Game on: creating competitive advantages

Whether you are opening a new imaging center or trying to keep an existing center competitive, there are 3 critical factors: customer service, marketing, and a "what's next?" attitude. Customer service: Outstanding customer service is what sticks in the minds of referring physicians and patients. Not only does providing better service differentiate you from the competition, but it also boosts employee morale and motivates people to acquire new skills. Marketing: From the front office staff to the radiologists,promoting the center should be part of every employee's job description. Simply paying lip service to the concept of marketing will not cut it. A "what's next?" attitude: Complacency is a luxury that does not exist in today's competitive health care arena. Three facilities provide examples of how these factors applied to their success.