resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Trouble in the Wellness Waters?
Call me old-fashioned, paranoid or just old, but I do remember graduating from chiropractic college in the late '70s in the midst of the Wilk v AMA lawsuit.
5 Simple Steps to Create an Effective Marketing Calendar
In the educational experience of most healthcare practitioners, business and marketing are overlooked topics.
The Challenges of Integrating Eastern and Western Medicine
My Masters thesis was titled, "The Challenges of Integrating Eastern and Western Medicine," which highlighted several reasons why it is hard for these two worlds to mix.
Make Every Day Mother's Day
May is a special month for many reasons. After a long, harsh winter, spring is at last in full swing. Memorial Day helps us honor those who have fought and fallen in the name of freedom.
Applauding a Legacy of Leadership
Founding Palmer West President, John Miller, DC, HCD (Hon.), FICA (Hon.), a 1954 graduate of Palmer College of Chiropractic, passed away March 8, 2015 at age 83.
If Your Pro-Chiropractic Governor Resigned, Would You Be Prepared?
John Kitzhaber, MD, recently re-elected to a historic fourth term as Oregon governor, has resigned among alleged ethics violations by his fiancée' and first lady, Cylvia Hayes. I developed a personal friendship with John and consider him a good friend.
Talking to Patients About Medial Branch Neurotomy (Part 2)
Even when lumbar facet denervation (medial branch neurotomy) is successful, relief is rarely complete or permanent. Smuck, et al., reviewed 16 articles and found the average duration of >50 percent pain relief for an initial procedure was nine months.
The Acupuncturist's Problem
I want share with you some observations and insights into what seems to be the most common problem my colleagues in the acupuncture profession struggles with. If you also struggle with this problem, I hope you get a valuable "aha" moment from reading this.
The Tide is Rising in the Acupuncture Profession
Former President Ronald Regan said, "When the tide rises all boats float." The tide is rising for the acupuncture profession. Many forces outside the profession are helping the tides to rise.
Functional Impingement of the Hip (Part 2): Rehab Exercises
I find functionally impinged hips that don't move properly on so many of my patients. (See part 1 of this article for a description of the condition.)
Animal Acupuncture: A Case Study in the Treatment of Traumatic Injury in the Equine
The rise of animal acupuncture in the U.S. began in the early 1970's as a result of the work by members of the National Acupuncture Association in Westwood, Calif.
News in Brief
Dr. Frank Nicchi Receives Award at ACC-RAC; Sherman College Expands International Influence.
PCOM Granted Regional Accreditation
Pacific College of Oriental Medicine (PCOM) recently announce it has received regional accreditation from the Western Association of Schools and Colleges (WASC). This achievement reflects five years of hard work on the part of faculty, staff, and students.
How Much Do You Know About the Benefits of Birds Nest?
Edible bird's nest is the nest made by the Swiftlet bird of Southeast Asia that is usually prepared as a soup and prized in Chinese culture as a healthful delicacy.
Apple Takes a Bite Out of Research
The more than 700 million iPhone users have just been given the opportunity to "do their part to advance medical research."
Marijuana, Apathy and Chinese Medicine, Part 1
This article was written in response to the unheeded acceptance of marijuana as a harmless substance that potentially does good when used for the medical relief of pain.
5 Tips for Using Pinterest to Market Your Practice
Pinterest is a very popular, but often under-utilized, social media platform where people can bookmark, or "pin," fun and interesting things from all across the internet.
Medicine is Clumsy, Don't You Be
All medical systems have clumsiness in them. If the technique isn't, the practitioner is. Everyone in every form of medicine is striving to improve. That is why we call it practice.
Integrating Art with Clinical Practice for Patients with PTSD: The Artemis Project
Are you restricted by those one-on-one clinic dynamics? Why not join colleagues and clients in experimental group settings? Three of us volunteered to do just that in Austin on behalf of women veteranss from all branches of the service.
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.
Join the conversation
Comments are encouraged, but you must follow our User Agreementcomments powered by Disqus
Keep it civil and stay on topic. No profanity, vulgar, racist or hateful comments or personal attacks. Anyone who chooses to exercise poor judgement will be blocked. By posting your comment, you agree to allow MPA Media the right to republish your name and comment in additional MPA Media publications without any notification or payment.