“People’s emotions matter — emotions drive people, and people drive success. That is where soft skills come into play. Soft skills are just as important as technical skills to both patient care and the mental health of health care professionals. Mastering soft skills gives us the power to make intentional connections with others, not only at work but also with people in our everyday lives.”

We all know that the best quality lead, inquiry, and new patient comes from the word-of-mouth referral.

We were shocked by gaps we were blind to, training and process deficiencies, and opportunities that weren't even on our radar when it came to how someone felt when viewing us online and inquiring for more information. It's not that we weren't doing our job, we were just too busy with the day-to-day, hat-juggling act we did to put out fires and keep our busy practice running. (We’re sure you also know this delightful dance all too well!)

Training and expertise in technical skills are non-negotiable in our premium practices. It's of the utmost importance that patients are safe, that patients are informed, and that we care about their well-being. The problem is that patients can 'be' safe, informed, and cared for, yet not 'feel' it. Technical skills ensure the 'being,' while soft skills create the 'feeling.'

Reputation management is much more than static reviews left by patients on sites like Google, Health Grades, and Vitals. In a world where people can be skeptical of advertising, marketing, or professionally curated websites, healthcare consumers turn to the source they trust most in researching a procedure or evaluating a practice’s reputation online: other consumers.