this phenomenon… Only FREE books from a book company in Tennessee. And not everyone is susceptible… only bloggers. Yes, these books are certifiably contagious!!! To find out if you’ll start sneezing… GO HERE Gesundheit! (Source: Success Begins Today) Success Begins Today blogs http://www.medworm.com/rss/comments.php?id=3164097 Tue, 12 Jan 2010 14:13:45 +0100 3164097 http://www.medworm.com/index.php?rid=3160004&cid=t_128555_180_f&fid=38604&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fmakeitgreat%2F%7E3%2FXHGDdc4P9RU%2F Are you listening to what your customers need or are you just “hearing” what your customers need? You hear they need: Your services Your time Your talents Your products But is that what they really need? Deep down, I think they need more than that. They DESERVE more than that! Your customers need and deserve your full attention! They need you to tune them in, and tune the world out. They need you to: Turn off your iPhone, your Droid, your BlackBerry, your cell phone. Ignore anyone who walks by and to focus on the one person in front of you right now. If the phone rings and it’s a customer, shut off your TV, your instant messenger, your Skype, your Google Reader, your e-mail. Close your Dell laptop, your Macbook, your Netbook. If it helps you to listen better, close your eyes. ... Phil Gerbyshak blogs http://www.medworm.com/rss/comments.php?id=3160004 Mon, 11 Jan 2010 13:02:00 +0100 3160004 http://www.medworm.com/index.php?rid=3142698&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2010%2F01%2F05%2Fdo-you-know-why-patients-leave%2F Photo credit: mfajardo They other day I was approached by someone that was concerned about some of their patients leaving the practice. The doc wanted some insight as to why I thought this was happening. I told the person that patients leave for all kinds of reason; and this is something my docs and I struggle to understand why. We always wonder, what did we do wrong? What did they not like? Why did they not give us another chance? For the majority of patients, we will never know. I’d like to think they moved, changed insurance, or f0und something closer to home, but who knows. One may have a great relationship with a family, bend over backwards for them 100 times, take the time to answer all their questions and go the extra mile…  but then, someone in the office will do something (w... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=3142698 Tue, 05 Jan 2010 15:45:04 +0100 3142698 http://www.medworm.com/index.php?rid=3139276&cid=t_128555_180_f&fid=38604&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fmakeitgreat%2F%7E3%2FOny41gPmOqE%2F I was looking up what customer service meant to me, and what it means to others. Here’s what I discovered: "Customer service is the ability to provide a service or product in the way that it has been promised" "Customer service is about treating others as you would like to be treated yourself" "Customer service is an organization’s ability to supply their customers’ wants and needs" "Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner" "Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer" "Customer service is a process for providing competitive advantage and adding benefits in order ... Phil Gerbyshak blogs http://www.medworm.com/rss/comments.php?id=3139276 Mon, 04 Jan 2010 12:38:00 +0100 3139276 http://www.medworm.com/index.php?rid=3019254&cid=t_128555_180_f&fid=38604&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fmakeitgreat%2F%7E3%2FYOsqrsOZueM%2F Customer service is really simple. It’s all about you. No, not you, the person giving customer service. YOU the customer. Focus on YOU, and you’ll delight your customers. What is YOU? Y – Yes. Every customer likes to hear yes. Say yes more than you say no. O – Outcome focused. The desired outcome is a successful transaction of the product or service your customer needed. U – Unique. No two customers are exactly the same. What delights one might hack off another. Treat each customer uniquely. Can you focus on YOU for just a little bit longer? Thank YOU! (Source: Phil Gerbyshak) Phil Gerbyshak blogs http://www.medworm.com/rss/comments.php?id=3019254 Mon, 23 Nov 2009 13:12:00 +0100 3019254 