Tough Love: How Actively Managing Your Customers Can Make Them (and You) Happier


Tough love. It's a familiar expression that's often used in parenting circles, but also applies to laboratories that are looking to produce high levels of process quality and clinician loyalty at the same time. You might be asking, "How should my lab go about initiating a tough-love approach with clinical customers to induce and reinforce desired behaviors that produce alignment between us and them?

In this LabLeaders webinar, Dr. Brian R. Jackson shares examples from other industries that help illustrate how a tough-love approach can help you earn and build better doctor relationships that will contribute to the overall quality of your lab's services.

Contributing Lab Leader

Brian Jackson, MD, MS

Academic Clinical Pathologist, Medical Informaticist, and Laboratory Business Leader

University of Utah; ARUP Laboratories

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