Thursday, February 28, 2008


"In business and in all of life, only truth is sustainable". - Bob Wiersma
Wednesday, February 27, 2008

Performance Matters - Idea #1

Begin by establishing Ground Rules pertaining to staff behavior. About 5 such rules is generally about right. A few more or less is fine. The intent is not to create an exhaustive list but rather over arching behaviors that can be used to address any situation that a team member might come up against. Ground Rules are the litmus test for appropriateness and excellence in relationships.

Ground Rules should summarize key values that will be practiced in personal relationships internal and external to the Practice. They should address how people will be treated. Ground Rules are always non-negotiable! They represent minimal acceptable conduct. All team members are required to pledge their support to the Ground Rules should be posted and discussed regularly. They should be a part of new team member orientation and should be routinely addressed in performance review.

Consider values such as mutual respect, honesty, integrity, transparency and completeness in communications, confidentiality, commitment to learning & teaching, etc.

Shared values should be discuss frequently, practiced daily, and celebrated.

Failure to establish Ground Rules is essentially permission from management that anything goes. What results is chaos and the Practice's inability to reach its full promise and potential.

Begin with meaningful Ground Rules!


(c) Copyright 2008
Performance Builders
Saturday, February 23, 2008

Speaking About Performance

I don't know about you, but I don't aspire to be average. Read my lips, "There is nothing distinctive about being average"! Average is so... so average!

It amazes me how often Practice owners, managers, and clinical professionals compare their performance to the average and then rationalize their satisfaction with their performance.

That's no way to lead. That's no way to serve. That's no way to grow. And, that it is certainly no way to win!

When your child is sick or injured do you go to the Internet and talk with friends to find an average hospital and an average physician? When you celebrate a special event do you dress in your everyday clothes and and take friends and family to an average restaurant? If you want to be the best athlete you can be do you go looking for an average coach and trainer? Do you aspire to play on an average team? Do you cheer your favorite team because they are having an average season this this year?

We aspire to have the best, to associate with the best, and to be the best!

Great performance is the product of great preparation and positioning.

I'd like to take the next few weeks to share performance building ideas with you that will change the way you manage, how your team performs, and how others will view your Practice. I'd like to share ideas with you for transforming your Practice from good, to better, to best.

Let's take a look at 36 ideas that will transform your Practice starting right now!


(c) Copyright 2008
Performance Builders

Tuesday, February 19, 2008

Play It Forward Conclusion

Well that provides an overview of the Play-It-Forward marketing strategy. Over time, you will likely discover it to be the corner stone of your marketing plan - the marketing difference that makes the difference. Of course there are many more Performance Builders strategies to provoke your practice to perform to its potential - contact us to learn more.

By the way, appointment no-shows and passive discharges (clients / patients who quit showing up) are indicators that there are opportunities for improvement in client relations. No-shows and cancelations are also evidence that one has a marketing problem! They represent people who are unlikely to be bragging about their achievement or your service.

They represent lost opportunities for your shared story to be told.

Your goal is to make every client your loyal friend and advocate by training them to Play-It-Forward.

Consider how you could build an encouraging, enriching, empowering, and emboldening Pay-It-Forward, word-of-mouth marketing strategy into your Practice.

Consider the lives you could touch if every patient / client became an advocate (marketer) for you and your Practice! Think win / win / win! The client wins, you win, and the community wins!

Encouragement + Evidence = Empowerment

A well executed "Play It Forward" strategy is just one of some 2 dozen Performance Builders strategies that contribute to the reduction of no-shows and cancelations and the increase in growth and profitability in any Practice.

I hope the Play-It-Forward strategy contributes real value in your Practice! If it does I would love to hear about your story.

All the Best!

(c) Copyright 2008
Performance Builders
Friday, February 15, 2008


"It's not who you are that holds you back, it's who you think you're not."- Anonymous
Tuesday, February 12, 2008

Play It Forward Idea #7

Idea #7 The best marketing messages are delivered not by you, but rather by others who speak on your behalf - i.e. your advocates.

Remember the three TRUTHS we began with? Navigage back and take a second look...

Consider events that you could periodically host that would provide a no risk opportunity for people (new client prospects) to experience an example of your hospitality, knowledge, skills, service, and empowerment. Imagine events where new prospects could share conversation with people whose goals and dreams you have already benefited. Create a setting where your old clients can casually tell their story once again (brag) and feel like the expert. Provide a trusted environment where new potential clients can benefit from the experience and recommendations of your advaocates. ...people who will advocate on your behalf because they believe in what you have done for them in thier lives.

Think about what opportunities you could create – what if…


(c) Copyright 2008
Performance Builders
Friday, February 8, 2008


"We must adjust to an ever changing road…while holding onto unchanging principles” - Anonymous
Tuesday, February 5, 2008

Play It Forward Idea #6

Idea #6. Let clients know that by virtue of their relationship with your Practice, the Practice will take special care of friends and family that they refer to you.

If they are interested, provide them with a few of your Preferred Business Cards that they can pass along to family and friends. Include on your Preferred Card a “private phone number” that they and friends can use to access your Practice and assure they will receive “Preferred Access and Services”.

Perhaps there are special considerations you could offer those who come to you by way of such recommendations – use your imagination.

People love to be able to provide friends with special privileges or services whether it is at a local business, a special restaurant, or your Practice. Friends take care of friends.

Friends taking care of friends is playing it forward. Treat every client as a friend and begin the Play It Forward Chain Reaction that will eventually leade back to your Practice!


(c) Copyright 2008
Performance Builders
Sunday, February 3, 2008


“Success is not final, failure is not fatal: it is the courage to continue that counts.” - Winston Churchill

All The Best!


Performance Builders
Friday, February 1, 2008

Play It Forward Idea #5

Idea #5. Make a quality copy of the client's story of achievement and photo, and send it to them at home a week or so after discharge. Include a brief note that acknowledges your privilege and pleasure in serving them and recognition of their achievement. You can assume with confidence that if it is well done it will be shared (played forward) with friends and family.