Tough Love: Managing Your Lab Customers to Improve Relationships and Outcomes


How should laboratories treat their clinician customers? On one hand, laboratories want to provide excellent customer service by accommodating their clinical customers’ preferences. On the other hand, laboratories need to enforce standardized processes such as proper specimen submission. This pre-recorded webinar will provide examples from other industries to illustrate how a “tough love” approach can produce high levels of process quality and clinician loyalty at the same time.

Originally published on March 12, 2019

Lecture Presenter

Brian Jackson, MD, MS

Brian Jackson, MD, MS

Medical Director, Business Development, IT, and Support Services
ARUP Laboratories
Associate Professor
University of Utah School of Medicine

Dr. Jackson directs informatics efforts at ARUP, including ARUP Consult®, charting, and software product management. He is the medical director for Business Development, Support Services and IT at ARUP and an associate professor of pathology (clinical) at the University of Utah School of Medicine. He received his BA in mathematics, his MS in medical informatics, and his MD from the University of Utah, and completed a clinical pathology residency at Dartmouth-Hitchcock Medical Center. Prior to his employment at ARUP, Dr. Jackson was a staff clinical pathologist and informaticist at Dartmouth-Hitchcock Medical Center, a product manager for a Belgium-based medical software firm, and a National Library of Medicine informatics fellow at the University of Utah. Dr. Jackson’s research interests include economic analysis of diagnostic testing, physician utilization of laboratory tests, and corporate social responsibility in healthcare. He is certified in clinical pathology by the American Board of Pathology.


After this presentation, participants will be able to:

  • Identify problems that can result from a “customer is already right” approach to laboratory services
  • Recognize the importance of cultural motivation in producing alignment between laboratories and their clinical customers
  • List techniques that can induce and reinforce desired behaviors on the part of clinical customers

Sponsored by:

University of Utah School of Medicine, Department of Pathology, and ARUP Laboratories