Sorry, Docs and Esqs,

 but you’re not God

anymore!

Well, one good thing about the current Administration (and it may be the only good thing) is that it has snapped Americans back to reality — the reality that no matter how great you can talk, action speaks louder. And taking no action speaks loudest of all. Like a whirling dervish, this tax-and-spend do-nothing White House spins in place.

So that’s the good news: we’re all learning from our mistakes. Watch the blur!

_________________________________                                                  

Now on to doctors and lawyers: You guys are being shopped around for on the Internet, and you haven’t yet caught on to the reality that this single shift in patient and client technology is driving your practice into the ground because you’ve chosen to ignore and discount its impact on you. But you can’t. You need to take action now. 

Reality is that your services are no better a commodity than peanut butter, plumbers, snowplowing services, or used furniture once a prospective patient or client gets her or his pudgy little fingers into the Bing or Google search window.

The days when you needed not to worry about your staff customer service skills are long gone.

                                                 

Heart patients in Pennsylvania fly to Arizona or Minnesota for surgery. People with vision problems in Florida will travel to Baltimore. Just because a local physician or lawyer diagnoses a problem seldom means anymore that the patient or client will stay with that professional. Many, if not most, seek specialized care referrals online.

A good part of the reason for this, and one that’s continually dismissed, has a whole lot more to do with office staff treatment and “bedside manners” of the doctor or lawyer than most professionals would care to admit. Truth is it’s likely to be costing you 50% or more of your practice volume. And it’s close to 100% avoidable!

Incredibly, to most of America’s population raised on ER and Law & Order, there are studies floating around that show over 90% of all doctor and hospital visits (including those to the ER!) are for reassurance

— being told with a warm smile and backpat, “You’re going to be alright. Take two aspirin and call me in the morning” seems to sum up what most people consciously or unconsciously seek.

And I strongly suspect the same dynamics of pursuing empathy come into play with lawyers.

Lawyers thrive on delay. Doctors thrive on patient loyalty. Neither of these payoffs are very much in the cards (or the stars, tea leaves?) anymore because people want gratification as immediate as a txtmsg response, and loyalty is directly proportionate to truth (readily verifiable on the Internet), and personal attention with every contact.

So, solutions? Here are 3 FREE solutions: More frequent and more genuine use of smiles, and of “Please” and “Thank you.” Don’t assume your patients and clients are being treated the way you want them to be. I can tell you of over 100 medical and law offices where they are not. Find out. Use friends as “secret shoppers” to report experiences.

Reward positive attitudes. Small, inexpensive, frequent rewards actually work better than lump sum cash or raises (which, remember, are permanent). Consider outside professional coaching help.

# # #

Your FREE subscription: Posts RSS Feed

Hal@Businessworks.US or 302.933.0116

 Open minds open doors.

Thanks for visiting. God Bless You.

Make today a GREAT day for someone!