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Four Words to Kill Medical Practice Business Growth

I wear many different hats at our Medical Practices, but the most important hat I wear is the “Director of Guest Relations” hat. While you will never find this title on an organizational chart, it’s the title I use when a patient calls or emails in with a complaint about the services they received. I take each complaint personally because I know that statistics show for every customer complaint there are 26 other unhappy customers who have remained silent. I also know that studies show if you’re able to fix a patient’s complaint, you can turn them into a…

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Three Ways to Improve Customer Satisfaction

A few weeks ago an article ran in the sidebar of Medical Practice Success about tracking customer satisfaction using the Net Promoter Score (NPS) System. It is one of the systems we use at our Medical Practices to both monitor our customer satisfaction levels and to also respond to patient complaints. After learning about it, one of our readers wrote in and asked: “Seems if the real goal is to find problems (since 95% will be positive), I feel that the current system you use is unlikely to necessarily do the job well enough -- some patients will be too timid to say something and hand a…

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Are You Really Training Your Employees?

Last week I was frustrated by the lack of implementation that had happened on a new marketing financial policy we had put in place at our Medical Practices. A few months ago, our company’s chief financial officer and I co-hosted a 45 minute training session on the new policy with our marketing team. All of the marketers signed off on an agreement that clearly outlined what we had discussed. Yet here I was just a few months later wondering why so many of the things we had discussed were still not happening. As I pondered this, I began to also ponder other trainings I had put in place.

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Are You Tired of Other People Stealing Your Time?

Last Friday the top items on my task list were to design four new marketing pieces for our Medical Practice in the morning, and compile the February articles for MPS in the afternoon. In fact, those were my only goals for the day, but none of them happened. Instead, I allowed my day to be hijacked. My day started with an unexpected meeting at 7:30 a.m. By the time I walked into my office to begin my day, I was already 40 minutes “behind schedule”. Before I was even able to sit completely down in my chair, one of my colleagues came in and said, “I need your help.” The…

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Are Google Ads or Facebook Ads Better for Medical Practices?

The world of online marketing can be complex and overwhelming to navigate. The cost of advertising online can be expensive – the cost of not advertising online even more expensive! So how do you know where to spend your marketing dollars online? Recently one of our subscribers wrote in and asked me, “I only have a limited marketing budget. Which would you recommend I spend my advertising dollars on, Google Ads or Facebook Ads?” It’s a great question with a fairly simple answer. Google Ads! Why? Because Google Ads are the new Yellow Pages. When people need a service…

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Perfecting Your Sales Pitch in Front of an Audience

Congratulations, you have been asked to speak at a local civic organization about your Medical Practice or occupational medicine business. Perhaps you have been invited by a company to come and give a presentation about the services you offer to their employees. Or maybe you are just going to give a small sales presentation to a decision maker about why they should utilize your company for on the job injuries. No matter the reason you have been invited to speak, your success is more than just getting over your fear of public speaking. Your success comes in mastering your sales pitch and…

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How One Phone Call Can Kill Your Business

Recently I became a mom for the very first time. Welcoming our baby girl into our home has been without a doubt the greatest joy of my life. Her first doctor's visit was exciting. We asked all the questions a parent of a newborn child probably asks. By the time her two week checkup had arrived, we had begun to experience gastrointestinal issues. The pediatrician told us it was normal. When we contacted her again at four weeks, the pediatrician began to take us seriously. This time she ordered a plethora of lab work. If you've ever had to watch a four week old get blood drawn, you can…

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Where to Recruit New Physicians and Midlevels

The limiting factor to growing your business really comes down your answer to one question: How well can you recruit new providers? If you find this process a little daunting and sometimes overly challenging, you're not alone. With the nationwide shortage in physicians predicted to continue growing, and an increase in the number of Medical Practice facilities popping up simultaneously, it is not always an easy feat to accomplish. So Where Do You Begin? Some Medical Practice owners prefer to use the physician recruiter method. They agree to pay a steep placement fee in exchange for the…

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What You Really Get Paid For

As anyone who's ever started a business can confirm, there are plenty of unknowns when it comes to being an entrepreneur. "Who's my target customer?" "Should I have employees?" "What kind of website do we need?" "How much should I charge?" And many, many other questions besides. But before you go too far down any of those paths, pause a moment and ask yourself this key question: "What Business Am I Really In?" It's a critical question and one you need to ponder carefully. And it's not necessarily as easy to answer as you might think. Consider what Charles Revlon had to say about his: "In the…

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Six Steps to More Successful Events

When done successfully, working a booth at a local event, health fair, business expo, or other type of trade show can be a great way to grow awareness of the services your Medical Practice provides to your community. But many Medical Practice marketers flop when it comes to successfully working their booth and maximizing the number of touch points available to reach potential patients both during and after the show. Unlike doing cold calls to try and drum up new business, where often times you’re met with resistance from the person you’ve just interrupted, people who attend local…

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