resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
Decoding the Mystery of Medical Insurance Acceptance
In the constantly evolving profession of acupuncture, one of the least understood areas is medical insurance acceptance. The profession is filled with controversy surrounding this topic: Is it ethical?
Going Beyond Just Feeling Good
We all know that most patients come to us for some pain complaint: neck pain, back pain, sciatica, carpal tunnel, etc. We also all know that acupuncture is a great first-line care for these issues, as well as supporting overall health and wellness.
Treatment Success at the Won Institute
According to the World Health Organization's 2003 report titled, "Acupuncture: Review and Analysis of Controlled Clinical Trials," acupuncture has been shown to improve many physical, emotional, and mental conditions.
Six Things Every DC Should Know About the Zika Virus
The Zika outbreak continues to spread across the continental United States and U.S. territories. We offer this brief overview on this important public health problem for the practicing doctor of chiropractic.
Pediatric Asthma: A Case Study
I have had very good success with pediatric asthma, combining acupuncture with Chinese herbal products. Treatment is given over four to eight months, twice monthly, with herbal formulas rotated every month.
U.S. Olympians Have a DC in Their Corner
It's probably old news to you that doctors of chiropractic play an increasingly prominent role in treating athletes, from youth sports participants to weekend warriors, to elite / professional competitors.
Four Ways to Attract Patients
Acupuncturist A has been in practice for six years and has struggled since day one. She spends as much time and money on marketing as she can, but since her practice is slow, her budget isn't that big.
Using the Lens of Chinese Medicine
One of the most common medications I see in clinical practice on a daily basis is fluoxetine or Prozac. Consequently, I hear many complaints concerning the side effects of this medication and am frequently asked by patients to help manage these side effects with acupuncture and Chinese medicine.
Pediatric Footwear: Function Over Fashion
As practitioners, it is not uncommon for parents to bring us their children to treat or ask us questions related to the pediatric population. Children's feet tend to be a perplexing region for parents and practitioners alike.
Update from the International AIDS Conference
The 21st International AIDS Conference in Durban, South Africa, brought together more than 15,000 of the world's leading scientists, activists, funders, policy makers, and consumers from 153 countries.
National Board Apologizes for Testing Issues
The National Board of Chiropractic Examiners (NBCE) has issued a formal apology following a series of computer-based testing malfunctions that impacted two separate examinations (March and June 2016) and caused "widespread confusion and frustration" to the nearly 1,500 examinees taking the tests.
Power to the Patient
Against a backdrop of splintered political parties, polarizations within nations, civil unrest, and distrust of established government (such as the growing anti-Washington, D.C. sentiment) comes the not-so-surprising finding that health care authorities and practitioners (with perhaps the exception of insurers) are turning over more and more powers to the individual patient.
Treating Peripheral Neuropathy: Multi-Faceted Approach Including Laser Therapy
Peripheral neuropathy affects at least 20 million people in the United States1 and nearly 60 percent of all people with diabetes suffer from diabetic neuropathy. Many suffer from the disorder without ever identifying the cause.
Dysautonomia: The Medical Condition You May Already Be Treating
TCM practitioners have spent thousands of years healing patients without knowing or needing the names of their diseases as defined by allopathic medicine. We have syndrome names that are both poetic and efficient.
ITB Syndrome: Treat the Tensor Fascia Latae
Iliotibial band syndrome is usually the result of repetitive knee flexion, such as in runners or cyclists. Pain may be experienced in the knee and/or the hip. The patient may express a sense of the hip dislocating, popping or snapping.
Getting Paid by Medicare Is Getting a Major Adjustment
The 2015 Medicare Access and CHIP Reauthorization Act (MACRA) was signed into law to implement a new approach to clinician payments and replace the Sustainable Growth Rate formula.
Upgrade to "Parker 2.0" in Las Vegas
Continuing your education and refining your practice: two key elements of a successful chiropractic career. Parker Seminars promises both as it celebrates its 65th anniversary in Las Vegas next February, according to Parker University President, Dr. William Morgan, and seminar consultant Dr. Mark Sanna.
