This week was one of the most profound and monumental of my life … both my children received the rare gene therapy I wrote about a few weeks ago AND Gray came home from the hospital!!

We’re settling into a very different life at home; but just like in business, we’ll get our home medical team and our systems in place, and soldier forward with joy.

Taking a breather to enjoy your wins:

This is one of those moments where I have to remind myself to stay in the moment and really soak it up. My mental habit of constantly pushing forward and thinking “what’s next” has kept me from enjoying a lot of life’s moments to the degree I probably should have.

The long-term goal of optimizing my children’s health and mobility is ever-present in my mind, and I have to stop myself to revel in the fact that we are finally out of the hospital!

If you have that same mental habit that prevents you from enjoying your wins and staying in the present moment, take the above as the first lesson in this email.

And now for the main lesson on human connection…

Along this grueling journey, sometimes my best mental escape was a good movie or TV show.

A couple weeks ago I found myself in a rare moment at home when I could actually unplug a bit and just veg out on some Netflix. As usual I found something about cooking (not sure if I’ve mentioned this, but I LOVE to cook).

I watched an episode of a show called “7 Days Out” and this particular episode was about a restaurant that had been ranked #1 in the world in 2017.

One of co-owners said something that really stuck with me …

“I don’t think we’re in the food business. I don’t think we’re in the service business. We’re in the human connection business.”

I believe that one of the biggest reasons he runs one of the highest-rated restaurants in the world is reflected in the statement above.

And I also believe that most businesses (even B to B businesses) should have the same philosophy.

As healthcare practice owners, it is vital to recognize that we are creating and selling a total experience, and the human connection we and our staff create with our clients is often a much larger part of that experience than the percentage we happen to reduce their pain.

And in most cases, the results our clients truly desire have to do with activities that provide them with human connection and enjoyable experiences with their friends and loved ones.

Considering human connection in your practice

So when you make your customer experience about human connection and pay close attention to their entire experience, you win.

  • What can you and/or your staff do to deepen the connection you make with each client?
  • What types of conversations can you make sure to have?
  • What type of greeting on the phone and upon arrival to your clinic will make their experience more memorable?
  • What type of personalized follow up can you implement after initial evaluation and after discharge?

The list goes on and I challenge you to answer the above questions and any others you can come up with to strengthen the human connection you and your staff have with every client.

Until next time,


P.S. – If you want to learn more about the mindset of cash-based patients and how to provide excellent customer service that will attract those exact patients, I cover both these topics in my Cash-Based Practice Freedom Ecourse.

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