http://www.medworm.com/index.php?rid=3017096&cid=t_128555_109_f&fid=34761&url=http%3A%2F%2Ffeeds.feedblitz.com%2F%7E%2F2027535%2Fuj5i2%2Fneuromarketing%7EDifferentiate-or-Die.htm Book Review: Differentiate or Die by Jack Trout (Second Edition) If someone asked you what set your product or brand apart from the competition, would you answer “quality” or “customer orientation?” If your answer is “yes,” you might be in for a rude awakeing… I’m not a huge fan of single concept books, but Differentiate or [...] CommentsBy: Roger Dooley by Roger DooleyBy: Linda Ireland, Author of Domino: How Customer Experience Can Tip Everything in Your Business toward Better Financial Performance by Linda Ireland, Author of Domino: How Customer Experience Can Tip Everything in Your Business toward Better Financial Performance (Source: Neuromarketing) Neuromarketing blogs http://www.medworm.com/rss/comments.php?id=3017096 Mon, 26 Oct 2009 11:49:28 +0100 3017096 http://www.medworm.com/index.php?rid=2902869&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2009%2F10%2F17%2Fcustomer-service-issues-as-a-result-of-the-credit-card-policy%2F In my last blog post, I mentioned a new financial policy we implemented in an effort to curb the growing trend of bad debt write off as a result of the economy and the rising cost of health care benefits. Today, I wanted to continue the same topic and address some of the customer service challenges we’ve had and how we’ve dealt with parent’s concerns. How has it been so far? It has been 3-months since we’ve put our policy in place and I’m happy to report that the vast majority of patients haven’t even blinked at the credit card requirement. The front desk reports occasional issues with parents. Most parents with concerns pout, but they end up handing over the card. Quite frankly, I was prepared to have more families upset and leave the practice.  But I’m ... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=2902869 Sat, 17 Oct 2009 17:00:01 +0100 2902869 http://www.medworm.com/index.php?rid=2872096&cid=t_128555_180_f&fid=38604&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fmakeitgreat%2F%7E3%2FgaM_NU2RygU%2F One of the most obvious, yet overlooked, points about customer service is to use your common sense when you’re making decisions. The immediacy of social media makes it even more obvious that this is overlooked. In honor of Customer Service Week, here are my 9 Ways to Deliver Common Sense Customer Service. First impressions matter (a lot!) – The first thing your customer sees or hears is REALLY important, and it sets the tone for the rest of the transaction. Take some time to make this a good one. Smile, comb your hair, take a deep breathe, and smile some more. Tune the customer in and the world out – When your customer is talking, listen to what they’re saying. Turn off your iPod, don’t answer your cell phone, don’t play on Twitter, just tune your customer in and tune the re... Phil Gerbyshak blogs http://www.medworm.com/rss/comments.php?id=2872096 Thu, 08 Oct 2009 08:18:00 +0100 2872096 http://www.medworm.com/index.php?rid=2879584&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2009%2F10%2F05%2Ftwelve-customer-service-rules%2F Lately, we’ve been getting customer service complaints at our practice. If you’ve read my post in the past, you know that customer service is a huge thing for me. So admitting we’ve been having customer service issues is a big deal. But this blog isn’t only about our successes as a medical practice, but also about our challenges, lessons learned, and how we’ve dealt with those challenges.  If you notice up at the top of this page, the description of the blog reads, “dissecting the business of a private practice for the purpose of examining its parts and discourse.” Anyway, I wrote an email to our staff letting them know my thoughts about the customer service issues we were having and I came up with a list of 12 things to have in mind in customer service. I wanted to share wi... