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News in Brief
While indignation may be your immediate reaction to H.R. 5780, the Protecting the Integrity of Medicare Act of 2014, the American Chiropractic Association suggests the legislation is just what the chiropractic profession needs.
Helping to Create the Healthiest Generation
The imperative to create the "Healthiest Generation by 2030," envisioned by the American Public Health Association (APHA), was in full force at the APHA's 142nd Annual Meeting held in New Orleans from November 15-19, 2014.
We Get Letters & Email
Rethinking Our Approach to Immunization; Coming Together for the Good of Our Patients.
AWB Makes a Difference in the Yucatan
We are in the sleepy town of Izamal, located about an hour from the Merida airport where our group arrived last night. Later that morning, on a bus winding through the dusty roads of the Yucatan, fourteen acupuncturists, two facilitators from AWB and two tour guides make their way to the small rustic town of Popola.
Movement Assessments: The DC's Sphygmomanometer
I think back to when I was going through chiropractic school outpatient clinic. I was embarrassed to have my family and friends come in for treatment because initial evaluations took three hours to complete.
Happy New Year 2015 Gong Hoy Fat Choi
Welcome to the year of the sheep! We begin a new year guided by the sign of a quietly and creatively organized animal.
Professionalism and Evidence-Based Health Care
Today's chiropractors are facing a conundrum with the Affordable Care Act and its health care reform requirements, including evidence-based practice and health technology assessment.
The Static Postural Pelvic Exam
I include a static postural analysis in my evaluation routine whether you are a patient in pain or an elite-sport athlete in training. In my day-to-day practice, I require patients to stand still while I "just look" at them.
Taking the Freeze Out of Adhesive Capsulitis
Adhesive capsulitis or "frozen shoulder" is a relatively common condition resulting in severe shoulder pain and global loss of glenohumeral joint range of motion. Incidence of the condition is approximately 3 percent in the general population.
Chiropractic Research in Review
Occupational LBP in Primary- and High-School Teachers; Treating MVA Complications With Chiropractic Care; Neck Pain: Immediate Effects of Active Scapular Correction; Taping Benefits Stride, Step Length in Fatigued Runners.
Environmental Toxins: Cause of Modern Illness, Part 2
In Part I of this article, we detailed the variety of environmental toxins assaulting our bodies. These include pesticides and herbicides; plastics; preservatives; cosmetics; gasoline additives, solvents and glues; and heavy metals.
I Felt it in My Fingers First
I'm not afraid to say it. Massage therapists make better acupuncturists. I'll tell you how I know, but first I have a question: What do a microcurrent device, a laser and a hippie massage therapist have in common?
Ringing in the Billing New Year
What are the new modifiers that replace modifier 59? Will they allow doctors of chiropractic to be paid for 97140, manual therapy, when done with chiropractic manipulation?
Animal Acupuncture Gaining in Popularity
We have just finished the year of the fire hoarse and now it is time to spend some time alone, daydreaming and thinking outside the box in terms of where our profession is headed. The sheep person is well organized and creative so this should not be difficult to do.
The Way of Zen Performance Enhancement
Working with elite athletes and implementing various techniques to keep athletes focused and at their optimal performance for a sustained period of time includes incorporating various meditation techniques that counterbalance their sport-specific physical and mental demands, which is an important element of success throughout the years.
Two for One: The Cervical Distraction Test
In today's healthcare system, diagnoses and treatment plans follow a western medical model - especially if you work with attorneys or insurance companies.
Fight Colorectal Cancer With Folic Acid
CRC is the second most common cause of cancer mortality in the U.S. and Canada. Although genetic susceptibility plays a role in the etiology of CRC, dietary factors, including certain vitamins, have also been shown to influence the development of the disease in various studies.
The App Advantage: Get More for Less
You may have noticed the list of "app-exclusive" articles in the directory on the front page of the print issue and in the Table of Contents on page 4. You can't find these articles in print or even in our online archives.
Three for One: The Cervical Distraction Test
Taking the time to do an exam is important, but it is time spent. The exam serves as a way to physically validate your clinical impression following a history and clinical consultation.
Trouble Down Under: San Zhen Therapy for Lower Jiao Issues
In the last several columns, I have discussed many clinical options for utilizing San Zhen or Three Needle Therapy. In this installment, I will continue this trend and discuss several foundational patterns which can be found in several very common clinical presentations.
Show Up and Show Respect
I was recently asked about my chiropractic philosophy. My answer surprised my questioner.
The Conscious Evolution of Healing: Importance of Opening the Sensory Portals in Classical Chinese Medicine
The Chinese medical classics are not just clinical guides. They give advice; ways we can awaken more fully into conscious awareness.
Right Back Where We Started?
More than 25 years after Judge Susan Getzendanner issued her historic opinion in the Wilk v AMA anti-trust case, evidence suggests that despite increasing collaboration between doctors of chiropractic and their allopathic medical counterparts, when it comes to organized medicine, we may be right back where we started.
Acupuncture and its Place in the Integrative Healthcare Practice: The Need to Move from Modality to Profession
Acupuncture and oriental medicine (AOM) has grown and flourished from its inception thousands of years ago in China. In surrounding regions of Asia, AOM developed as a response to differing cultural, pathological, health and wellness care needs.
How to Use Online Video as a Tool to Market Your Practice
Health care practitioners, including chiropractors, should consider online videos as a key element of their Internet marketing strategy. In the next three years, videos are expected to account for nearly 70 percent of all consumer online traffic, according to Cisco.
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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