Customer Service Archives - Wisdom. Applied. https://blog.weisspc.com/category/customer-service/ Wisdom Applied - Decoding the Business of Healthcare — Mark Weiss’s Perspective Wed, 06 May 2026 21:05:04 +0000 en-US hourly 1 183918279 Customer (Dis)Service – Medical Group Minute https://blog.weisspc.com/customer-service-or-customer-disservice-video/ https://blog.weisspc.com/customer-service-or-customer-disservice-video/#respond Wed, 08 Feb 2023 12:00:00 +0000 https://blog.weisspc.com/?p=28496 Customers — my clients generally refer to them as patients, but that doesn’t make any difference — expect service.

The post Customer (Dis)Service – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/customer-service-or-customer-disservice-video/feed/ 0 28496 Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? – Medical Group Minute https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer-video/ https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer-video/#respond Wed, 25 Jan 2023 11:43:00 +0000 https://blog.weisspc.com/?p=28452 Like a dry cleaner, healthcare providers have to screw up to lose a customer’s loyalty.

The post Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer-video/feed/ 0 28452 Customer Service: Not Enough. Too Much. Hardly Ever Just Right. – Medical Group Minute https://blog.weisspc.com/customer-service-balance-medical-practices-video/ https://blog.weisspc.com/customer-service-balance-medical-practices-video/#respond Wed, 14 Sep 2022 11:00:00 +0000 https://blog.weisspc.com/?p=27865 Obviously, there's balance to be had. Some customer service is expected. Other customer service delights.

The post Customer Service: Not Enough. Too Much. Hardly Ever Just Right. – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/customer-service-balance-medical-practices-video/feed/ 0 27865 Customer Service: Not Enough. Too Much. Hardly Ever Just Right. – Podcast https://blog.weisspc.com/customer-service-balance-medical-practices-audio/ https://blog.weisspc.com/customer-service-balance-medical-practices-audio/#respond Thu, 25 Aug 2022 11:00:00 +0000 https://blog.weisspc.com/?p=27886 Obviously, there's balance to be had. Some customer service is expected. Other customer service delights.

The post Customer Service: Not Enough. Too Much. Hardly Ever Just Right. – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/customer-service-balance-medical-practices-audio/feed/ 0 27886 How to Put Your Finger on the Scale of Patient Satisfaction – Success in Motion https://blog.weisspc.com/patient-satisfaction-strategy-tactics-sim/ https://blog.weisspc.com/patient-satisfaction-strategy-tactics-sim/#respond Tue, 12 May 2020 11:00:00 +0000 https://blog.weisspc.com/?p=18797 Physician compensation is becoming more dependent upon patient satisfaction. Mark discusses a way to hack patient satisfaction surveys.

The post How to Put Your Finger on the Scale of Patient Satisfaction – Success in Motion appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/patient-satisfaction-strategy-tactics-sim/feed/ 0 18797 Why You Need to Understand the Concept of Lifetime Value – Podcast https://blog.weisspc.com/why-you-need-to-understand-the-concept-of-lifetime-value-audio/ https://blog.weisspc.com/why-you-need-to-understand-the-concept-of-lifetime-value-audio/#respond Thu, 21 Nov 2019 12:00:00 +0000 https://blog.weisspc.com/?p=15533 What’s a relationship worth to your business, whether your business is a medical practice or a healthcare facility such as an ASC or an imaging center?

The post Why You Need to Understand the Concept of Lifetime Value – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/why-you-need-to-understand-the-concept-of-lifetime-value-audio/feed/ 0 15533 Why You Need to Understand the Concept of Lifetime Value https://blog.weisspc.com/why-you-need-to-understand-the-concept-of-lifetime-value/ https://blog.weisspc.com/why-you-need-to-understand-the-concept-of-lifetime-value/#respond Mon, 03 Jun 2019 15:10:42 +0000 https://blog.weisspc.com/?p=10864 What’s a relationship worth to your business, whether your business is a medical practice or a healthcare facility such as an ASC or an imaging center? Originally limited to marketing (where it remains a very powerful idea), the concept of lifetime value involves looking at the worth of a customer not as the one-off value...

The post Why You Need to Understand the Concept of Lifetime Value appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/why-you-need-to-understand-the-concept-of-lifetime-value/feed/ 0 10864 Why a Strong Customer Relationship Might Be Your Undoing – Medical Group Minute https://blog.weisspc.com/overreliance-on-single-customer-healthcare-video/ https://blog.weisspc.com/overreliance-on-single-customer-healthcare-video/#respond Wed, 01 May 2019 17:13:37 +0000 https://blog.weisspc.com/?p=10646 No matter how good it looks, no matter how profitable it is, you can’t be dependent upon any customer for a significant part of your business.

