After almost 25 years as a physical therapist, Gudrun Morgan of Corpus Christi, Texas came to the conclusion that if she wanted to improve her practice and keep her business viable she had to learn more about management.
“In 1990, I was having staff problems, organization problems and I knew that I had to find a solution if I was to stay in business. Someone called me from Sterling and told me about the management technology they delivered. It sounded good, so I asked them if they could give me the name of a client of theirs in the area so I could call them. Not only was I given two names, but both of them happened to be friends of mine! I had no idea they were using Sterling. I figured that if it was good enough for them, it was good enough for me, so I signed up.
“I remember at the first Sterling introductory seminar I attended, they gave a demonstration concerning the reception area and the overload that can occur there, and it made a lot of sense. I knew immediately that what Sterling was offering was more than motivational talk–they were offering genuine management expertise.
“Also, seeing how well-run the Sterling operation was really impressed me. I was amazed that an organization with the amount of staff that they had could run so quietly and efficiently. I had never experienced that before. Of course, I was also impressed with the personal interest that they showed in me and the way that everyone was helping me find the answers that I needed.
“In learning how to organize, I realized how disorganized my office was. I also realized the steps that I could take to correct that. What they were teaching me made a lot of sense and I could see how I could immediately apply it to make my office run more smoothly and efficiently.
“I had taken a six-week management training course earlier at a local university in my quest for a solution to my office problems. On the university course we had someone who lectured us. We were handed booklets to study and that was it. Sterling approached the problem in an entirely different manner. It was more of an individual approach than a group approach. The Sterling staff worked really hard, not only to make sure that I understood the material I was studying, but to make sure that I could apply it in my office when I went home.
“When I returned from Sterling I started implementing the management technology on a step-by-step basis. The staff took to it very well and I saw immediate results. Based on this, I decided to bring out a Sterling staff member to help train my staff so that the management technology could be implemented faster.
“The first place where I noticed a real difference was in the lessening of the amount of confusion in the office when policy became known and agreed upon by all staff. As the confusion decreased, everyone’s effectiveness improved. As a result, income went up 25% within the first two months. And before this there was a lot more stress on everyone, especially me!
“Another thing I noticed as the management technology was implemented was that I was more and more in control of the office and the staff. I became more adept at spotting a trouble spot when it first occurred and handling it while it was still small. In other words, I didn’t wait for trouble to come looking for me, I went looking for it. I learned that almost any problem can be handled with good communication and confront.
“The emotional tone scale has been a particularly valuable tool. It allows a person to spot where a patient or employee is emotionally and how to best communicate to that person effectively. The staff have had lots of wins using the tone scale and are amazed at how it is in predicting how precise a person will respond and what they will appreciate.
“I don’t think I would be in business today if I had not found Sterling. Through training in the management technology, I now run my business instead of it running me. And, thanks to Sterling, I run it very successfully!”