Shep Hyken just featured a story about Kansas City Foot and Ankle in his national newsletter, entitled "Please Put Me Back On Hold."  Shep used the new Kansas City Foot and Ankle's message on hold as an example of turning a "pain point" with patients into a positive experience.  Here is the link to read the article: 

https://hyken.com/customer-service-strategies/please-put-me-back-on-hold/

Shep is an award-winning Keynote Speaker and World-Renowned Keynote Speaker in Customer Service & Customer Experience.  Shep has worked with the world’s best brands to help them build a culture centered around the customer. His presentations consistently get rave reviews for being engaging and informative. The National Speakers Association inducted Shep into its Hall of Fame for lifetime achievement in the professional speaking industry.