How Well Do Parents Know What You Do As a Pediatrician?

It’s hard to appreciate the value that pediatricians provide when one is not aware of exactly what it is that pediatricians do.

During the summer months, I posted on our practice’s Facebook page, a note encouraging parents, to schedule their children’s wellness visits.

Although the message was for our entire Facebook community, I wanted to catch the eye of parents with teenagers. Don’t know how well you manage teens in your office, but in our office, we have decent wellness visit numbers with younger patients. The teen population?

Not so much. Once the teen years kick in, we mostly see them when they are sick.Screen Shot 2016-02-26 at 11.48.51 AM

I wanted to encourage parents to make their wellness visits but also throw in a subtle nudge to parents with teens.To get their attention, I opened with this line: Did you know pediatricians are trained to treat children from birth to adolescence? Then I went on to talk about the importance of wellness visits etc.

Something interesting happened. The post outperformed other Facebook post. It received more likes that than the ordinary. But that the surprise me. What surprised me the most, were the comments from parents.

One mom said, “it’s good to know the pediatrician can see my teen.”

Another said, ” Timothy is going to be so happy when I tell him Dr. B can still see him.”

WHAT WAS THE LESSON?

It’s an age-old lesson. It’s a lesson on assumptions and what happens when we make them.

That simple, otherwise ordinary status update, got me thinking about how well (or not) we communicate what it is that we do as pediatricians. If so many people weren’t aware that pediatricians can treat teens and beyond (0-21), what else don’t they know? The irony is that our website is tagged with the line “Pediatric & Adolescent Medicine.”

OPPORTUNITY

We clearly have a communication problem. And I would argue that our lack of proper communication about what it is we do as pediatricians (more than runny noses and giving shots) is why many parents don’t see the distinction between a retail clinic and a pediatrician.


 

It’s hard to appreciate the value that pediatricians provide when one is not aware of exactly what it is that pediatricians do.

 


 

The good news is that there is a significant opportunity for pediatricians to cover a lot of ground. How so? By using social media channels to educate our community about all the great services we are trained to provide.

I also believe that leveraging this opportunity could aid your practice in differentiating itself from the competition.

WHAT IS YOUR COMMUNICATION STRATEGY?

Since I realized there was a chasm between our assumptions and the reality, I’ve been intentional about informing our community about the training, knowledge and expertise our pediatricians can address.

Some of it may seem too obvious for those of us that do this every day. Like explaining the importance of wellness visits.

But the truth is, some parents don’t know about yearly wellness visits. They assume that because the child no longer needs shots, they don’t need to go to the doctor.

Beyond promoting wellness visits, I use many of the things included in the Bright Futures guidelines as a way to highlight that a visit to the pediatricians is highly comprehensive.

And by educating our population, I’m also marketing our practice in a unique way. Instead of mentioning in a promotional piece that we accept most insurance plans, I may mention that how we can provide family support, safety and injury prevention, or mental health.

MARKETING STRATEGY

Not only is promoting and sharing this information relevant and valuable to parents, but I also think it is an excellent way to differentiate ourselves from the MinuteClinics or other medical services that overlap with pediatrics (i.e. Urgent Centers, Family Practice, Telemedicine).

YOUR CHALLENGE

Think about your medical practice’s communication strategy, or lack thereof. What is your practices unique selling proposition? What problems do you solve that others don’t? Then think about how best to communicate your message. Also, consider the channels you’ll be delivering your message. By channels I mean, traditional advertising, email campaigns, social media, etc.

Remember, each channel is unique, thus requires you to craft the message differently.

I’ll leave you with this… times are changing. That is certain. And we have two options, two paths to choose from. Disagree with how things are changing, or find ways to agree with the shifts in a way that benefits you and your practice.

A Vital Aspect Of A Medical Practice That Practice Managers Cannot Afford To Overlook

A wise person once said, “a gentle answer deflects anger, but harsh words make tempers flair.” Therefore, the best way to dismantle anger, frustration, disorderly, disruptive or unruly people, is by employing respect, candor and kindness.

When we talk about managing our practices more efficiently, we think about negotiating with insurance companies, proper coding, practice financials, revenue per visit, E&M code distributions and a bunch of other objective things.

