Archive for the ‘ Medical Practice Management ’ Category

Company Betrayal

I received a phone call recently from a friend who manages a retail store, he needed some input on how to motivate his employees after an event that happened with his company this past week.  Apparently his company had been negotiating a deal to sell to a larger company and of course the employees were […]

Why Employees Resist Change At Work

Why is it that most people are resistant to change of any kind, even when it will actually make life a bit easier for them?  Change is difficult even when your life depends on it.  I read an article recently that said that when cardiac patients were told what changes they needed to make in […]

Poor Customers Service Speaks Loudly

Having good employees should not be the exception, it should be the rule. Recently I had an experience with a company that we hired to do work for us. I can say that 90% of the people we came in contact with were good, it was the 10% that made the decision for us never […]

The Price Of Customer Loyalty

A couple of weeks ago I shared about Attitude and Self-awareness and used some references from Jeffrey Gitomer’s book “The Yes Attitude.” This week I am at a conference in Las Vegas, where many of the lectures that I will be giving and listening to will be about “Patient Satisfaction” or “Customer Service.” I thought […]

When The Transaction Is Over

When striving to improve your customer service techniques, it is important to remember that each moment you have with a client/customer is making a lasting impression on them. As Jeffery Gitomer says; “It is when you are done speaking with a customer or the transaction is over, that is when they start talking.” Talking?  Talking […]

Seeking A Mentor’s Help

We have all experienced times when “we cannot see the forest through the trees.” There are situations at work that will totally absorbed all of my time, effort and energy to try to come up with a solution to correct them. At times I will lose sight of what of what I was trying to […]

Helping Employees To Fly High

Whether you own a business or manage it, the most important asset that you have are your employees. They are the ones who come in contact with your vendors and customers on a daily basis. If your employees are not happy, then your vendors and customers are not going to be happy. How can you […]

When Employees Don’t Deliver The Goods

If you are a manager or are in a position where you oversee others at work, I am sure you have had occasions when you have been disappointed with employees not doing what was expected of them. Having this happen occasionally may not be too disturbing, but when it becomes a regular issue two areas […]

Delivering Negative Feedback

Delivering negative feedback to employees is one of the most difficult tasks a manager has to do. It is not that they do not want to let the employee know what they have either done wrong or need to improve on. It is being able to deliver the information in a way that it will […]

The Power of Praise

Most of you have either read or heard of the book the “One Minute Manager” by Ken Blanchard and Spencer Johnson.  This was one of the first management books that I read. Occasionally, I will pick this book up and read a chapter or two to glean from the wisdom within it’s 106 pages. Today, […]