Does your practice feel a little chaotic sometimes? You’re not alone.

Each week in Calm the Chaos, I share actionable strategies, real-world stories, and simple tech solutions to help you take control and create a better experience for your patients and team.

Today we focus on adding WOW moments that turn ordinary appointments into lasting memories.

STORY TIME:

When a Small Assist Became a Big WOW

BEFORE THE FIX

A two-location family practice held steady at a 4.1 Google rating. Patients received competent care, but comments often read, “It was fine.” Nothing stood out.

THE SOLUTION

During a busy morning, an elderly patient struggled with the self-check-in kiosk. A front-desk team member left the counter, greeted her by name, and guided her through the steps. While helping, the team member learned the patient had a friendly Labrador named Daisy and was anxious about leaving her dog alone. The team member entered “Has Labrador Daisy, anxious leaving pet” into a custom WOW note field in the EHR. After the visit, the practice sent a same-day thank-you email that said:

“We loved hearing about Daisy today. Thank you for trusting us with your care.”

THE RESULTS

✓ The patient posted a 5-star review praising the kindness at check-in

✓ She referred two friends within a month

✓ Team morale improved as positive reviews mentioned staff by name

One personal touch shifted the entire patient experience.

ACTIONABLE TIPS FOR THE WEEK:

1️⃣ Greet and observe – notice if anyone hesitates at kiosks or forms, then step in.

2️⃣ Assign a “kiosk helper” – rotate the role so patients always have visible support.

3️⃣ Use an EHR WOW note field – review and update the personal detail at every visit so conversations stay fresh.

4️⃣ Send a same-day thank-you – mention that personal detail in an email or text.

5️⃣ Offer one surprise – a birthday postcard, sample pack, or quick follow-up call the next day.

Small, consistent gestures build loyalty fast.

TANIA'S TECH TIPS:

Add a WOW note field to your EHR

Most EHRs let you create a custom field. Label it “WOW note” and train team members to review and update that note at each visit if something changes. Link the field to an email template so the personal touch flows naturally into your follow-up messages. Simple, secure, and memorable.

WHAT I’M READING:

The One Thing by Gary Keller

Keller reminds us that success comes from one focused action at a time. So this week, choose one WOW touch to implement, master it, and only then move on to the next.

“Success is built sequentially; it is one thing at a time.”

SMALL CHANGES, BIG RESULTS

Keller reminds us that success comes from one focused action at a time. So this week, choose one WOW touch to implement, master it, and only then move on to the next.

“Success is built sequentially; it is one thing at a time.”

TRAIN THE TEAM

P.S. Missed my recent masterclass, "How to Hire Superstars for Your Medical Practice (and How to Keep Them)"? You can catch the replay and learn step-by-step strategies for attracting and retaining top talent. → Watch the Replay