It was a Tuesday morning.  I was in the Columbia Faculty Practice on Madison Avenue, in Midtown Manhattan.  I’d already seen a patient who was dismissed.  As the treatment room was being set up for my 9:00 patient, I heard loud voices in the hall.  Our hallways were unusually large, wide and long, a terrible […]

This is adapted from my friend Keith Lee, another Dan Kennedy accolade.  He’s a customer service coach. “Woody Allen once said that 80 percent of success is just showing up. In customer service, 80 percent of success is treating the patient like a welcome guest who just showed up.” When guests come to your home, […]

You’ve probably heard of ‘cognitive dissonance’.  It refers to an individual having inconsistent or conflicting thoughts, beliefs, or attitudes.  Such ‘dissonance’ impacts decision making and realizing it might help one make better decisions. Dentists suffer from Cognitive Disconnection. Cognitive disconnection occurs when things that should be connected are not.   It’s done without malice.  Rather, […]

This past week, America received a black eye as we failed to live up to this, a core principle of our country’s armed forces. We’ve been publicly humiliated and shamed in the halls of our closest allies.  Our friends, our allies and even our citizens feel betrayed.  We left much behind aside from people and […]