The post Why a Strong Customer Relationship Might Be Your Undoing – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/overreliance-on-single-customer-healthcare-video/feed/ 0 10646 How to Put Your Finger on the Scale of Patient Satisfaction – Podcast https://blog.weisspc.com/patient-satisfaction-strategy-tactics-audio/ https://blog.weisspc.com/patient-satisfaction-strategy-tactics-audio/#respond Thu, 24 Jan 2019 16:51:30 +0000 https://blog.weisspc.com/?p=10430 Patient satisfaction surveys are becoming a real part of reimbursement, driving a significant percentage of money.

The post How to Put Your Finger on the Scale of Patient Satisfaction – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/patient-satisfaction-strategy-tactics-audio/feed/ 0 10430 Do What You Say You’re Going to Do – Medical Group Minute https://blog.weisspc.com/keep-commitments-strengthen-relationships-video/ https://blog.weisspc.com/keep-commitments-strengthen-relationships-video/#respond Wed, 31 Oct 2018 16:00:11 +0000 https://blog.weisspc.com/?p=10009 If you say that you're going to do something, do it! We can all apply this lesson in our businesses.

The post Do What You Say You’re Going to Do – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/keep-commitments-strengthen-relationships-video/feed/ 0 10009 Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? – Podcast https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer-audio/ https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer-audio/#respond Thu, 19 Jul 2018 16:00:09 +0000 https://blog.weisspc.com/?p=9818 Like a dry cleaner, healthcare providers have to screw up to lose a customer’s loyalty.

The post Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer-audio/feed/ 0 9818 How to Put Your Finger on the Scale of Patient Satisfaction – Medical Group Minute https://blog.weisspc.com/patient-satisfaction-strategy-tactics-video/ https://blog.weisspc.com/patient-satisfaction-strategy-tactics-video/#respond Wed, 18 Apr 2018 16:00:56 +0000 https://blog.weisspc.com/?p=9180 Patient satisfaction surveys are becoming a real part of reimbursement, driving a significant percentage of money.

The post How to Put Your Finger on the Scale of Patient Satisfaction – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/patient-satisfaction-strategy-tactics-video/feed/ 0 9180 Do What You Say You’re Going to Do – Podcast https://blog.weisspc.com/keep-commitments-strengthen-relationships-audio/ https://blog.weisspc.com/keep-commitments-strengthen-relationships-audio/#respond Thu, 18 May 2017 16:00:11 +0000 https://blog.weisspc.com/?p=8090 "...don't worry, we'll have your blog back up by 1:00 p.m. Pacific time on the 28th." -Network Solutions Employee

The post Do What You Say You’re Going to Do – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/keep-commitments-strengthen-relationships-audio/feed/ 0 8090 How to Put Your Finger on the Scale of Patient Satisfaction https://blog.weisspc.com/patient-satisfaction-strategy-tactics/ https://blog.weisspc.com/patient-satisfaction-strategy-tactics/#respond Mon, 27 Mar 2017 12:44:26 +0000 https://blog.weisspc.com/?p=7979 Learn how small changes can significantly boost patient satisfaction in healthcare settings through effective perception management.

The post How to Put Your Finger on the Scale of Patient Satisfaction appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/patient-satisfaction-strategy-tactics/feed/ 0 7979 Do What You Say You’re Going to Do https://blog.weisspc.com/keep-commitments-strengthen-relationships/ https://blog.weisspc.com/keep-commitments-strengthen-relationships/#respond Mon, 30 Jan 2017 18:50:25 +0000 https://blog.weisspc.com/?p=7803 Learn from experiences with commitment. See how fulfilling promises can strengthen your business relationships.

The post Do What You Say You’re Going to Do appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/keep-commitments-strengthen-relationships/feed/ 0 7803 How to Build A Whistleblower – Medical Group Minute https://blog.weisspc.com/build-healthcare-whistleblower-program-video/ https://blog.weisspc.com/build-healthcare-whistleblower-program-video/#respond Wed, 26 Oct 2016 16:00:54 +0000 https://blog.weisspc.com/?p=7508 When I was a kid, I built models, usually of airplanes and of cars.Some hospitals and medical groups build whistleblowers.

