Heather Prendergast

Create a Memorable First Impression

Receptionists — and the people managing them — can make or break the client experience.

Stop charging extra for every little thing. To avoid irritating clients, roll the cost of doing business into your prices.

Asking clients about their experience and soliciting their ideas can take your hospital to the next level.

Managing change is hard, but it gets easier when the team rallies behind you.

A formal reminder system enhances patient care and client loyalty.

Turning things around starts with analyzing expenses, reviewing your team’s makeup and evaluating the ease of booking appointments.

Revenue suffers when you lavish discounts on clients and lack confidence in your prices.

Vision, strategy and culture emanate from the top.