Both Washington and Lincoln were exceptional. Thrust into lives that they wanted but didn’t want, from pasts of trial and error, and failure upon failure.
Customer Service
Do What You Say You’re Going to Do
Don’t worry, we’ll have your blog back up by 1:00 p.m. Pacific time on the 28th. Yet, as I’m writing this post on the morning of January 30, 2017, our blog is still down. Somehow, someplace within Network Solutions, which provides our webhosting, they disconnected our blog from the rest of our website. Oh, I…
How to Build a Whistleblower
When I was a kid, I built models, usually of airplanes and of cars. Some hospitals and medical groups build whistleblowers. I’m not kidding you. These healthcare entities ignore employees or partners who come to the business or group with complaints related to billing irregularities, upcoding, lack of medical necessity, and so on. In doing…
Flying First Class Medical Care – Podcast
Although airlines have a lot to learn about customer service, they do serve as a model for pricing strategy in healthcare.
Why Not Wanting the Deal Is the Way to Get It (or, If Not, Who Cares!)
It’s about 1 pm on Sunday and I’m thinking of getting a cheeseburger for lunch. But if I don’t, it won’t make any difference to me. Can you reach that same mental state in connection with the deals that your medical group does, or that you do for your solo practice? It’s trouble if you…
Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? – Podcast
As much actual tension as there is between physician groups and ACOs, they share a common weakness.
Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer?
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.
Idiocy of the RFP Process for Professional Services – Podcast
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
Why A Strong Customer Relationship Might Be Your Undoing
What appears to be a stable system is the often the least stable. What appears to be safe is often the most risky.
Idiocy of the RFP Process for Professional Services
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.