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=2879584 Mon, 05 Oct 2009 23:14:50 +0100 2879584 http://www.medworm.com/index.php?rid=2862769&cid=t_128555_180_f&fid=38604&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fmakeitgreat%2F%7E3%2FX8i8EcKv_Cc%2F This week when you go to your favorite coffee shop, get your hair cut, talk to your cell phone or cable company, or even go grocery shopping, pause for an extra second and thank those who serve you. It’s Customer Service Week and all week over at Slacker Manager, I’m going to be sharing my best tips on making a GREAT customer service week. If you want a little inspiration this week, I’m doing a webinar this Thursday called Recession Proof Your Customer Service, along with 4 other great sessions from: Rich Hand, Executive Director of Membership for HDI Chris Dancy, Founder of ServiceSphere Brandon Caudle, Author of Customer Service Voodoo Pete McGarahan, President of McGarahan and Associates If you’re a member of HDI, all 5 webinars are complimentary. There are many levels of mem... Phil Gerbyshak blogs http://www.medworm.com/rss/comments.php?id=2862769 Mon, 05 Oct 2009 08:20:00 +0100 2862769 http://www.medworm.com/index.php?rid=2824187&cid=t_128555_111_f&fid=36048&url=http%3A%2F%2Ffeeds.b5media.com%2F%7Er%2Fb5media%2FAHeartyLife%2F%7E3%2FdXumzlPNR-c%2F I got a surprising call today from none other than my insurance company. In the past, this has never been good. Our last insurance company used to call repeatedly to find out if we had any other insurance. I would answer that they we didn’t, and then they would fail to mark this down and call us the next week with the same question. If a company can’t even remember what they asked you last, how can they adequately cover you? But this company wanted to know if I had any questions. I had to repeat it back to the lovely woman on the phone. “You want to know if I had any questions?” I had to stop and think. I was floored. She also wanted me to know here I could find more information about doctors and coverage. She gave me a phone to call if I found that I did have any ... A Hearty Life blogs http://www.medworm.com/rss/comments.php?id=2824187 Tue, 22 Sep 2009 23:14:57 +0100 2824187 http://www.medworm.com/index.php?rid=2758164&cid=t_128555_177_f&fid=38134&url=http%3A%2F%2Fbabybound.wordpress.com%2F2009%2F09%2F02%2Fchase-bank-can-suck-my-dick%2F **this post as nothing to do with anything.  But I’m mad.  So deal. OK.  I’ve been a Wamu banker for over 10 years.  I have a platinum account with them and have done a great deal of business with them.  I have a total 6 accounts with them!  So naturally, you would think that if there was something suspicious with my account, they would be more than happy to help me right?  O I’m so sorry to tell you this, but you would be dead wrong. When Wamu was purchased by Chase, everything went to hell in a hand basket. We have recently been the lovely recipients of bank fraud.  Somebody has been transferring our money around and then withdrawing it.  Like 5 times a day.  For a month.  Awesome right? You would THINK that the bank would help us out.  Its so obvious that i... B a b y B o u n d blogs http://www.medworm.com/rss/comments.php?id=2758164 Wed, 02 Sep 2009 18:15:13 +0100 2758164 http://www.medworm.com/index.php?rid=2752045&cid=t_128555_125_f&fid=34820&url=http%3A%2F%2Fwww.dentalblogs.com%2Farchives%2Fadministrator%2Fpatients%25e2%2580%2599-texting-is-testing-dentists%25e2%2580%2599-patience%2F The Chicago Dental Society ran a Facebook poll back in June/July: Is cell phone texting by patients in the dental chair a problem for the dental care team? Four out of five responding dentists said that their patients do text in the chair, and nearly half of those dentists gave a hearty “yes!” in regards to texting causing a problem. Oddly enough, about a third of the responding dentists revealed that they post their “no cell phones/mobile device” policy for patients to see. One dentist said that patients sometimes sit up during treatment to answer a cell phone call. Not all dentists think texting is a problem. Kids, for example, who are occupied with texting may feel more at ease during treatment. And kids, as you know, can text with their eyes closed, so they don’t even have to... dental blog for dentists about dentistry blogs http://www.medworm.com/rss/comments.php?id=2752045 Mon, 31 Aug 2009 14:43:57 +0100 2752045 http://www.medworm.com/index.php?rid=2879593&cid=t_128555_123_f&fid=39036&url=http%3A%2F%2Fpediatricinc.wordpress.com%2F2009%2F08%2F13%2Fsubtle-lessons-from-disney%2F I mentioned in my previous post that the family and I visited Disney World a few weeks ago. I love Disney because they know how to create a user experience.  