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A Major Role in Back Pain: The Multifidus
Back pain affects roughly 80 percent of the population at one time or another and is one of the leading causes of doctor visits.
An Integrated Approach to Chronic Pain
Findings from a unique Medicaid pilot project in Rhode Island involving high-use Medicaid recipients from two health plans were recently presented to the state's Department of Health, demonstrating stellar outcomes with regard to medication use, ER visits, health care costs and patient satisfaction.
An Unexpected Diagnosis: The Result of Lacking Communication
A couple years ago I had a case that showed me the importance of open communication between health practitioners. We need to show up with less fear, and let go of our judgments so we can do better for the patient.
Women's Hormones: A Western & Eastern Perspective
Sometimes it may seem that you require a degree in medicine to understand hormones and how they function.
Is It Time to Rethink Mental Illness? (Pt. 1)
Invariably, patients will ask their chiropractor about depression or various mental illnesses. Some practitioners will reflexively offer a cervical adjustment, suggest St. John's wort or contemplate a referral to a specialist.
Give Yourself the Digital Advantage
When you see this article in the print version of this issue and swear you read it already, don't be alarmed: you probably did. That's because by that time, the May issue will have been available online in digital format for three weeks.
New Relationships, Old Trauma: AOM & Other Healing Strategies
Being in love is one the most beautiful and enjoyable experiences. Most of us are willing to pay almost any price to have that experience, and still often find it elusive or fleeting. Navigating the ups and downs of loving relationships are often challenging — even for the most psychologically balanced among us.
Universal Design: Principles & Practice
In many respects, universal design serves as the core of ergonomics. It's also a good tool to use when designing a return-to-work program for injured and/or ill patients. Let's take a closer look at universal design and why it should matter to you and your patients.
Why I Quit Doing House Calls
My father was a chiropractor who did house calls, so when I became a DC, I figured doing house calls was part of the job. My March article recalled my experience as a small boy, accompanying my dad while he went to patients' homes to treat them.
Is the New Medicare Reporting Exemption Right for You?
What you've heard is not a rumor – there will be exemptions for providers of Medicare patients, with no penalties assessed for offices that do not do Quality Payment Program (EHR, PQRS, MACRA and MIPS) reporting.
Creating Good Business Buzz
What do patients really think about working with you? Rarely do you hear the whole truth. Those who improve may be candid in their gratitude.
Clearing Blocks: A Way to Improve Cosmetic Acupuncture
As a Five Element acupuncturist who teaches facial acupuncture classes nationally, I was surprised to learn that one of the basic principles I was taught in school is unfamiliar to most acupuncturists.
Bill With Confidence: Learn What to Collect
Q: I am trying to understand what I may collect from my patient when there is insurance. Do I have to accept the amount allowed by the plan or may I collect up to my billed amount? Please note, I am not a member of any insurance plan.
Eczema & Acupuncture: A Sound Solution (Part 1)
Eczema affects approximately 3.5 percent of the global population and is one of the most common skin complaints seen by dermatologists.
A Daily Strategy for Heavy-Metal Detox
In modern society, we are constantly exposed to heavy metals such as cadmium, lead and mercury. These heavy metals have no essential biochemical roles in our body, and conversely, can cause us a great deal of harm if they build up to toxic levels.
News in Brief
ACA Adopts New Governance Model; ACA 2017 Awards; CCA Helps Calif. DCs "Share the Love"; $1 Million to Help Advance the Profession; D'Youville Raises the Bar on Anatomy Education; ErRatum.
Balancing Spring Challenges
As the winter months come to a close and warmer spring weather appears, patients may begin to present with new challenging pattern presentations.
Raditation & Your Smartphone: Is it Worth the Risk?
If radial arteries could talk (and in my experience they can to some extent), they would say, "Step away from the smartphone." At least that is the message I am receiving loud and clear as I feel the pulses of many patients.
Taking the Chiropractic Message to the Press
"There is no better place on earth to have a news event," the National Press Club boasts, and it's easy to understand why: Every year, the 108-year-old Washington, D.C.-based organization hosts countless press conferences on the hottest topics impacting America and often the world.
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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