Workers' Back Pain: Causes, Costs & Solution
You will want to share two important papers published in the past several months. Why? When read separately, each provides valuable information relevant to your patients, community and practice; together, they tell a compelling story.
Integrative Cancer Care: Chiropractic for Chemotherapy-Induced Hiccups
Hiccups (singultus) are a frequent occurrence during cancer treatment. The cause of the hiccups may be the chemotherapy drug itself, such as Cisplatin; or the prophylactic use of corticosteroids such as Decadron, which is used to prevent nausea and/or vomiting.
First Annual ICD-10 Updates Take Effect
Yes, there was an update to ICD-10 codes on Oct. 1. It was a regular update to the diagnosis coding system and will take place every Oct. 1, just as it did when the ICD-9 system was in place.
Natural Cancer Prevention: Pomegranate for the Prostate
In recent years, the ingestion of pure pomegranate juice (8 ounces per day) has been shown in clinical studies with human subjects to slow, and to some degree, reverse, the progression of prostate cancer – the second leading cause of cancer death in North American men.
January, 2013, Vol. 13, Issue 01
WIBB Exclusive: Customer Service Gone Bad
By Cherie Sohnen-Moe
I recently had one of the worst customer service experiences in my life! I placed an order with a company on October 15th. They state that all orders will be shipped in 7 to 14 working days.This company is only one state away and is open seven days a week, so I figured I would have my order in less than three weeks – even if we only count five working days per week. Three weeks pass and no order and no e-mail notice of the shipment.
So, on Monday, November 5th, I called and talked with someone at the company. He was very apologetic, said he would look into it and call me back. So far, so good. I figure that sometimes glitches happen, but what's critical is how they are handled. He calls me back and says the reason that my order had been held up was that a few of the 21 items had been on back order. I asked him why I wasn't contacted and given the option to have a partial (in actuality a majority) order shipped. He said that should have happened but didn't. Then, he assured me that everything was there and my order would ship out that day and that I would receive it by the following Tuesday or Wednesday at the latest.
Wednesday comes and no order. I call and get voice mail. I leave a message and send an e-mail.
Thursday morning, still no response. So I call again and talk with the same person. He claims it's out of his hands, but he will follow up. More than five hours elapse and no word. So, I call him back. Again, all I get is apologies. I ask him if there's anyone else I can talk with (sometimes going up the chain of command works). I was essentially told that there was nobody else. He promised to get this handled.
Friday comes and goes. No response. I talked with a friend who had gone in on the order with me. She went to Facebook and posted a quick note about her disappointment. Within minutes she received a response with a name and e-mail address to contact (different than the person I had contacted). So, I sent an email. I realize that not everyone reads their e-mail daily, but I expected to hear from someone by Monday. Nope.
This company held my money hostage for a month! They had multiple opportunities to make amends. They should have sent some of my order (even if it was just one item) next day delivery, when I first talked with them. Most importantly, they should have contacted me and explained what the delay was (even though supposedly everything was ready when I called on November 5th) and given me options. Instead, I had to initiate all of the communications and all I got was empty apologies.
On November 12th, I sent an email stating that I needed a response in an hour or I would contact my credit card company to get the charges reversed, contact the Better Business Bureau and post my story on my blogs and every social media outlet that I am on. In just under an hour, I received a lovely e-mail with a tracking number that my order is on its way. While this is good, the only apologies were for the delay, not the poor communication once they knew about the problem. And that was the most frustrating part of the whole experience.
I wholeheartedly endorse companies that incorporate a proactive customer service program. Unfortunately, many companies don't anticipate potential problems and how to handle them if they arise.
What circumstances do you think might occur to cause a client to be unhappy? What steps will you take to repair the relationship?
To read other posts from our expert panel, visit the WIBB blog at www.massagetoday.com/wibb/
Click here for previous articles by Cherie Sohnen-Moe.
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