I don’t think anybody does it better. There are hundreds (if not thousands) of things businesses can learn from Disney. They are truly a remarkable company. During this trip, I noticed a few subtle things that I think as a practice manager I can learn from. 1 – Name tags Photo credit: Joe Penniston At Disney, everybody wears a name tag. And the name tag also shows where the person is from. It doesn’t matter if you are the manager or the cleaning person, everybody has a name tag. The name tag is important for several reasons. For starters, I think Disney staff becomes more personable. When you know someone’s name, the int... Pediatric Inc blogs http://www.medworm.com/rss/comments.php?id=2879593 Thu, 13 Aug 2009 16:11:27 +0100 2879593 http://www.medworm.com/index.php?rid=2691804&cid=t_128555_180_f&fid=38619&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2FALifeCoachsBlog%2F%7E3%2FIkplx47UbC4%2F Every time I leave SunTrust Bank I hear the words “Thank you for banking with SunTrust we really do appreciate your business” Ah that’s nice I have thought on more than one occasions, I’m appreciated. Let’s face it, we all like to feel appreciated from time to time. A couple of years ago prior to my book going on sale I felt a tad less appreciated. I wanted to set up a merchants account to take credit cards online and had arranged to meet with the SunTrust area representative. It was a strange meeting to say the least. If I’d ever had a sales person working for me that not only had their cell phone switched on, but took two calls during a prospect call, I’d be having stern words at the very least. Consequently, I got over-charged for some stuff, the account didn’t get opene... Life Coach Blog: The Discomfort Zone : blogs http://www.medworm.com/rss/comments.php?id=2691804 Sun, 12 Jul 2009 19:56:26 +0100 2691804 http://www.medworm.com/index.php?rid=2594660&cid=t_128555_180_f&fid=38619&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2FALifeCoachsBlog%2F%7E3%2FIkplx47UbC4%2F Every time I leave SunTrust Bank I hear the words “Thank you for banking with SunTrust we really do appreciate your business” Ah that’s nice I have thought on more than one occasions, I’m appreciated. Let’s face it, we all like to feel appreciated from time to time. A couple of years ago prior to my book going on sale I felt a tad less appreciated. I wanted to set up a merchants account to take credit cards online and had arranged to meet with the SunTrust area representative. It was a strange meeting to say the least. If I’d ever had a sales person working for me that not only had their cell phone switched on, but took two calls during a prospect call, I’d be having stern words at the very least. Consequently, I got over-charged for some stuff, the account didn’t get opene... Life Coach Blog: The Discomfort Zone : blogs http://www.medworm.com/rss/comments.php?id=2594660 Sun, 12 Jul 2009 19:56:26 +0100 2594660 http://www.medworm.com/index.php?rid=2463497&cid=t_128555_180_f&fid=38607&url=http%3A%2F%2Ffeedproxy.google.com%2F%7Er%2Fsuccessbeginstoday%2FBHWQ%2F%7E3%2FmvtSrj3WWwQ%2F My wife and I had a great adventure last weekend. We decided to go to the nearby coastal town of Vista for the day and we wanted to have a great breakfast. What better way than to Google… “Best Breakfast in Vista, Ca.” The results in Google pointed to a little hole in the wall diner, called Allen’s Alley. We visited their web site and headed down to the coast. When we got there, we found a small little building almost hidden away in an alley behind the main area of downtown Vista. We got out and noticed people eating outside, but we decided that inside would be better on this chilly overcast morning. As we walked inside, we noticed a full restaurant with patrons at tables and around the bar. The atmosphere was friendly, and it seemed like most of the people were pro... Success Begins Today blogs http://www.medworm.com/rss/comments.php?id=2463497 