resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
An Emerging Partnership Model
Maryland University of Integrative Health (MUIH) has educated integrative health and wellness practitioners for the last 40 years, originally as an acupuncture clinic and school. The institution's transformative, relationship-centered programs integrate traditional wisdom with contemporary science
Acupuncture's Impact on the World
For several years, I have been hearing about the town of Rothenburg, Germany. It seemed just a dot on a map until I arrived. It is the home of the TCM Kongress which began in 1968. It has been held annually for 47 years and it has only missed one year.
A Long-Overdue Win for Oregon Medicaid Patients - and the Implications for Other States
Beginning July 1, 2016, Oregon Medicaid patients with spinal pain (cervical, thoracic, lumbar, pelvic) who are determined to be low risk based on a biopsychosocial assessment tool (STarT Back – Keele University) can receive four chiropractic visits per episode.
Introducing the Acupuncture Today Digital Edition
In response to the changing habits of our readers, Acupuncture Today will introduce a digital edition of the publication (in addition to our print edition) beginning with the August 2016 issue.
Beating the Odds: Interview With Para-Powerlifter Adeline Dumapong-Ancheta
Since October 2015, the FICS Foundation, the charitable organization affiliated with the International Federation of Sports Chiropractic (FICS), has been supporting disabled athletes internationally.
Believe it or not, an estimated one-third of your patients have eaten some form of fast food within 24 hours of their appointment with you.
Multivitamin Supplement May Reduce Breast Cancer Recurrence
There is a great deal of controversy regarding the value of multiple vitamin supplements in cancer prevention.
Treating Hip & Groin Pain With Abdominal Release of Upper Lumbar Nerve Impingements
Have you encountered patients with groin and hip pain you can't seem to solve? You know it's not a worn-out hip; you suspect the pain is somehow connected to the spine. But somehow, you just can't help them break through.
What You Say Isn't Always What Patients Hear
A few years ago, my aunt Edna (name changed for the purpose of this story) suffered a stroke. After a short hospital stay, she was transferred to a nursing home for rehabilitation. When she arrived at the nursing home, Edna requested a private room.
Increasing the Value of Spine Care: CMS Approves New Low Back Pain Registry
The Centers for Medicare and Medicaid Services has approved the Spine IQ Low Back Pain Registry as a qualified clinical data registry for the Physician Quality Reporting System (PQRS) in 2016.
Three Tips to Help You Analyze the Acupuncture Case Studies of the NCCAOM Exam
Confirm the answer quickly by the elimination method. Case study:
After two treatments for back pain, a patient presents for a third
session complaining of rapid breathing and wheezing that is made worse
during cold weather.
AOM Hospital-Based Practice: A Future Reality?
The natural evolution of health care on the planet is integrative health. We may have some challenges ahead, but based on my research, all indicators are pointing in a positive direction. There seems to be an evolving consciousness among our patient population that is "getting it."
Acupuncture Muscle Trigger Point and Oriental Medicine Sports Therapy
It is difficult to ascertain the internal condition of professional basketball player Lebron James during game one of the 2014 NBA finals, in which he developed debilitating muscle cramps that led to his premature removal from the game.
The Pertinent Negative
We all have to perform evaluations on patients. Most of us don't like doing it – exams take time, and worse it takes even more time after the evaluation to put together a narrative summary of the findings. Sometimes, this process becomes downright tedious.
Tai Chi Documentary Premier
First Run Features recently announced the world theatrical premiere of Barry Strugatz's documentary The Professor: Tai Chi's Journey West, which premiered last month at the Laemmle Music Hall in Los Angeles.
Adventures with the San Jiao
Those of us who have been in practice for several decades relish the way meridians and points reveal new diagnostic clues and new insights. I love to encourage my students to see this as an adventure that goes way beyond the textbooks.
What's New in Phytonutrition: Mangifera Indica, "The King of Fruits"
One hundred percent pure Indian green mango fruit (mangifera indica), harvested at a special degree of ripeness for efficacy and taste, can now be concentrated as a phytonutrient nutraceutical powder.
An MD Who Understands the Opioid Epidemic
Doctors of chiropractic have an important role to play in ending the opioid epidemic and dealing with chronic pain by conservative means (see our top story in this issue) – but who's to blame for opioid dependence and abuse in the first place?
Sit or Stand? Analyzing a Mixed Message
I'm more than a bit confused. At my age, that seems to be a rather common occurrence. However, today more than ever, I'm getting a mixed message.
Chronic Pain: Become Part of the Solution
I have lectured to more than 7,000 chiropractic physicians over the past five years regarding the chronic pain and opioid epidemic in this country.
How to Stay Sane During the Elections: Understanding Through the Lens of Chinese Medicine
In Chinese Medicine philosophy, everything consists of Yin and Yang. The law of polar opposites – one cannot exist without its opposite.
Insuring Quality Control in Herb Importation: An Interview with Wilson Lau
Wilson Lau is the vice president of Nuherbs, a Chinese herb importation company based in San Leandro, California. Before joining Nuherbs, he trained as a lawyer specializing in FDA law.
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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