I am learning a great deal here in the hospital.
For example, I’ve observed that the health care system is a BIG machine which is easy to forgot when you are IN the system, watching the cogs o the system turn.
Huh, I suppose the staff are the cogs of the machine, making the patients the product.
That realization actually makes me feel better. I AM being efficiently processed and cared for as a product, but utterly ignored as a person.
When I came in here, looking to feel better, I assumed that I would still be a person and get the respect and empathy that I aspire to give to others.
The problem with this system, as is true of most large operations, is that the system has lost connection with the desired outcome of their ideal customer.
This system knows what it is doing, but only has the vaguest sense of why. I believe, “Helping people feel better by helping them get better” would be a good place to start.
Understanding your WHY (thank you, Simon Sinek) is the key concept.
If you feel that your organization has lost touch with your WHY, the easiest first step is to take a look at your business from a customer’s perspective and reverse engineer your customer’s needs.
Answer the question: How can I better deliver what my ideal customer wants?
At Capital Now, we have found a simple initiative that seems to help us stay connected with our WHY and the needs of our customers and that is to have someone outside operations and management do long form interviews asking our clients about the good, bad, and the ugly.
Want to see the results? We have these long form client interviews posted on our blog!
And if you’d like a template with the full set of questions that we ask, just let me know by reaching out here.
What do you recommend to stay connected with your WHY and the needs of your customer?