Boston Sports Medicine and Performance Group, LLC Blog

Cookies and Customer Service

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My friend at a PT clinic told me a story of her co-worker who brings in cookies for the staff and patients every Monday morning – she’s the most popular person in the clinic each Monday,  even though she also has the lowest number of patients and the greatest number of requests for referrals to other PT’s within the clinic.  Her customer service just doesn’t match her ability to make cookies and when you’re dealing with patients who have a frozen shoulder or debilitating back pain, well, customer service and patient care just means a little bit more than cookies.

So before you decide between making a batch of cookies or researching the best way to approach chronic tendonopathy, remember this:

Making cookies always goes over well at work and may even score you a few points with co-workers and your boss. But unless your customer service matches your Betty Crocker apron you’ll soon be in need of more than just cookies to win over your customers.  Because your customers, even though your cookies tasted good, know your service is salty.


Art Horne is the Coordinator of Care and Strength & Conditioning Coach for the Men’s Basketball Team at Northeastern University, Boston MA.  He can be reached at