Best Practices (We Stole from Other Industries)

The First 90 Days of a New Surgeon: What Most Practices Get Wrong

Integrating new surgeons can be difficult, even for the most seasoned practices.  But why is that? It’s because they overlook what’s most important in those first few months. In this episode, join Matt and Vance as they share personal onboarding experience, common pitfalls, solutions, and the tools every practice should use to set up new physicians for success on their very first day.

Best Practices (We Stole from Other Industries)

Oftentimes, the best way to grow your workplace is to step outside of it. Companies like Disney, Chick-fil-A, and Apple can teach us a lot about creating a memorable customer experience. In this episode, Matt and Vance discuss what insights they’ve learned  from outside industries to elevate their internal workplace culture and offerings.

The Million-Dollar Conversation: What Surgeons Should Say When Patients Ask About Price

In healthcare, few moments are as uncomfortable—or as important—as when a patient asks, “How much is this going to cost?” Too often, providers avoid the question or deflect it, missing a critical opportunity to build trust.In this episode, Matt Jensen and Vance Thompson unpack the “million-dollar conversation” and share practical ways surgeons and their teams can approach cost conversations with clarity and confidence, along with actionable strategies to turn these moments into trust-building interactions that strengthen relationships and drive long-term loyalty.

Take it Easy: How to "Effortlessly" Build Customer Loyalty

From handwritten notes to surprise gifts, companies continue to chase the idea of creating loyal customers through “magic” moments. But research tells a different story; Loyalty doesn't come from magic. It comes from making things easy. It’s this methodology that’s made clinics like Vance Thompson Vision in Sioux Falls, SD become world-renowned. In this episode, Matt Jensen and Vance Thompson share the secret to crafting consistent, “effortless” experiences for customers, including actionable strategies you can apply to your workflow.

Designing Patient Education Seminars That Truly Work Pt. 2

Education equals empowerment. This is especially true for patients, and one of the prime reasons every clinic should consider hosting a refractive seminar. These seminars are more than a simple lecture—they’re a prime opportunity to meet patients where they are, answer questions and dispel any misinformation or concerns they might have about refractive surgery. Join Matt and Vance as they share what makes an impactful refractive seminar for patients and how it can promote your practice.