Column by Michele Miller
“I’ve done everything possible to create good relationships with my clients,?? a physician announced with just a hint of smugness during one of my recent seminars. “I’ve decorated my office with marble pillars and resort-style furniture. I’ve painted the rooms soothing colors and have a Japanese fountain in the waiting room to calm the nerves. There is a variety of magazines on the coffee table that appeal to different personalities. I even have a cappuccino corner where patients can make themselves a beverage. I’ve covered all the bases. You can’t possibly add anything -- there’s nothing left.??
I let his statement hang like Air Jordan for a few ticks of the clock, then arched an eyebrow and asked, “How long do your patients have to sit in the waiting room before they’re escorted in to see you???
It was like hitting him with a two-by-four. One of the most important aspects of the patient experience, yet he was so close to it, he couldn’t see it.
Link to read the full story :
http://www.inc.com/resources/marketing/articles/20060201/miller.html
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