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End of an Era Looms at NYCC
New York Chiropractic College recently announced that Dr. Frank Nicchi will retire in August 2017 after 36 years with the college, the past 17 as president.
Can a Multivitamin Reduce Breast Cancer Recurrence?
There is a great deal of controversy regarding the value of multivitamin supplements in cancer prevention. However, with respect to preventing breast cancer recurrence, an important study was published in the Journal of Breast Cancer Research and Treatment in 2011 by Kwan ML, et al.
Meshing TCM With Environmental Pediatrics: Where's the Overlap?
Pediatrics has a long history within Chinese medicine dating back to the late Han dynasty (i.e., the late 200s CE), with the two primary areas of emphasis being herbal medicine and xiao er tui na (pediatric massage).
6 Steps to Make 2017 Your Best Year Yet
People often ask me what defines success. Success, for me, is simple: doing exactly what you want to do in life. Whether it's the kind of practice you run, your life at home, your hobbies or something else, it's achieving anything you put your mind to.
What We Can Learn From Spine Surgery
Patients with lumbar stenosis presumably present for conservative care to improve their quality of life and avoid surgery. However, providing clear guidance to these patients can be difficult for a number of reasons.
Assessing Core Stability and ROM: 5 Basic Checks
One of the first steps in addressing core stability is assessing static posture, ranges of motion, and motion of the pelvic bones, sacrum, femurs, lumbar spine and thoracic spine.
Branding: Set Your Practice Apart
Dr. Brad started his practice seven years ago on a shoestring budget. He created his generic logo in five minutes using a website because he didn't have the time to figure out how to make something special.
Another Chance to Make a Difference
Just a few months ago, "the worst natural disaster to strike the United States since Hurricane Sandy" hit Louisiana. During this storm, one area experienced 31 inches of rain in 15 hours as almost 7 trillion gallons of water rained down in just one week across the state.
A Letter to the Profession from the New President at AAAOM
Volunteering for a national, nonprofit organization brings with it such highs, lows, and accomplishments, as well as a steep learning curve.
Overuse Injuries in Young Athletes (Pt. 2)
Most overuse injuries are benign, but there are some high-risk injuries that, if unrecognized or inappropriately treated, can result in significant loss in time from the sport or even require leaving the sport.
DVT: Know the Signs and You Could Save a Life
I lost a friend several months ago. He died from a pulmonary embolism (PE) secondary to a deep-vein thrombosis (DVT) that originated in his lower leg. Bobby was in his mid-60s, soft-spoken and had a big heart.
Molecular Motors: Tiny Machines Behind the Rhythm of Life
In the clinic, we aim to restore healthy patterns of movement for qi that has gotten trapped or misdirected, or may have even collapsed. We may be focused on freeing stagnation, releasing heat or redirecting counterflow qi, but it often comes down to helping re-establish a flow of sorts.
A Q & A About Updated Codes
Yes, indeed there was an update to ICD-10 on Oct.1, 2016. This is a regular update to the diagnosis coding system and this type of update will occur every Oct. 1, just as it did when the ICD-9 system was in place.
Southwest Acupuncture College Brings It to Division 1 Athletes
When Michael Phelps' photograph with the distinctive round marks left by cupping went viral, the Division 1 student athletes treated through the Dal Ward Athletic Center at the University of Colorado (CU) could relate.
A Simple Protocol for Holiday Stress
It's winter, a time when we should be deep in reflection, eating warming foods and sleeping long hours. Following nature's rhythms, we restore our bodies and minds in preparation for the renewal of spring.
Dedicated to Defending Chiropractic
Whether you're a veteran DC or a first-trimester student, the name George McAndrews should be part and parcel of your professional vernacular, as familiar as the word chiropractic.
Herbs for Digestion: The Power of Bitter
Many cultures (and indeed herbal clinicians) around the world have long respected the role of bitter herbs and foods for promoting digestion. For example, aperitifs – drinks consumed before a meal to stimulate appetite and digestion – were originally derived from bitter herbs.
All Fiber Is Not Created Equal
Sometimes the best place to start is at the end. So, the conclusion of this article is that all fiber is good ... but some fiber is better. Let's break it down. There are two main types of fiber: soluble fiber and insoluble fiber.
A First for the Profession: CCE Accredits First Chiropractic Residencies
The Council on Chiropractic Education (CCE) has awarded accreditation to all five chiropractic residency programs currently administered at Veterans Administration facilities, "the first residency programs in the nation ever to be awarded this distinction, a significant advancement in the evolution of chiropractic education," according to a VA press release announcing the milestone.
2016: A Year in the Life of Acupuncture
Happy Holidays, may you, your family and friends have peace, joy and blessings throughout this special time of year. As 2016 comes to a close, we can look back and celebrate the many events and accomplishments for the profession of acupuncture.
News in Brief
New President / CEO Takes Office at Yo San University. Electroacupuncture for Constipation?
Chiro School Reunion: Whatever Happened to...?
I opened the door to the closet slowly, carefully, since I knew it contained a large number of precariously stacked file boxes. It also held numerous outdated gizmos with electrical cords of various lengths that could trip or strangle a person.
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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