Charlie Trotter was a fine dining chef/restaurateur in Chicago. His book should be recommended reading for physicians because it gives amazing examples of ‘surprise and delight’ culture and ‘making it right.’ Doctors go to school for X amount of years and learn all about their specialty, but don’t really learn about business or marketing and have a hard time conceptualizing these two marketing tenets that are major influencers currently when choosing a provider.
In this satisfaction survey and review generating society, patients score practices higher when their staff is on point and their experience is excellent. It’s less about the physician’s accolades and expertise. That’s just the hard truth and this book can help doctors struggling to get over that hump. It’s inspiring, easy-to-read and will give physicians the out-of-the-box concepts they need to set themselves apart with excellent bedside manner/customer service/hospitality.
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Contributor: Dr. Nicole Freels from lexingtonkypodiatry.com