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Actual for You - In Your Best Interest
The young production manager speaks enthusiastically to the top management team. He has just returned to the plant after attending an inspiring seminar and now he is convinced that they need to do something."We should implement Lean Production and TPM in our plant", he says. "This will make our production more reliable and increase our delivery accuracy".The MD is paying attention but is not yet convinced. He wants to put the ideas to a test."Looks interesting", he says, "Please come back with a good calculation of the Return on Investment so t
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you persona
There are many nursing programs available for those of you who would like to establish a career in nursing. First of all, you should ask yourself what type of nursing you want to do. There are many specialties and settings to list but here are some. Hospitals employ the greatest number of nurses and they offer them a variety of positions. A nurse has the right to chose one specific area or float throughout the house. Apart from the hospitals, nurses can find proper employment opportunities in many outpatient facilities, day surgery centers, physicians' offices and
First, doctors sent their patients to the laboratory for tests. After the tests, patients asked the laboratory technicians for results.
When technicians shared the test results, patients often got upset. When patients got upset, doctors got upset. Doctors preferred to explain test results to their patients personally and offer next steps for treatment.
But if technicians did not give patients their test results immediately, patients complained that information was being withheld and claimed the laboratory technicians were unhelpful.
The situation was clearly lose-lose-lose: patients, doctors and laboratory technicians – everyone got upset.
(Does this ever happen in your organization? Do your customers ever become frustrated, angry or confused? Do your staff get upset when your customers are upset? Does your brand image suffer, too? Are there ‘lose-lose-lose’ situations lurking in your business?)
The medical group asked me for help. I diagnosed the situation as a case of ‘unmanaged customer expectations’. If you were a patient, wouldn’t you want to know your test results right away?
If you were a doctor, wouldn’t you be upset if your patient knew the results before you did? If you were a technician, wouldn’t you feel caught in the middle?
We solved this problem with a simple but powerful system called ‘In Your Best Interest’.
When doctors order lab tests, they use a printed checklist to indicate which procedures are required. At the top of the checklist, in bold letters, is now printed this statement:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personal
Yellow Pages advertising is one of the most popular forms of advertising in the country today. Almost every home in America (96.9%) and business has at least one copy of "the book".Almost three out of five (58%) of all adults say they check the Yellow Pages for a phone number and/or address at least once per week, with 77% using the book monthly.While the Yellow Pages are an excellent reference tool, they fare less well when considered as an advertising medium. People use the Yellow Pages to look for a familiar name. If your other advertisin
The situation was clearly lose-lose-lose: patients, doctors and laboratory technicians – everyone got upset.
(Does this ever happen in your organization? Do your customers ever become frustrated, angry or confused? Do your staff get upset when your customers are upset? Does your brand image suffer, too? Are there ‘lose-lose-lose’ situations lurking in your business?)
The medical group asked me for help. I diagnosed the situation as a case of ‘unmanaged customer expectations’. If you were a patient, wouldn’t you want to know your test results right away?
If you were a doctor, wouldn’t you be upset if your patient knew the results before you did? If you were a technician, wouldn’t you feel caught in the middle?
We solved this problem with a simple but powerful system called ‘In Your Best Interest’.
When doctors order lab tests, they use a printed checklist to indicate which procedures are required. At the top of the checklist, in bold letters, is now printed this statement:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you persona
Running a business gets so demanding, that we often can't see the wood for the trees. We become preoccupied with ensuring that everything in the business works the way it is supposed to. In other words, we spend most of our time working in the business.The problem with this operational focus is that it is easy to lose sight of what could be done in the business to make it run better. The business will only prosper in the long term if you devote a lot of attention to improving how the business works and increasing its capacity.Spending a lot o
If you were a doctor, wouldn’t you be upset if your patient knew the results before you did? If you were a technician, wouldn’t you feel caught in the middle?
We solved this problem with a simple but powerful system called ‘In Your Best Interest’.
When doctors order lab tests, they use a printed checklist to indicate which procedures are required. At the top of the checklist, in bold letters, is now printed this statement:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you persona
After all of the late nights concepting, all of the arguing with your Art Director and your Associate Creative Directors, your Creative Directors and all of the account people and the media people and the head of the agency, and the fellas who vacuum the conference rooms late at night, the great news is you sold a television commercial!The bad news is... it reeks. And you know it.But chin up...because while you may have sold a piece of you know what...you don't have to deliver it that way...at least not without a fight.Listen, clients could car
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you persona
There is a growing need for more Chair Yoga teachers. Education about the mental and physical benefits of Yoga has spread like “wild fire” in the past couple of decades; but what about the needs of those who are not so young and limber? In some parts of the world, the number of seniors will outweigh the working population. Italy, the United States, and the rest of Europe, will see senior populations grow rapidly.Within the United States, every seven seconds, someone turns 50 years of age. In 20 years, the number of people over 65 is projected to be over
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
By this time, everyone pays attention. Patients wait to see their doctors. Doctors can fully inform their patients. And laboratory technicians can do their job compassionately without getting caught in the middle.
That’s a ‘win-win-win’ for everyone.
Key Learning Point
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Customers may become confused or frustrated by your policies and procedures. This is especially common in large organizations. But it’s not productive to blame your customers or your colleagues – that only makes things worse.
What is effective is to resolve the situation permanently by improving the clarity and consistency of your communications.
Action Steps
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Find a point of friction where your customers or colleagues get upset. Choose a tension point that has persisted for many months. Do people complain about your applications and procedures? Are your policies hard to understand? Is your guarantee confusing? Have your systems grown slowly out-of-date?
There may be good reasons why your policies and procedures were created. But the explanation may be missing today or the reason may no longer apply. In either case, you can improve the situation dramatically by enhancing your communications, streamlining the procedure or changing the policy itself.
It makes good sense to fix whatever you can, whenever you can. After all, ‘win-win-win’ is also in your best interest.
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