What appears to be a stable system is the often the least stable. What appears to be safe is often the most risky.
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.
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 […]
Obviously, there’s balance to be had. Some customer service is expected. Other customer service delights.
I recently read that taken together, the value of all airline shares from the beginning of the industry to date would be a net loss. Is anyone surprised? On two recent connecting flights on the same airline, the customer experience was so wildly different that you’d think they were not only different companies, but on […]
What an odd color Mercedes; pink, like cotton candy. But what color is that pink? The pink in your mind’s eye is different from that in mine, and from that of each other reader. That’s because colors are perceptions made by each of us. *** The three students filed into the room and took seats […]
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 […]
Customers — my clients generally refer to them as patients, but that doesn’t make any difference — expect service. You might provide them with the world’s best medical care, but if you piss them off they probably won’t be back, and they will probably let others know about it. If you piss them off before they […]
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.