I find it interesting, however, that we put so much focus on maximizing revenue and minimizing cost, but ignore a topic that far consumes our time. And arguably is more important to the “health” of a pediatric practice than the things we consider “best-practices.”

Screen Shot 2014-07-10 at 11.59.51 AM

The topic I’m referring to is “people.” Specifically employee and parent/patient interactions.

Poorly managing how people interact with one another can have far-reaching consequences and be far more devastating than say, a bad payor contract. But how much time do we spend on honing interaction with people of our practices?

Medical practices revolve around people. We all know that we spend more time with co-workers than we do with our families. And due to the nature of our business we are engaging with people hundreds of times a day.

Most of these interactions go without notice, but many result in conflict. And the ones that result in a conflict (all it takes is just one) carry the potential to rip through the fabric of your practice.

LET’S TALK ABOUT A CONFLICT FREE WORKPLACE

The unhealthy tension in a workplace is disruptive and highly counterproductive. Unresolved conflict ruins a company culture. And a weak company culture is like a bad cough. You can’t hide it.

Consequently, addressing tension in the workplace is just as important if you want your practice environment to be a collaborative, mission-driven, high performing practice.

HERE IS WHY THIS MATTERS TO YOU AND YOUR PRACTICE

Happy employees enhance the company’s culture. Content, conflict free employees make for a better workplace, as well as create a pleasant experience for parents/patients visiting the practice.

All this translates to patient/parent satisfaction.

TIME TO EXAMINE

Now, think about how your practice employee treat unruly parents? Does you or staff become defensive or perhaps condescending? Do you unintentionally patronize them using tone, language or body language?

How about coworkers or your practice partners? During conflicts, do you push back as hard or harder as they push you? Are you passive aggressive? Do you have contempt for them? Are there harbored resentments, unaddressed conflicts, unsettled disputes?

THE FIRST STEP

Now, disagreements, arguments, tension, miscommunications, hurt feelings, etc. are unavoidable. The only way to eliminate those kinds of issues is to live by yourself (and even then you have to deal with yourself). We will always have issues with parents, co-workers, partners, and vendors. It’s just part of working with people.

But the key to a conflict-free workplace lies in how each of us reacts to the tension.

Our behavior during or after the conflict will ultimately determine if the issue perpetuates or is resolved.
Think about someone you don’t like. It could be a co-worker or even a relative. Now think about how your behavior is affecting the relationship. Is your behavior making things better or worse?

THE SECOND STEP

When things get emotional and, conversations go from casual to critical, the worst of us usually comes out. Pushing back starts us down a bad path that is often hard to recover from.

We know that being defensive, condescending -or my favorite, sarcastic- doesn’t lead to a path of resolution. But these three things do set us up on the right path:

Respect, Candor & Kindness

Sounds simple. Too simple in fact. But what is the alternative?

A wise person once said, “a gentle answer deflects anger, but harsh words make tempers flair.” Therefore, the best way to dismantle anger, frustration, disorderly, disruptive or unruly people, is by employing respect, candor and kindness.

I’m not suggesting this is easy. Some people get on our nerves. You may even feel the urge to provide too much candor. Other situations are unfair and responding with respect and kindness is difficult. And the truth is some don’t deserve your respect.

But even so, fighting fire with fire doesn’t make things better. But fighting fire with water gives us a chance to resolve.

So the next time things start to get heated with a parent or even a coworker remember, that how we approach a conflict will largely determine the outcome.

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 our task, that we lose the service-centric service that we started out with.

Samuel Johnson said, “Men more frequently require to be reminded than informed.”

With this in mind, I’ve put together a slide deck that highlights a few axioms I use to remind team members (as well as myself) how to get back on a customer service-centric track.

In the comments, share with us what are your favorite customer service axioms?

Lessons in Customer Service

One of the hardest thing about customer service, in my mind, is the unpredictability of people. If we knew how people will react, then customer service would be a science, instead of an art.

That is why when I’m dealing with an irate parent, I try to remind myself not to have any preconceived notions.  I try not to make any assumptions about the caller or the situation.

Because no matter how many times I’ve talked to parents, I almost never predict the parents attitude, demeanor, or response.

So how do I overcome this little challenge of unpredictability?

This might sound corny, but before taking a call that I know will be unpleasant, I try to keep these three things in my mind:

1 – Keep cool, always.
2 – Kill’em with kindness.
3 – Give them the benefit of the doubt.

