by Mary Pat Whaley | Jan 20, 2010 | Amazing Customer Service, Day-to-Day Operations, Leadership
Sometimes in the midst of making changes to improve things, we inadvertently lose the patient. Sometimes we literally lose the patient because they say “Everything is changing and I don’t like it. I’m taking my business elsewhere.” Sometimes...
by Mary Pat Whaley | Nov 23, 2009 | Amazing Customer Service, Day-to-Day Operations
Welcome Denise Price Thomas, practice administrator (32 years) and consultant. Throughout her career, Denise has been passionate about creating positive experiences for patients and customers. She enjoys teaching customer service and effective communication. She...
by Mary Pat Whaley | Jan 5, 2009 | Amazing Customer Service
The older I get, the more I dislike going to the dentist. I don’t know if it has to do with the increasing number of root canals and crowns I’ve needed, or if it has to do with becoming more controlling as I age and feeling totally out of control in the...
by Mary Pat Whaley | Nov 24, 2008 | Amazing Customer Service
I stepped inside an Apple Store last weekend for the very first time, and had an amazing customer service experience. For one thing, the doors were wide open. There may have been detectors at the front door to make sure I didn’t try to steal anything, but I...
by Mary Pat Whaley | Nov 5, 2008 | Amazing Customer Service
Today I had to run to the drugstore to get a bunch of cough drops and cold medicine and some microwave chicken noodle soup for my husband, who has a nasty cold. I ran in, grabbed a bunch of stuff and juggled it in my arms (not taking the basket as always because...
by Mary Pat Whaley | Sep 14, 2008 | Amazing Customer Service, Day-to-Day Operations
Here’s a Monday Special that will knock your socks off! Barbara Duck at Medical Quack has an invaluable list of resources on her website – links to K-Mart, WalMart, Costco, Kroger and Target pharmacy pricing. Not too long ago, a patient asked me why her...
