The 2 Sweetest Words You Can Say

We all want a better performing staff. We all want higher quality care and that can only come with great staff.

I mean we are in the “service” based industry. We require people to run our business and provide services.

There are no robots, no products to be manufactured or distributed, only services–care–that’s what we deliver. That’s what we offer.

But how do we get our employees to care?

How do we make them great?

My question to you is, “What is the culture of your clinic, your business? Do you have one?”

What would your employees say about working there?

Would they say things like…

“We are very compassionate.”

“We are very caring.”

“We are very up-lifting and encouraging.”

These 3 descriptions are essential to an environment where “care” is the product, the offering.

If the environment isn’t this way, how can you deliver this type of care to the patients seeking it.

People in pain, and suffering, need these 3 elements desperately to heal.

I believe care without these 3 things isn’t truly care at all but mere “procedures” and “treatments”.

Who wants that?

Sterile, clinical and stale.

No…Patients want care, true care.

That’s what heals, uplifts and encourages.

Do you have that?

Do you want that?

There’s nothing more powerful to creating this care-ing type of environment than words.

Words we use with our staff.

Words used with one another.

And the most powerful words you as the owner (or supervisor) can say is…

“It’s okay.”

When someone makes a mistake or, someone fails or, someone screws up,…

it’s the most powerful words you can say.

Now this isn’t black and white.

Sometimes, it’s appropriate to add some words after that. Such as,

“It’s okay. But you’ve made this mistake before so what can I do to help you from making this mistake again?”


“It’s okay. Don’t do it again?”


“It’s okay. Don’t ever do it again (Grrrgh…)”

Whatever the case, you can still respond appropriately in a way that creates a culture of compassion, caring, and encouragement.

THIS is very hard for us to do.

(I’m talking about those of us who go into healthcare.)

We are by nature…

  • very unforgiving to human incompetency.
  • very perfectionistic.
  • Anal.

(But we are also very deep thinking, giving and humanitarian.)

But if we want to be more successful in business and create a great clinic, we must change. We must work on ourselves. We must grow and evolve. Then and only then will we become great business leaders.

So start today.

Try it.

Just say those magical words the next time someone fails you…and you might just discover there’s a whole new world waiting for you.


James Ko, PT


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James Ko

I believe... "It's not the strongest practices that survive and grow, nor the most intelligent, but the ones most adaptable to change." I'm a physical therapist, private practice owner, and founder of IndeFree Association. I like reading James Patterson, Nicholas Sparks, enjoy golfing and playing guitar. I love playing with Mac and Cozy! For over 15 years, I've helped thousands of practices grow and succeed. This is my dedication.

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