I’ll be honest, I’ve broken these rules before. Sometimes just one or two. Other times, all three – within the first 30 sec of the call.

But in my experience, when I keep these three rules present, the call goes way, way better. In fact, afterwards, I even feel good about taking the call in the first place.

Next time you are taking a call that you know is not going to be pleasant, consider these three things. And let me know how it went for you. My guess is that you’ll do just fine.

Do you have any tricks that you would like to share about dealing with irate parents?

Gift Cards, MRIs and Customer Service

Last week I had to go to the hospital to get an MRI. My appointment was at 11:30 and as any outstanding member of the healthcare community would do, I arrived at 11:25. After I was registered, I was taken back to the imaging waiting area where I waited about 30 minutes before the tech showed up.

The tech was very courteous. She asked a series of medical questions and then she reviewed the process and allowed me to ask questions. She even shared a personal story about having to get into the MRI machine and feeling a little claustrophobic herself.

Amy also acknowledged that my appointment was at 11:30 and by that time, we were pushing 45 minutes behind schedule. She explained that there was a STAT request and the patient was posing a little bit of a challenge so it was probably going to be another 30 maybe 25 minutes before they could bring me in.

She offered another machine – the one that was less open – but because I’m too chicken, I decided to keep the one that I had originally requested, which was the one that was being used.

Amy did a great job of keeping me updated and notifying me how we were doing on time. Which I appreciated it. About 30 minutes later, they brought me in.

After the MRI was completed, the tech walked me out. She went over some instruction, explained how long it would take before they’d get the results back and that if I had any questions, I could call her (or a member of her team), directly. She wrote the number down on the card. A very nice touch.

Then she said she was including a $10 Target gift card for having to wait so long. 

I was surprised. I thought it was a very nice and unexpected touch. The kind that builds loyalty.

When I got in my car, I started thinking about the gift card, the waiting, and the excellent customer service I received.

I thought to myself, what if our office started giving out gift cards when parents had to wait longer than usual. How would that go over with them?

But then I thought, wait a minute. In healthcare, people are going to have to wait. It is not like we run a car wash where we can usher people in an out every 3 minutes. Besides, after a few gift cards, would parents start to expect them? 

I don’t know how I feel about the gift card.

On one hand, they wow’d me. They were courteous, helpful, informative and super nice. And in addition to that, they gave me a little gift that in essence acknowledges the fact that my time is valuable and despite their best effort, the delay was an inconvenience to me. That’s all from a patient/customer. But from a management perspective, I see it different.

Hospitals are certainly not places where people go in one door and out the other one after the other with little or no delay. Things come up, emergencies occur, unexpected things walk in the door all the time. So why should they apologize for something that is beyond their control?

Certainly we can continue to be empathetic, but apologize and reward people for having to wait?

Don’t get me wrong, I was truly impressed; I thought the gift card was awesome. And I thought it was a very good idea. But from a management perspective, I have a little trouble with this because I think it sets a precedent and a misleading expectation.

What are your thoughts? Do you think it was appropriate? Would you give gift cards to parents that have been waiting a long time to see you? I’d love to hear your thoughts.

Four Tips To Improve Customer Service In Your Medical Practice

In our practice, customer service is a corner stone of our core value as a company. We feel it is one of the easiest and less expensive ways to distinguish our selves from other health care providers in the area.

I always say to our team members, “the Amoxicilin we prescribe in this office is the same Amoxicilin that the practice down the road prescribes. The Prevnar we give out here is the same Prevnar other practices give out. For the most part, we treat ear infections the same way other docs treat ear infections. The only thing that differentiates us is, us.”

The thing is, customer service is very difficult to provide in a health care settings. For starters, people are already apprehensive about the visit. Nobody wants to visit the doctor’s office, even if it is for a wellness visit. And then we have the kids. They are terrified.

It is not like going to Disney where people’s happy meter is at 12 on a scale of 1 – 10. We are in the same boat as the lost baggage claim desk at the airport. Nobody wants to visit the lost baggage claim desk. Nobody is down there thanking the agent for not loosing their luggage.

So to provide exceptional service, we have to go above and beyond because we start out in a hole, so to speak.

So, what are the different ways one can improve with customer service?

