By Maribeth Kuzmeski
Performance alone seldom gets you the number of referrals you deserve. The reality is that even when accounts are performing well, clients may still not refer to you. The real key may be simply listening just a little bit more to your clients.
In the book, Blink, by Malcolm Gladwell, a study is referenced that was done to find out why some medical surgeons never get sued.
By Maribeth Kuzmeski
How important is listening? In his best-selling book, Blink, Malcolm Gladwell shares the results of an amazing study conducted by a medical researcher to determine the likelihood of doctors being sued by their patients.
In this study, roughly half of the doctors had never been sued. The other half had been sued at least twice. The research disclosed a specific difference between the two groups: The surgeons who had never been sued spent more than three minutes longer with each patient than those who had been sued did.
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