257: Pat Iyer, Legal Nurse Podcast

Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA Influence 2017 conference. Nurse your business to health! Stakes can be high in any business... but imagine if you had legal and medical issues thrown in the mix! Today’s guest achieved amazing results turning the experience around in the high-stakes medical liability industry. Dealing with lawyers, patients, and issues that require legal intervention, it’s no doubt medical liability is a touchy subject! But Pat Iyer built a million-dollar business by offering experiences that stand out in her industry. “Everything in our business had to be done well and with excellence.” -Pat Iyer Make no mistake- Your customers are touchy too! Are you prepared for those moments when things don’t go as planned, expectations are unclear, or tension is expected? Pat shares amazing insights into growing a business with a customer-focused approach – no matter what industry you are in. Listen in for great advice on creating better experiences in high-stakes situations, and smoothing things over when tension is at an all-time high. Interview highlights Pat talks about how she increased sales and loyalty by offering a unique experience in her high-stakes business. [1:20] How can we defuse tense situations like those which arise around legal and billing issues? [4:45] Pat shares tips for forming your business objective around creating standout experiences. [7:55] What are some great ways to prepare for and recover from hiccups in a high-stakes experience? [10:00] About our guest Pat Iyer MSN RN LNCC is a medical liability expert, professional speaker, author and coach. She works with healthcare providers who want to reduce risks and improve patient safety. LNCC is the certification granted by the American Association of Legal Nurse Consultants and is the only legal nurse consulting certification which meets the standards of the American Board of Nursing Specialties. It is awarded to experienced legal nurse consultants who meet a practice requirement and pass a rigorous exam. In 1989, Pat established Med League Support Services, an independent legal nurse consulting firm. As a result of reviewing thousands of medical records and talking with attorneys about thousands of cases, she developed deep expertise in the concepts of medical liability and patient safety: from the labor and delivery site to the nursing home, from the emergency department to the ICU, from the outpatient surgery center to the dialysis center, and everywhere in between. She served on the Board of Directors of the American Association of Legal Nurse Consultants including one year as national president. She sold Med League in 2015 and now devotes her time to coaching, writing and professional speaking. Pat is the author or editor of over 800 books, chapters, case studies, articles or online courses. Her publications have been read by thousands of people and translated into Japanese, Spanish, and the Indonesian language. Pat presents onsite programs, virtual presentations, and podcasts. She is the moderator of podcasts for the Physician-Patient Alliance for Health and Safety. Connect with Pat LinkedIn Twitter Facebook Website Related Content 360Connext® post, 3 Ways to Boost Your Customer Service Listening Customers That Stick® post, The Importance of Listening in Customer Service Episode 245: Vicky Smitley, Business Plans and CX Episode 211: Marcus Sheridan, They Ask, You Answer We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices