My Own Personal Nordstrom Story

Posted by on Jul 9, 2013 in Blog

Most of you have heard the legendary story about how someone returned a set of tires to Nordstrom, which they took back no questions asked.   It’s part of their legacy for legendary service and taking care of the customer. A few months ago, I went to pick up two pairs of suit pants that were needed for a business trip starting the following day.  After 20 minutes, he asked if they could deliver them to my home later that evening, so I left the store and headed back to my office.  Around 5 pm, I received a phone call from Justin, the now exasperated (and embarrassed) manager who said...

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PREMIUM PRACTICE TODAY: Avoiding Analysis Paralysis: How to Choose an EHR System

Posted by on Aug 25, 2011 in Editor

PREMIUM PRACTICE TODAY: Avoiding Analysis Paralysis: How to Choose an EHR System

Selecting an EHR system is complicated for all of the same reasons it is beneficial: it affects every level of the practice. For far too long, the health care industry has found itself exempt from the norms of customer service that are found across most other businesses. Electronic health records (EHRs) have the potential to help medical practices close the gap in this area by converting their paper records to digital charts. This month’s Premium Practice Today highlights several offices that have made the switch and offers their...

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Wowed by Zappos

Posted by on Mar 1, 2009 in Videos

Wowed by Zappos

Wowed by Zappos Shareef mahdavi looks at successful online shoe company, Zappos, as a model of exceptional corporate values. A commitment to customer service and fostering an enthusiastic work culture have helped Zappos grow a large customer base. Date: March 2009  – Length | 9:29...

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Dad, what’s an Album?”

Posted by on Jan 1, 2009 in Blog

Dad, what’s an Album?”

My son, who received an iPOD last Christmas, innocently blurted this question as I was searching for specific music to load onto the device. Wow, how fast the world has changed! Indeed, it was a bit sobering for me to explain how recorded music has shifted from LP (long play) records to cassette tapes and now CDs. It was a mini-history lesson that was probably lost on him but really hit home with me. Today’s kids and young adults have never known a world without a personal computer, cell phone, DVDs, video games and even the iPOD (at least for the 7 year-olds like my son). They absorb...

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Change, Anyone?

Posted by on Aug 1, 2003 in Article, Published Works

Change, Anyone?

Making changes is a difficult task, especially if you go it alone. For nearly 2 years, I’ve had the privilege of offering commentary on the changes in marketing and customer service that providers must make in order for refractive surgery to gain mainstream acceptance. As refractive technology reaches a new peak with fully customized solutions, the focus of physicians’ efforts should increasingly shift toward marketing… Tags: Customer, Patients, surgery, Procedure, Refractive surgery, Technology, Customer Service, Marketing, Service, Advertising Download the full article   ...

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