Look at the situation from the surgical patient’s point of view. For you, what occurs in a surgical practice is routine. The typical patient, however, arrives feeling uncertain and anxious—maybe even fearful—about what will happen. Imagine what those patients may be thinking and feeling and you’ll be able to ease their minds with simple explanations, reassurances and a cheerful manner.

Management Monday: Read a free excerpt from Dr. Levin’s popular book, Customer Service Secrets of Top-Producing Specialty Practices. To read an excerpt, go here and click on the “Read an Excerpt” button.