by Susan Keane Baker
Ideas for Increasing Staff
Participation at Meetings
From shy to cynical, you can involve them
For the Smile-Challenged: Why It Makes A Difference
It’s not smile school after all
What Not To Do when Patients are Finished With Their
Visits
How to avoid YOYO syndrome
Patient
Satisfaction Makeoevers(Adobe Acrobat reader required)
Six Strategies To Win Brighter Smiles in the New Year
How to Get the Most Out of a First Patient Visit
Make them glad they chose you
No One Dies Alone Operations Manual
How to order the step-by-step guide to setting up a program
How Front-Line Staff Show Courtesy Even When Under
Pressure
Action Ideas For Improving Employee Motivation
Do You Encourage or Discourage Quality Service?
A few ways to tell
Terminating the Physician-Patient Relationship
When it’s time to say goodbye, do it properly
How to Encourage Positive Word of Mouth
You can influence what others have to say
The Successful Office Practice
The key elements of happy, thriving practices
How To Make Waiting More Enjoyable For Patients
If not enjoyable, at least more tolerable
Your Patient Or Your Guest?
The acid test for service quality
Resources To Help You Care For Patients Who Don't Read
Internet resources for patient and staff education
First Impression Checklist
Hint: A great tool for interviewing job applicants
Five Statements Customers Never Want to Hear
How to decrease trust and increase frustration
"What was your name again?"
Remembering names
How To Respond To An Angry Complaint
And preserve your relationship
Do's and Don'ts of Comment Cards
Use them to your best advantage
Why Patients Don't Buy In
Do these pitfalls exist in your organization?
Ellen Belzer's Interview with Susan on How to Handle
Complaints
The art of the gracious response
How Your Environment Affects Patients' Perceptions
Reception area cues
Building Name Recognition
If they’ve heard of you, they think you’re good
Advanced Strategy: What you can learn from a hair salon
about winning and keeping patients
And questions to ask yourself to boot!
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