(Bk Business) Carol Kinsey Goman Ph.D.-The Nonverbal Advantage_ Secrets and Science of Body Language at Work -Berrett-Koehler Publishers (2008)

166 The Nonverbal Advantage
The most successful
doctor/patient
relationships
are personal.
The most important factor in many potential legal cases,
besides the injury itself, is the quality of the doctor/patient
relationship. And a big part of that relationship depends on
nonverbal communication. One study found that greater
than 50 percent of 263 patients who sued their doctor claimed
they were so turned off by the doctor that they wanted to sue
him or her before the alleged event occurred!
The Ralph I referred to earlier was not a doctor. But if you
are like Ralph and think that relationships with customers
really don’t matter in your business, I’d ask you to reconsider.
I don’t know of any profession—from healthcare to high
tech—where customer relationships and body language are
not a crucial part of business success.
Regardless of the industry you work in, there are some basic
principles that apply to any profession. Look at the following