Tue, 07 Apr 2009 15:22:19 +0100 2463497 http://www.medworm.com/index.php?rid=2052589&cid=t_128555_125_f&fid=34820&url=http%3A%2F%2Fwww.dentalblogs.com%2Farchives%2Fadministrator%2Fdental-office-management-answering-the-phone%2F Have you ever called a company and been put on eternal hold? Or how about those calls where the person you’re speaking with asks you to wait a minute, then starts talking to someone else so that you can hear their conversation. I’ve actually called a dental practice and was greeted with a gruff, “Hello?” I thought I had the wrong number, but when I asked for the dentist, I was told, “Yeah, hold on,”and that was followed by the sound of a phone being dropped on a desk and footsteps shuffling around. Finally, I was told to call back later and then - click - the call ended. If you aren’t paying attention to how your office phone is answered, you could be losing lots of patients. The inital call is your chance to make a great first impression. That s... dental blog for dentists about dentistry blogs http://www.medworm.com/rss/comments.php?id=2052589 Thu, 18 Dec 2008 16:02:17 +0100 2052589 http://www.medworm.com/index.php?rid=740540&cid=t_128555_86_f&fid=35595&url=http%3A%2F%2Ftunaiskewl.wordpress.com%2F2007%2F07%2F17%2Fcustomer-service-internet-filters-and-blogging-rules%2F In quite a good post on blogging post the Google Health/Sicko Ad debacle, Matt Cutts posted a long article on his blog about the rules of blogging–one of which was don’t blog when you are mad.  A very good point, indeed, as were all his others.   Luckily, I am not exactly mad–just finally experiencing poor customer service in a library and really having it hit home what it means. I live in pretty small town America.  Okay, miniature town American might be a more apt description.  Even though my town is small, the public library here is wonderful–beyond my wildest hopes wonderful.  The building is large, new, and inviting; there is free wireless; and there is no shortage of good books available–when I lived in big city America not too long ago, I generall... omg tuna is kewl blogs http://www.medworm.com/rss/comments.php?id=740540 Tue, 17 Jul 2007 23:51:01 +0100 740540 http://www.medworm.com/index.php?rid=725403&cid=t_128555_109_f&fid=35677&url=http%3A%2F%2Ffeeds.feedburner.com%2F%7Er%2FBrainBasedBusiness%2F%7E3%2F132369142%2Fthanks_jose_davila_and_wegmans.html Strange events call people together, as happened last night when I met Jose Davila a Wegman’s employee and business leader with unique talents for customer service that suggest why I’ll return to Wegman’s.  Jose’s story also shows why so many of us recommend this fine food-chain. When Capital Magazine editors asked me for a feature article for their November issue,  I decided to explore how  companies today compete for those hard to land places at the top. Not surprisingly, I discovered that winners tend to champion brain based problem solvers – and yesterday I met another such leader at Wegmans. Let me back up though …. here’s what happened … I locked my keys in the car after making a few purchases at Wegman’... BrainBasedBusiness blogs http://www.medworm.com/rss/comments.php?id=725403 Tue, 10 Jul 2007 19:05:08 +0100 725403 http://www.medworm.com/index.php?rid=707213&cid=t_128555_109_f&fid=35677&url=http%3A%2F%2Ffeeds.feedburner.com%2F%7Er%2FBrainBasedBusiness%2F%7E3%2F129363777%2Fare_they_brain_dead_on_your_pl.html In "Our System Isn't Set Up for Death" Tom Vander Well reminded us that it’s Friday and time to chuckle.In Tom’s words …  “This little transcript has been making it around the blogosphere and e-mail lists.” Nobody seems to know its origin…. Do you?A young man calls Citibank because they keep sending bills and finance charges to his dead relative:Family Member: "I am calling to tell you she died in January."Citibank: "The account was never closed and the late fees and charges still apply."Family Member: "Maybe, you should turn it over to collections."Citibank: "Since it is two months past due, it already has been."Family Member: "So, what will they do when they find out she is dead?"Ci... BrainBasedBusiness blogs http://www.medworm.com/rss/comments.php?id=707213 Sun, 01 Jul 2007 02:11:26 +0100 707213