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A History Worth Telling
The popularity and the use of acupuncture for the treatment of animals in the United States is at its peak.
A Vibrating Capsule for Constipation? Relevance to Your Chiropractic Practice
The relationship between gastrointestinal (GI) complaints and back pain is not typically written about or discussed.
MPA Media Wins 7 Publishing Awards
MPA Media, publisher of Dynamic Chiropractic and DC Practice Insights, among other titles, has been recognized for editorial and design excellence with an unprecedented seven publishing awards by the American Society of Business Publication Editors (ASBPE), the nation's largest organization for business-to-business publications.
Why Young People Need Chiropractic Now More Than Ever
According to a recent study published in BMC Musculoskeletal Disorders, "It is now widely acknowledged that neck pain (NP), mid back pain (MBP), and low back pain (LBP) (spinal pain) start early in life and that the lifetime prevalence increases rapidly during adolescence to reach adult levels at the age of 18."
Peer Points: Always Seeking To Grow
Ellen "Kiki" Geary has spent the last decade honing her craft. As a specialist in integrative holistic care, she went straight from completing her master's degree in acupuncture and chinese herbal medicine from Bastyr University to building a successful and thriving practice in the small community of Anacortes, Washington.
Building From the Bottom Up
I caught up with my dear friend Honora Wolfe, in her Colorado painting studio where, if she is not praying in Bhutan or doing charitable work in a Nepali free clinic, she spends most of her time now.
Pain Underfoot: Metatarsalgia
Foot pain can interfere significantly with normal activities and severely limit participation in sports. Metatarsalgia is foot pain involving the metatarsal bones in the forefoot – the complaint of pain on the bottom of the ball of the foot.
Chiropractic Research in Review
Chiropractic Treatment of Lateral Epicondylitis; Cost / Benefit Analysis: Different Doses of SMT for Low Back Pain; Imaging for Occult Rib and Costal Cartilage Fractures; Treating Neck Pain: Thoracic Thrust Manipulation vs. Non-Thrust Mobilization.
News in Brief
National Chiropractic Health Month: Be Proactive; Collegiate Roundup: Academic Appointments at Parker, Logan.
CCE Finally Takes a "Baby Step" Toward Reform
During a 16-month period from October 2010 to February 2012, I devoted four separate columns to the heavy-handed attempt by the Council on Chiropractic Education to radically change the chiropractic profession through the accreditation process.
A Chinese Medicine Story: An Interview with Mazin Al-Khafaji
Mazin Al-Khafaji's work has interested me for years. In February 2014, we invited him for the second time to speak at the Southwest Symposium in Austin, Texas.
Finders Keepers: The Secret to Relationship-Based Marketing
Becoming a successful practitioner has less to do with what you learned in school, and more to do with your ability to find new patients and keep them!
New Medical Technologies You Need to Know
We're all familiar with how fast computers become obsolete, as well as the rapid pace of development in the field of cell phone technology. The latest smart phones are far more powerful than desktop computers were only a few years ago.
Don't Turn a 2 Into a 10
The Wong-Baker FACES Pain Rating Scale1 is so useful because it can be used by almost anyone. Patients can use the numbers associated with the faces depicted on the scale or select the face that demonstrates their current level of pain from 0-10.
9 Common Causes of Thyroid Imbalance and How You Can Help
How you sleep, how easily you wake up, and how much energy and stamina you have during the day are directly related to levels of the thyroid hormones.
Medical Qigong for the Heart: Part III
Part 1 and Part II of this series focused on the physical aspect of the Heart and mental emotional aspects of the Heart respectively. Now, I would like to focus on the spiritual aspect of the Heart.
Waking Up the Gluteus Maximus
In previous articles in this series, we expounded on the importance of the gluteus maximus (GM) in athletic performance and protecting the knee from injury. We also know there is a link between iliotibial band syndrome and GM weakness.
February, 2001, Vol. 01, Issue 02
Scottie, Beam Me Up
By Perry Isenberg
I can't wait for the phrase, "Scottie, beam me up" to have some real meaning in our lives. It would be great to have been able to be "beamed" home from the AMTA Convention in Phoenix in September 2000 instead of relying on airlines.
I fly approximately once a month, and overall consider the airlines to be "very good" business organizations.I have never been part of a company as big and complex as a major airline, and I have definitely not been responsible for the safety of millions of people each year. I suspect running an airline is an unbelievably difficult, mostly thankless job. Each day brings hundreds of problems and complaints. There are so many elements out of one's control: the weather, labor unions, airport facilities, uncooperative customers, etc.
Like everyone, I've faced departure delays for one reason or another. As a monthly traveler, I take it all in stride. I've learned not to get too upset, because it does not solve the problem and, as I've said, I think major airlines are pretty good at what they do.
That's about enough consideration and praise for the airlines, because they are, in my opinion, lousy at customer relations and customer appreciation.
Don't be fooled by mileage points, etc. One marketing department started it and the rest all followed. These programs end up costing us all money. Believe it it's true.
At this point, I will cite an example of bad customer service, in the hopes that you will incorporate the opposite into your practice.
My trip home from Phoenix involved a connection through Las Vegas back to Ft. Lauderdale. I sat in the Vegas airport for an extra hour and a half because my red-eye flight was delayed. I stayed cool, because after all, there was nothing I could do about it. Here's the rub: once in the air, they announced the showing of a movie, then walked up and down the aisle asking for $5 for the required headset. You've got to be kidding! You'd think that after a two-hour delay (for a red-eye, of all flights), someone in charge would offer the movie compliments of the airline. This particular airline scores a big fat zero with me, and I will avoid doing business with them in the future, for that very reason.
Next time you're late for a massage or you keep a client waiting in your office, do something to acknowledge the inconvenience. Give them extra time on the table, a small discount, a certificate for a free service something. Follow-up with a quick handwritten note, reiterating your apology and emphasizing how much you appreciate their business.
You may think I'm exaggerating, but I'm not. This client is worth some serious business, aside from the customers they'll refer to you. Consider a client who sees you monthly at $60 per session. $720 a year for 10 years is $7,200. Assume they'll bring at least one more client to you - add another $7,200, who also brings a client for 10 years - another $7,200. All told, the effort to keep the client is worth more than $21,000 to you.
I'm sure you can see my point. Always go out of your way to appreciate your client and never, ever take them for granted. You say you don't, but you probably do, so change your ways and thank them after every session. Start slow, one patient at a time. Real customer service is doing more than expected. Don't wait to show your appreciation until there's a problem. Simple inexpensive gestures (yes, even an hour of your time is an inexpensive gesture) will make your service fun to do business with and will be worth thousands of dollars over your career.
Until next month, be healthy, be good, and stay focused and motivated.
Click here for previous articles by Perry Isenberg.
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