Entrepreneurial Secrets: Create great experiences
October 2, 2017
By Jerry Bellune
Create great experiences
A friend of ours spent a recent day at our local hospital.
His doctor prescribed an outpatient procedure.
A hospital volunteer walked him to the prep floor.
The volunteer is retired from the state governor’s office.
Our friend knew many of the governors.
They chatted about the four the volunteer had worked for.
It was interesting to hear an insider’s views.
On the prep floor, our friend donned a hospital gown.
One of these days someone will invent a better garment.
Then he climbed onto a padded rolling gurney.
It was a blessing that it was comfortable.
He was going to spend most of the day on his back on it.
Four nurses came in and intoduced themselves.
He said he felt like a pampered sultan in a harem.
Nurses surrounded him, shaving him, taking his vital signs.
One put in an IV. Another brought warm blankets.
Another wheeled him to the procedure area.
There two more nurses introduced themselves.
The room was so cold you could hang meat in it.
They brought him another warm blanket.
The procedure went swiftly, over in 30 minutes.
Then he was rolled back to the preparation area.
One nurse checked on him four times an hour.
She brought him a turkey sandwich and apple juice.
They chatted about her family and her life.
Our friend is a good listener. People like to talk to him.
Too few of them get such attentive ears.
When he left the hospital that afternooon, he thought:
1. How blessed I am to live near a hospital like this.
2. How blessed I am to receive such expert medical care.
3. What a great experience the staff had made it for him.
He had been in hospitals that weren’t like that.
Then he asked himself these three questions:
1. How many of my customers feel that way about us?
2. Do they feel blessed to receive our services?
3. What can we do to make their experience better?
Are you asking yourself similar questions?
Do your clients feel blessed to have relations with you?
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