On which client will you focus? Thumbnail

On which client will you focus?

  Years ago I was riding through West Texas with a senior marketing executive from Town and Country Food Stores. We were visiting some of their convenience stores in preparation for a presentation I would be giving at their company annual meeting.   As we went from store to store, I realized that I had not seen any “Pay Before You Pump” signs on any of the gas pumps. This wa

Read More
Comfort Zones Thumbnail

Comfort Zones

One of my all time favorite pieces of business and motivational literature is a speech given by insurance executive Albert E.N. Gray entitled “The Common Denominator of Success.” Some of the more salient points of this address were popularized by Earl Nightingale in later years.   I was reminded this week of a specific point Mr. Gray makes in his address. He said, “It is easie

Read More
A Great Recovery Thumbnail

A Great Recovery

While in Las Vegas, I was reminded of a simple principle of Total Patient Service worth reinforcing with your team. It’s the principle of “Recovery.”   After dealing with a long series of mishaps with a hotel that were handled poorly before and after the incidents that occurred, I said to myself, “this is really not that difficult.” You see, no body’s perfect. To execute

Read More
Engagement Thumbnail


  My oldest daughter, Ashlin, recently reminded me of her engagement to her husband, Skylar. They will be celebrating the first year of their marriage at the end of the year. It is refreshing to watch them because there are some lessons which we all need to be reminded of personally as well as professionally.   When engaged to be married a person is: Committed Totall

Read More
Better Than “YES!” Thumbnail

Better Than “YES!”

Among the many things we measure on a daily basis is the ratio of prospective new patient calls to the number of appointments that get scheduled from those calls. It is not cheap to get the phone to ring and we want to make sure we are maximizing the return on that investment. So what is a reasonable expectation for appointments set to incoming calls? If the marketing is targeted to the

Read More
“I want to think about it.” Thumbnail

“I want to think about it.”

  Of all the patient objections, this seems to be the toughest one. Here are some specific verbal skills worth committing to memory for immediate use the next time you hear a patient say “I want to think about it.”   You: “That’s a good idea Mrs. T. A decision this important deserves the proper consideration. In fact, many of our patients tell us that when they think

Read More
Be A “Booster” Thumbnail

Be A “Booster”

Who is your “booster?”  Our local high school has a booster club for everything.  My favorite is the AP Booster Club that supports and encourages students who are in the Advanced Placement Program. But how about you, your practice, and your patients? Who is the booster?  Let me give you 4 examples from my week of great boosters: While in a ToPS practice this week, I had the opport

Read More