The best way to improve your customer service, is by going directly to the customer and asking them. Right? But if your practice is anything like ours, it is hard to get people to answer surveys and mail them back. And if you give it to them as they are checking out, they usually brush through it as if we  only give them 20 seconds to complete.

Here are four tips that perhaps may help you engage parents to provide constructive criticism:

 1. Handing Parents a Questionnaire with an addressed pre-paid envelope.

The prepaid envelope is the kicker here. This way, parents don’t have to search for a stamp and remember your address. Also, they don’t have to feel obligated to answer the questionnaire right then and there.

2. Send a SurveyMonkey (or any other service like SurveyMonkey) link to a questionnaire you have already prepared.

Sending an email with a link is another idea that may work for your office. Especially if you have young, Internet focused practice. Another advantage of a service like this is that the results are collated.

3. If you are a manager, work the front desk or answer the phones for a day or two or maybe even a week.

This tip reminds me of the show called Undercover Boss. For those that haven’t heard of it, the show highlights a different CEO of a major corporation every week, going to work for his own company while undercover. During that week, the undercover CEO works front line type position within the company getting to know employees, how they do things and what are their thoughts on the company, life and other things.

After a week, the CEO reveals to the the participants that he is in fact the CEO and that he was there to get a better idea of how the company worked from the perspective of a front-line employee. The CEO also reveals many of the changes that the company will do as a result of what the CEO learned during his undercover stint. The CEO even incorporates many of the suggestions of the employees he worked with during the undercover stint.

The take away from this tip, and the show, is that when one works the front line, one gains a completely different perspective on the business. This perspective will give you keen insight into how to better service both your internal, as well as, your external customers.

4.Post a sign in your waiting area that reads – Our goal is to provide the best service we can provide. If you are not satisfied with the service you’ve received, please give me a call. I’d like to know about it – Manager

We don’t do this, but as a result of writing this blog post, I’m going to put up a sign, with my email address so that parents that are not happy with our service can reach out to me and let me know first hand their issues.

I think this is a powerful tip because it addresses several issues at once. For starters, I think it shows people, both staff and parents that we are serious about providing excellent customer service.

Secondly, the idea of having a sign out front with my email so that people can reach me will also have a psychological affect on that the staff. It is a good reminder for them to button up their attitude because anyone could send me an email to complain about them.

Clarification

I think it is worth mentioning that when I refer to customer service, I’m not mixing what the patient needs and what the parent wants. I’m not suggesting that the doc disregard his/her medical judgement to please a mom for the sake of customer service.

The way I differentiate it is like this. The patient is the patient and should be treated as such. The parent, on the other hand, is the customer. For the customer, we will go above and beyond to meet their needs but not at the expense of the patient’s needs.

Do you have any ideas that could help others improve one’s customer service?

The Promise, What Your Medical Practice Can Learn From L.L. Bean

Last year I bought a new jacket from L.L. Bean. I had only been using it for about month before I found a small tear in it. I’m not entirely sure, but I think the tear happened when I was putting my son’s hockey skates on. The blade must have sliced through the fabric.

A few weeks later, I was at the L.L. Bean store buying a present. As I was paying, I said to the lady, “… you know, I got this jacket a couple of months ago and this little tear started… can I exchange it?”

Without hesitation, the sales rep says, “Yes, of course we can replace it!” She hardly even looked at the tear. She immediately called up another rep and said, “can you go get me XYZ model for this gentlemen… his jacket has a tear in it.”

No questions; no, do you have a receipt; no, how long have you had it? How did the jacket tear?”

Wow, I was impressed.

The rep then turned to the present I was buying and asked if I wanted to open up a credit card with them and save 10%. I said no, but told her that I had a 10% coupon for the item I was buying.

You know what she did? Instead of doing an even exchange for the ripped jacket, she gave me a full refund for the ripped jacket, and then applied the 10% discount to a new jacket (same jacket and model). So, not only did I get a brand new jacket, I saved 20 bucks.

I was blown away by the customer service. I was very impressed. I even texted my wife and told her about my new jacket and the savings.

Back in the car, I couldn’t get over what the sales rep had done. And as I always do, I started analyzing the situation trying to extract lessons I can put into practice at our medical office.

