Creating a Culture of Customer Satisfaction, Part 1

June 18, 2015 by C. Scott McMillin

The traits we should be looking for may be missing from (or underemphasized in) the job description.

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Customer Satisfaction: Group vs. Individual

June 11, 2015 by C. Scott McMillin

This is not about results. It’s about attention. Our clients want to feel as if somebody’s actually listening to them.

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Building Content on Your Rehab Blog

June 2, 2014 by Cecile

Of course a blog has one big down side: You have to keep feeding it, like Moloch, with new content.

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The March of Pseudoscience

December 2, 2013 by C. Scott McMillin

The treatment population is jam-packed with vulnerable people and families desperately looking for magic solutions to a genuinely challenging problem like recovery.

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Four Ways to Refresh Your Website

January 17, 2013 by Cecile

Effective websites for addiction treatment programs need to balance between the practical marketing goals that will “sell” our program to patients and referral sources, and the service and information goals that build trust and promote our brand on a broader scale.


Customer Service Secrets of the Stars

January 13, 2013 by C. Scott McMillin

Inpatient customers are at your facility 24 hours a day, seven days a week. During that time they may be interacting with counselors, group leaders, techs, medical staff and other clinical folks for several hours a day. But the hospitality staff are there all the time.

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Happy Customers

January 12, 2013 by C. Scott McMillin

Exceeding — not just meeting — a particular customer’s expectations is the key to happy customers. You don’t have to be perfect. You just have to be better than the customer expects, at that moment in time.

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Why Do We Keep Losing Bids?

October 15, 2012 by C. Scott McMillin

We’re competitive on price and have all the required services, but for some reason the award goes elsewhere.

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Winning Public Substance Abuse Services Contracts

April 21, 2012 by C. Scott McMillin

Put yourself in the reader’s place. Most big awards come after review committees of five to ten folks have sorted through a pile of proposals using a rather elaborate ratings tool.

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Adding Intervention Services

March 18, 2012 by C. Scott McMillin

Families are always complaining about the lack of good, affordable intervention assistance out there (depending on where you live, of course)

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