King Knight News

Would you stop with the would?

The unnecessary use of the word would is one of my pet peeves.  I would disagree. I would argue… I would say…

This irritating verbal tic is incredibly common, especially among TV pundits. It sounds like they’re setting conditions.  Under some undefined set of circumstances they would agree, but we’re not quite there yet.  It seems people use it to soften statements, as if tossing would into the sentence makes the opinion less objectionable.  Most likely, people hear others saying it and mimic the habit. 

Let’s de-clutter our language, cut out the dead would.  

Bad words for claims letters

Gary Blake's article is a quick read, giving guidance on words and phrases not to use from claims letters.  Most are very common – and totally unecessary – in all kinds of business correspondence. I've always hated the "please find enclosed" line. He calls out "business-like" words that make the letter more formal and harder to understand. 


United We Drag?

Twenty-four hours after a video of United Airlines staff dragging a passenger off a plane (because it wanted the seat for a United employee) went viral, the CEO offered a poor apology. Everyone makes mistakes–all companies make mistakes.  How you apologize and fix the problem can mitigate the harm and sometimes strengthen relationships with customers.  This is a great article analyzing the CEO's response. 

Becoming a Subject Matter Expert

If you’re interested in becoming known as a subject matter expert, take some lessons from Mark Pew, Senior Vice President of PRIUM, who is profiled in this Thursday ThoughtLeader piece. Mark is a prolific speaker (392 presentations between March 2012 and January 2017) and regular media source on issues involving workers’ compensation, pharmacy management and chronic pain. He was interviewed for more than 35 articles in 2016 alone, he also writes articles for industry publications and he regularly posts original content on LinkedIn and Twitter @RxProfessor. 

I’ve worked with PRIUM since early 2012 and been in a great position to watch Mark grow in his role as “Chief Educator.” The profile lays out his journey; I’ll just note a few of Mark’s characteristics that contribute to his success as a subject matter expert for conferences and journalists. (Obviously, the first and most important step is the expert part. Mark studied the workers’ compensation industry’s pharmacy issues and developed PRIUM’s services long before hitting the speaking circuit.)

  • Makes media relations a priority.  Mark will jump through hoops to research material to prepare for an interview and meet reporters’ (often short) deadlines. After interviews, he often sends the reporters links to relevant studies, reports and other articles.
  • Dedication. I can’t count the number of times he’s spoken in California one day and on the East Coast the next.
  • Accurate and Thorough. Mark explains complicated concepts clearly and thoroughly, gaining him appreciation from journalists and high ratings from conference attendees.
  • Constantly Learning. He is always reading, talking with clinicians, state regulators and legislators and other experts.
  • Open to feedback. Mark soaks up every drop of advice on working with the media and article writing – and follows it.
  • Disciplined message. Mark came up with the concept of the RxProfessor and his original posts and presentations focus on the intersection of chronic pain and appropriate treatment. He does not deviate from the core message so when people see his name they know what to expect.
  • Driven to do the right thing.  Mark definitely wants to do the right thing for PRIUM’s clients and while pursuing that goal, he has developed empathy for injured employees who struggle with the workers’ comp system, people who suffer from chronic pain, and people who have become dependent on or addicted to opioids and other drugs. While working to correct inappropriate drug regimens, he became passionate about facilitating lifelong recovery.

Another thing that made Mark’s a subject matter expertise possible is the support of his company.  PRIUM’s president Michael Gavin is a big believer in the power of education and public relations. When Mark started speaking and writing, he was still in charge of the company’s sales and marketing. Michael absorbed these responsibilities so that Mark could focus totally on education and advocacy. 

Take a few minutes and read this article and check out Mark’s posts on LinkedIn and Twitter.  Do you have what it takes to be a subject matter expert? Let me know if I can help.  

Windham Group Selects David D. Heffner as Chief Sales Officer

Heffner brings 20 years of workers’ compensation managed care experience to the position

Manchester, NH (November 15, 2016) — Windham Group, a leading case management company focused on the return-to-work continuum, has named David D. Heffner Chief Sales Officer.  Heffner is responsible for national sales, growing and mentoring the company’s salesforce and expanding strategic workers’ compensation carrier and third-party administrator relationships.

“We are excited about having Dave on board,” said Sebastian Grasso, president and CEO of Windham Group. “His background in work comp managed care and his energetic approach make him an asset to our management team.”

Heffner brought 20 years’ of sales and marketing experience for workers’ compensation managed care companies to the position.  Most recently he served as senior vice president of One Call Care Management’s Specialty Network Division. Prior to One Call, he was the executive vice president of sales and marketing for Express Dental Services and played a strategic role in Express’ acquisition by One Call. Heffner is also the former eastern region vice president of sales for MSC (Medical Services Company).

About Windham Group

Founded in 1989 and based in Manchester, New Hampshire, Windham Group provides case management services designed to facilitate return to work. Specialists analyze the injured worker’s workplace and recommend low cost, no cost changes to the work environment, enabling employees to return to work for their original employers in their pre-injury positions. The company also provides telephonic, field and vocational case management services.  For more information, please see or call 800-898-0386.

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Media Contact:  Helen King Patterson, APR, King Knight Communications, 813-690-4787;

Link to release & photo on Business Wire: Windham Group Selects David D. Heffner as Chief Sales Officer

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