I found the lessons once I read their website. This is what their website says: Our products are guaranteed to give 100% satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We do not want you to have anything from L.L.Bean that is not completely satisfactory.

I other words, if I, the customer, am not satisfied, neither is L.L. Bean.

Looking back, it was clear why the rep didn’t hesitate to give me a new jacket. As an employee of L.L. Bean, her job is to fulfill the promise. That is why she didn’t ask questions or give me a hard time. Although I didn’t know it, their company promise was at stake right then and there.

Leon Gorman, chairman of the board of L.L.Bean, stated, “A lot of people have fancy things to say about Customer Service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.” As you can see, this is a commitment that comes from the top.

My question to you (and to myself) is, what promise are you making to your parents?

Naturally, as pediatricians, there is a commitment to do no harm, to always act in the best interest of the child, as well as give the best possible healthcare. But I’m not talking about that. Because that is a given. That is like being a restaurant owner and committing to selling fresh food.

I’m talking about a promise that goes above and beyond the expectations. I’m talking about a promise that you will deliver no matter what the circumstances.

For us, this is the promise I’d like to make to our patients: Provide exceptional service, remarkable care, over the top compassion, and unabashed empathy.

What is your promise?

Twelve Customer Service Rules

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.

EmpathyResolveBut 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 with you the email because I think they are good reminders.

Oh, one thing that I want to mention before I share the note is that we recently implemented a new policy that has pissed off a few of our parents. I’ll blog specifically about the new policy in a subsequent post, but I wanted to mention it because my memo (to the staff) makes several references to this new policy.

Staff,

Lately, I’ve been getting a lot of customer service complaints. It seems that I get at least two a week. As you know, this is an important subject for me. For me, customer service is KING in business. It doesn’t matter how good a product or service can be, if one does not provide proper customer service, one will not do well.

I agree some of the problems recently have been about our new office policy. However, many of the customer service issues have not been about the policy alone, but rather the “attitude” the front office has displayed. Many have told the doctor, “…it wasn’t the part of about the policy; it was the way it was addressed.”

Parents have also been complaining about the constant “personal” chatter and how they have to wait until [the staff] finishes [their] “water cooler conversation” before acknowledging the patient. Two patients have brought this up.

Parents have complained about “texting” as well. “Every time I approach the [front] desk, someone is always texting or fiddling with their phone,” said one parent to Dr. B the other day.

I know working with the general public is VERY difficult. And I also know the new office policy has put a lot of patients on edge. But the issue here is not that people are complaining about the policy alone. I can live and deal with that complaint if that were the only problem. But it seems there is a level of apathy and lack of enthusiasm when dealing with parents.

Needless to say, this is unacceptable and it must stop.

Remember, we are here for them… there is no other reason. So please, have these things in mind.

1)      Acknowledge people as soon as they approach you. Say hello, good morning, say hi to the patient, make a joke, comment on their clothes, something.

2)      Empathize with parents… try to have a genuine understanding for their needs.

3)      Resolve. Look around corners, go the extra mile, make that extra effort.

4)      Smile, always. Even when on the phone.

5)      Remember, parents are on the same team as us. Don’t take the stand, “…this is how it is, so, you either like it or not.” It is a partnership. Try to help them understand why we have to do, what we have to do.

6)      Say: please, I apologize, unfortunately, unable… find words that don’t sound as bad. Sometimes we do have to say no. But how we say it makes a huge difference.

7)      Take responsibility and ownership for the practice, its policy, and its members. Don’t insinuate, “It is the doctor’s policy,” suggesting, “I have nothing to do with this, I’m just letting you know.” On the contrary;  the practice ought to be yours as much as it is ours. It is YOUR place of work. Embrace everything about it.

8)      Perception is everything. It doesn’t matter if you think you are not being rude or you said something the right way. If the parent’s interpretation or perception does not jive with what you intended, then try again, because you are not doing a good job of communicating.

9)       Frame the situation. If you say, “well, this is the policy and it applies to everybody and that is that” you won’t get a gentle response. Rather, you can approach the patient and say, “I understand why XYZ may concern you, but this is what we’ve done to ensure your concerns does not happen…” or instead of saying “It is the doctor’s policy to always see the patient and not treat them over the phone” one can say, “I think it is best if you bring Timmy in today because it will be difficult for the doctor to make an appropriate assessment over the phone.” Or “the doctor would prefer to see the patient because that is really the only way to make sure and know what Timmy really has.”