The post How to Build A Whistleblower – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/build-healthcare-whistleblower-program-video/feed/ 0 7508 How to Build a Whistleblower https://blog.weisspc.com/build-healthcare-whistleblower-program/ https://blog.weisspc.com/build-healthcare-whistleblower-program/#respond Mon, 18 Jul 2016 15:00:42 +0000 https://blog.weisspc.com/?p=7256 Learn how to build a whistleblower program with secure reporting channels, anti-retaliation policy, and oversight for healthcare organizations.

The post How to Build a Whistleblower appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/build-healthcare-whistleblower-program/feed/ 0 7256 Flying First Class Medical Care – Podcast https://blog.weisspc.com/first-class-medical-care-audio/ https://blog.weisspc.com/first-class-medical-care-audio/#respond Thu, 21 Apr 2016 16:00:33 +0000 https://blog.weisspc.com/?p=6999 Although airlines have a lot to learn about customer service, they do serve as a model for pricing strategy in healthcare.

The post Flying First Class Medical Care – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/first-class-medical-care-audio/feed/ 0 6999 Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer/ https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer/#respond Mon, 09 Feb 2015 16:00:42 +0000 https://blog.weisspc.com/?p=5884 Like a dry cleaner, healthcare providers have to screw up to lose a customer’s loyalty. Dry cleaners know that once they attract a customer, it’s extremely likely that he or she will continue to patronize the store for years unless the dry cleaner does something to wreck the relationship.

The post Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/know-costco-pharmacy-doesnt-lifetime-value-customer/feed/ 0 5884 Idiocy of the RFP Process for Professional Services – Podcast https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services-audio/ https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services-audio/#respond Thu, 11 Dec 2014 14:00:20 +0000 https://blog.weisspc.com/?p=5630 Some hospital attorneys and, therefore, some hospital administrators, believe that every contract for professional services should be subject to a request for proposal (RFP) process

The post Idiocy of the RFP Process for Professional Services – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services-audio/feed/ 0 5630 Idiocy of the RFP Process for Professional Services – Medical Group Minute https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services-video/ https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services-video/#respond Wed, 08 Oct 2014 13:00:54 +0000 https://blog.weisspc.com/?p=5603 Some hospital attorneys and, therefore, some hospital administrators, believe that every contract for professional services should be subject to a request for proposal (RFP) process.

The post Idiocy of the RFP Process for Professional Services – Medical Group Minute appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services-video/feed/ 0 5603 Why A Strong Customer Relationship Might Be Your Undoing https://blog.weisspc.com/overreliance-on-single-customer-healthcare/ https://blog.weisspc.com/overreliance-on-single-customer-healthcare/#respond Thu, 19 Jun 2014 15:00:29 +0000 https://blog.weisspc.com/?p=5167 What appears to be a stable system is the often the least stable. What appears to be safe is often the most risky.

The post Why A Strong Customer Relationship Might Be Your Undoing appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/overreliance-on-single-customer-healthcare/feed/ 0 5167 Idiocy of the RFP Process for Professional Services https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services/ https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services/#respond Mon, 26 May 2014 15:00:43 +0000 https://blog.weisspc.com/?p=4820 Some hospital attorneys and, therefore, some hospital administrators, believe that every contract for professional services should be subject to a request for proposal (RFP) process.

The post Idiocy of the RFP Process for Professional Services appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/idiocy-of-the-rfp-process-for-professional-services/feed/ 0 4820 Time https://blog.weisspc.com/time-is-not-on-your-side-physician-leadership/ https://blog.weisspc.com/time-is-not-on-your-side-physician-leadership/#respond Thu, 16 Jan 2014 15:59:19 +0000 https://blog.weisspc.com/?p=4455 The market’s changing rapidly – government intervention, national and regional groups, hospital employment models.

The post Time appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/time-is-not-on-your-side-physician-leadership/feed/ 0 4455 Flying First Class Medical Care https://blog.weisspc.com/first-class-medical-care/ https://blog.weisspc.com/first-class-medical-care/#respond Mon, 06 Jan 2014 16:00:19 +0000 https://blog.weisspc.com/?p=4418 We’ll begin boarding in a few minutes. Although airlines have a lot to learn about customer service, they do serve as a model for pricing strategy in healthcare. You’re on your way to Cleveland. The plane seats 300-plus people and everyone will get there at the same time. Yet passengers paid remarkably different prices to...

The post Flying First Class Medical Care appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/first-class-medical-care/feed/ 0 4418 Customer Service: Not Enough. Too Much. Hardly Ever Just Right. https://blog.weisspc.com/customer-service-balance-medical-practices/ https://blog.weisspc.com/customer-service-balance-medical-practices/#respond Wed, 01 Jan 2014 16:00:18 +0000 https://blog.weisspc.com/?p=4394 Obviously, there's balance to be had. Some customer service is expected. Other customer service delights.

