client service / dealing with clients

HIPAA or PIPEDA at Your Fingertips

potholes

For all its good intentions, HIPAA (known as PIPEDA in Canada) is a pain in the backside. Yes, granted, what it’s intended to do is keep personal health/ medical information safe and away from the eyeballs and datasets it shouldn’t be seen in – a good thing. But of course, as we all know, the road to heaven is paved with all those good intentions… and here we are 25 and 20 years after their implementation, and that heaven-bound road […]

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Turn Criticism Into Gold

One of the things I recommend to all advocates is that they survey their clients after their work is complete, and ask them for testimonials to add to their directory listings. The feedback they receive is gold.    But gold doesn’t mean it’s all hearts-and-flowers!  I heard recently from an advocate (I’ll call her Zelda) who has always heard wonderful things from her clients. They most often regale her with positivity, thanks, and a claim that they worship the ground

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Making Sure Potential Clients Can’t Phone You

make your phone number easy to read

…. say what? I hope that title caught your attention. You’re thinking, “Woops! She didn’t check her title for errors!” But yes, I did check. I created a title that would catch your attention because chances are you are guilty of the very point I’m going to raise today. For the third time in the past month, I received a phone call from someone who was desperate to find an advocate.  As I always do, I patiently explained to her

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Saving Your Practice (and Sleeping at Night)

websites disappeared

Before I ever started working in healthcare or patient empowerment and advocacy, I almost learned this lesson the hard way. It was 2002. I owned a small marketing company – among the first-ever marketers to focus on small business web marketing. I managed about 15 websites in all, including my own sites, all hosted by the same company. In those days we didn’t worry about hackers or security; just space and bandwidth. There was no such term or description as

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The Easiest Newsletter in the World

newsletter

Does the idea of sending a regular email newsletter to your small group of contacts make you cringe?  Maybe you would rather pull out all your fingernails?  That’s the reaction I get from so many when I suggest they could be issuing a regular newsletter!  And I think I know why…. which is the point for today’s post. I’m going to help you develop the easiest newsletter in the world. A quick disclaimer: what I’m not going to do today

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