10)  Communicate and inform. Let people know what is going on, how long they will have to wait. Also, offer water, a magazine or maybe ask the parents if they would feel better waiting outside where it isn’t so cramped. Offer to put a movie.

11)  Do your jobs carefully, but faster. If you need to enlist help, do so (including me).

12)  Be aware of what is going on and act. For example, how long have people been waiting? Who needs what and when? What can I do to make the experience for the patient better? What can I do to help get this patient out of here faster?

What we are asking from you is EMPATHY, ENTHUSIASM & RESOLVE.

If you think these are good things for your staff to remember, then I’m sure you’ll also like these Ten Golden Rules for Your Medical Office Staff.

How about you, what else would you add to the list?

We All Get 10-Stars

Our jobs (especially in this economy) is to NOT give our customers/patients/parents reasons to take away our stars.

Over the weekend, my family and I went to eat to a restaurant we had not been before. It was a very nice, fancy, chic place. After settling in, we discovered there was no kids menu. The restaurant was elegant, but it wasn’t THAT kind of restaurant. I took away one star.

97897802_5f0ebfbd3c (1)
Foto Credit: takingthemoney

Trying to get our order just the way we wanted was difficult. Apparently, they frown upon any type of substitutions and for the most part, they were unable to accommodate any particular request. No deviation from the menu. I took away two more stars.

After about 15 minutes of waiting I asked about our appetizer and the server said we had not ordered an appetizer. To which I responded, “I believe we did!” Minus one more star.

Then, our meal took roughly another 35 minutes to arrive. The restaurant was not busy at all and it appeared they were properly staffed. Took away 3 ½ stars.

Everybody enjoyed the meal and although I returned two stars, the damage had been done.

What is the lesson?

What I learned from this experience is that it is often the smallest little things that create the biggest disappointments. It might be how one answers the phone, how long one takes to return a voice mail, a statement that had the wrong balance or the lack of a kids menu.

We can decide that patients and customers are unfair. But the reality is that you are only as good as your last performance; and the expectation from patrons is to receive a perfect level of fulfillment everytime.

We all start our with 10 Stars

Fundamentally, it is really up to us keep our stars, not for customer to award them. You see, those of us in the service industry (I would go as far as to say that some of us are in the hospitality business) need to remember that we all start out with 10 stars. Customers, clients and patients, from the getgo anticipate and expect the office visit to go smooth, the meal to be delicious and the service to be unmatched.

Our jobs (especially in this economy) is to NOT give our customers/patients/parents reasons to take away our stars. Otherwise, they will be just like Jack.

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to FurlAdd to Newsvine

Is Your Medical Practice “That” Office?

Is your medical practice “that” office? Is your doctor that guy? Is your medical practice the office all your patients/parents want to tell everybody else about? Are your parents telling their friends, “You have to go to our pediatrician… she is the best and little Timmy is going to love her.”

Everybody has that guy or that restaurant or that clothing store. And most people like to talk about that guy, that restaurant or that clothing store. They want you to experience what they’ve experienced.

You know what I’m talking about…

When you are at a friend’s house and you mention, “I’m looking to paint the house.” And someone says, “I know a guy that can paint your house. He’s great! Just let me know, and I’ll give you his number.”

md_scope_ph6aOr you start complaining about how you have to get back to the gym and your friend says, “I have to give you my guy’s number. He’s the best personal trainer at the gym. You’ll love him.”

Or when you are talking about a trip to Boston you have to take next week and someone jumps in and says, “…you have to stop by Billy Bob’s Deli on Venture Ave. because they have the best roast beef sandwich you’ll ever have…”

Is your medical practice “that” office? Is your doctor “that” guy? Is your medical practice the office all your patients/parents want to tell everybody else about? Are your parents telling their friends, “You have to go to our pediatrician… she is the best and little Timmy is going to love her.”

Remember, people want to tell others about you and your medical practice just like they want to tell others about their favorite restaurant, trainer, landscaper or contractor. We all do. It makes us feel useful… like the go-to gal, like the one with all the connections.

But they will only tell their friends and family  if one makes it easy for them to tell others about your medical practice, your doctors and your staff.

 

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to FurlAdd to Newsvine