hostess mode. We don't want to remain behind the front desk. We want to have somebody ready in the reception area when there's new patients scheduled to greet them by name, shake their hand, led them into a consultation area, ask can I get you something to drink if they're coming after the office ... can I get you a snack? Whatever the case may be. We really want to serve in that capacity. We want to let our team members know they're here, so everybody gets on deck so that those baton passes are really flawless. We don't have anybody dropping the relay baton in our practice. We want to make sure that everything's efficient and smooth. We give them a tour when they come to our office so that they're comfortable. They know where the restroom is. They know where the brochures are, help yourself, where they can sit, but it's letting someone know what to do, where to go, what's coming next so that they're not surprised because it's just so easy to put yourself in someone's shoes and think about what would I want? What would I want? What would make this experience fabulous for me versus what would be a break it point for me? We want to, obviously, do everything we can to make it a positive experience and avoid all those pitfalls. That's important. It is also one of the things that I review with doctor's when I'm doing seminars. That, from a risk management perspective, it's also important that the doctor and the staff actually go through the entire office as if they were a patient. Walk thorough, that's what I do in our office here. I make rounds. A, I want to know what people are doing. I want to see how things are going. I want to see and hear them on the telephones. I want to see if there's anything on the floor that someone's going to trip over. All of these different points that you're raising with the patient, I raise from a different perspective with the doctors to really know their own office. One of things about expectation management that I find to be important and one of the reasons that we wanted you to be on our show is I do get some of these calls that come into here based on exactly the opposite of what you're sharing. Sometimes, it's not only expectation management, it's the communication about it because some patients assume that the doctor and/or staff said they're going to be better, whatever better is, inside of 3 days or in this week, they'll be better and they're actually worse, not better. They go to another healthcare provider that says you should have never gone to that chiropractor in the first place. They made it worse. They hurt you. You should've gotten here quicker or something like that. Then we have a potential claim or board complaint all because of what you're now talking about in terms of proper expectation management not being followed.
Speaker 1:
Speaker 2:
Exactly.
Speaker 1:
Do you know what I'm saying?
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