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Ask any leprechaun the secret to protecting the pot of gold at the end of the rainbow and he’ll likely say a combination of quick thinking, communication, and a bit of magic. The same is true of your practice’s pot of gold. To keep your patients happy, use all of the above to create great customer service. That was the philosophy by which Rhea Dawn Buskirk, CMM, worked when she joined the obstetric/gynecology practice of Philip A. Crooke, MD, as his office manager. However, despite working in medical offices for 23 years, the bustling Bloomington, IN, practice with a staff of five posed a customer-service challenge: The doctor often departed unexpectedly to deliver babies, leaving a waiting room full of unknowing patients.