The Concierge Care System
Your Patients are Your Greatest Marketing Asset!
The philosophy behind our Client and Patient Care Systems was born the first time we checked into The Ritz Carlton. This particular Ritz was located at Dana Point California and, at first thought, it was an unusual place for a three day Master Mind Session. However, this experience changed current thinking on what service is suppose to be and the vital role it plays in Marketing Success. After checking in, we walked toward the elevator and past the Concierge Desk. "Good Morning Mr. Nutt." I turned to my left to see a well dressed woman standing behind the desk with a bright smile. My first thought was, how did she know my name, I just checked in seconds ago? My second thought was, this is not just a polite question, she is waiting for an answer and actually appears to care what that answer is. I turned and engaged the Concierge in a conversation that changed my thinking. Not just on Service and Care but, on the very birth of a business relationship with any staff member. The Concierge explained, when asked, that the hiring process for this position is a bit unusual. The interests from The Ritz Carlton were focused entirely on her level of empathy and her personality. The goal of the interview, she explained, seemed to be a conversation to discover whether or not she fit the image the Ritz envisioned, not in physical appearance but in psycho-epistemology, of what a Concierge must be naturally before they can be trained on how to become a Ritz Carlton Concierge. From that conversation, the entirety of our Human Resources methods developed.
In today's Marketplace, every person who comes in contact with your practice has the potential to reach hundreds, if not thousands, with a simple entry into a Status Update. The old saying, "If you make them happy they may tell a few friends. If you make them angry, they will tell everyone they know." Has never been more true. You can add to that, everyone they know, will ever meet or have any social network connection to. We live in a world where news travels rapidly and bad news is posted permanently.
Going Nutts, LLC. is the evolution of a Consulting Firm we called Problem Solvers International or PSI. PSI was known for the development of Systems and Training's within a business that was equal to the type of system that would be developed for a Franchise. It is well known that most of the value within a Franchise is the system that maps out successful operations. A Road Map to a successful business, so to speak.
When we began working with clients in the Medical Profession, the need for such a service directed specifically for Medical Professionals was greatly needed. The interesting aspect of the journey we made to developing our Patient Care System is, it followed the same basic principles of a great care and service we had taught for more then a decade. Most Practices, and Businesses for that matter, operate a Reactive Care and Relations Policy. The Medical-E-Speaking Concierge Care System is a Proactive care and Relations System.
It starts with outlining and identifying the Social and Psychological attributes needed for staff who are to be the primary members of a Patient Care Team. Good Care and Relations in any industry takes a personality that has a high degree of empathy. While someone who has an empathetic nature can be trained how to best develop and use that nature, empathy can not be taught or faked. After empathy is Sincerity. Again, it is difficult, if not impossible, to teach Sincerity. Once you have the staff however, developing and teaching a System of Care that will automatically begin developing positive benefits is a fairly rapid process.
Like every service we offer, this System is not a Cookie Cutter, "One Size Fits All", process. Our systems work because they are developed to enhance the nature of the practice and compliment the primary Medical Professionals who guide the practice. We adhere to many core principles. In order to put those principles into proper and positive action, certain methods must be uniquely developed to match the specific and unique needs of each client.