The post Customer Service: Not Enough. Too Much. Hardly Ever Just Right. appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/customer-service-balance-medical-practices/feed/ 0 4394 You Can’t Blame Me – I Won’t Tell You My Name https://blog.weisspc.com/physician-identity-question/ https://blog.weisspc.com/physician-identity-question/#respond Mon, 23 Jul 2012 16:00:48 +0000 https://blog.weisspc.com/?p=1937 As I’ve noticed on other flights, the flight attendants are wearing their name tags flipped around so that the back of the tag, not their name, is visible.

The post You Can’t Blame Me – I Won’t Tell You My Name appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/physician-identity-question/feed/ 0 1937 The Super Bowl and Medical Group Success – Podcast https://blog.weisspc.com/the-super-bowl-and-medical-group-success-audio/ https://blog.weisspc.com/the-super-bowl-and-medical-group-success-audio/#respond Fri, 17 Feb 2012 17:00:45 +0000 https://blog.weisspc.com/?p=1212 Did you notice that the Super Bowl was all about medical group success?

The post The Super Bowl and Medical Group Success – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/the-super-bowl-and-medical-group-success-audio/feed/ 0 1212 Shadowing the Competition – Podcast https://blog.weisspc.com/shadowing-the-competition-podcast/ https://blog.weisspc.com/shadowing-the-competition-podcast/#respond Fri, 10 Feb 2012 17:00:07 +0000 https://blog.weisspc.com/?p=1189 Someone's strategizing to take over your practice; it might as well be you.

The post Shadowing the Competition – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/shadowing-the-competition-podcast/feed/ 0 1189 How to Secure Customer Satisfaction – Podcast https://blog.weisspc.com/secure-customer-satisfaction-audio/ https://blog.weisspc.com/secure-customer-satisfaction-audio/#respond Fri, 30 Sep 2011 16:00:54 +0000 https://blog.weisspc.com/?p=736 Stop kidding yourself that the delivery of expert, even world-class, medical care is sufficient to guarantee your group's future. 

The post How to Secure Customer Satisfaction – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/secure-customer-satisfaction-audio/feed/ 0 736 How to Profit From Mandatory Compliance Programs – Podcast https://blog.weisspc.com/how-to-profit-from-mandatory-compliance-audio/ https://blog.weisspc.com/how-to-profit-from-mandatory-compliance-audio/#respond Mon, 11 Jul 2011 14:00:58 +0000 https://blog.weisspc.com/?p=531 Obamacare mandates that physicians participating in Medicare or Medicaid have operating compliance programs.  Turn the mandate into a strategic advantage.

The post How to Profit From Mandatory Compliance Programs – Podcast appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/how-to-profit-from-mandatory-compliance-audio/feed/ 0 531 Customer Service Services You https://blog.weisspc.com/customer-service-strategy/ Fri, 29 Oct 2010 20:23:03 +0000 https://blog.weisspc.com/?p=350 I’ve written before about the importance of customer service (see, for example, my blog posts of  September 26, 2009, and June 3, 2009, or my article Securing Customer Satisfaction). Many medical groups have trouble focusing on improving customer service, and in getting their providers to implement tactics to support the group’s customer service strategy, because...

The post Customer Service Services You appeared first on Wisdom. Applied..

]]> 350 Customer (Dis)Service https://blog.weisspc.com/customer-service-or-customer-disservice/ https://blog.weisspc.com/customer-service-or-customer-disservice/#respond Wed, 03 Jun 2009 21:13:56 +0000 https://blog.weisspc.com/?p=87 Your care may be excellent, but poor front-office service can drive patients away before they even walk through the door.

The post Customer (Dis)Service appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/customer-service-or-customer-disservice/feed/ 0 87 “Thrival” Tip No. 2 – Maximize the Value of Touchpoints With Patients https://blog.weisspc.com/thrival-tip-maximize-the-value-of-touchpoints-with-patients/ https://blog.weisspc.com/thrival-tip-maximize-the-value-of-touchpoints-with-patients/#respond Wed, 18 Feb 2009 18:48:40 +0000 https://blog.weisspc.com/?p=88 Every touchpoint a physician or medical group has with a patient is an opportunity to build the relationship -- it's also an opportunity to dramatically increase the chances, and speed, of patient collections.

The post “Thrival” Tip No. 2 – Maximize the Value of Touchpoints With Patients appeared first on Wisdom. Applied..

]]> https://blog.weisspc.com/thrival-tip-maximize-the-value-of-touchpoints-with-patients/feed/ 0 88