January 5, 2010 – 4:11 pm
Last year at our strategic planning session, which involved a big push to serve, we launched Project 52, a customer service initiative for 2009. The goal was simple: make one customer service improvement each week for a whole year.They didn’t have to be huge or expensive shifts – they just had to improve the client experience.
A year later, we’re looking at a long list of improvements. They range from warm slippers and adding additional soundproofing between treatment rooms, to 30-minute guarantees on returning messages during business hours and softer toilet paper. I thought I’d share how we did it in a little more detail, and tell you about our new Project 52 for 2010.
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October 1, 2009 – 3:19 pm
Contrary to popular belief, you don’t need to be booked solid to have a waiting list. It’s a tool that works wonders at any point in practice.
The challenge is that waiting lists are harder to use than they seem. Here’s how you can make one work for you and your clients with no cost and minimal effort.
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December 31, 2008 – 10:23 am
The stats show that about two-thirds of us make New Year’s resolutions. My guess is that the majority of the other third can’t help but think at least a little bit about 2009, too. It’s natural. We’re thinking about getting organized and making fresh starts. Out with the old. In with the new. We feel the need to grow, change and just get better at what we do.
The challenge is that these are pretty big projects, and it’s easy to bite off more than your practice can chew. Instead, I like to think of one principle to focus on in the coming year. It’s a bit like herding – I need one idea that can guide all those tiny details, decisions and actions in the right direction. Each “cow” might have its own unique path and nature, but at the end of the year, I want all those bovine bits to arrive at the same place.
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ExamineYourPractice.com offers comprehensive practice evaluations using “mystery shoppers”. Likely best for checking the performance of your staff, but you could always get a self-review…
Mystery Shopping – Medical Mystery Shopper – ExamineYourPractice.com
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Last year at our strategic planning session, which involved a big push to serve, we launched Project 52, a customer service initiative for 2009. The goal was simple: make one customer service improvement each week for a whole year.They didn’t have to be huge or expensive shifts – they just had to improve the client experience.