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Practical Practice Management

While people need and want products or services they are looking for memorable experiences when doing so. All businesses if they wish to survive and grow must become players of these experiences.

The key factor in providing quality service that exceeds our guests’ (or patients in my case as I manage a Medical Practice) expectations is to provide ongoing training for your staff and to develop a culture that focuses on creating memorable experiences for the customers (patients) you see every day.

Five key factors for building a performance culture to create memorable experiences:

  • Everyone must understand and feel connected to the culture. It must align with their values.
  • Make it global; everyone must buy into the fact that customer (patient) experiences are number one.
  • Performance must be measurable to make sure everyone is on the same page.
  • Provide continued training and coaching for staff to ensure the magic stays…

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