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1/ Steve Jobs famously said that calligraphy affected his decisions.
I think people missed it.
This happens to a lot of us. In fact, my biz success (although mainly luck) is partially a result of a dinner at Gramercy Tavern (unrelated to medicine)
I think people missed it.
This happens to a lot of us. In fact, my biz success (although mainly luck) is partially a result of a dinner at Gramercy Tavern (unrelated to medicine)
2/ When I left, I thought: what a meal!
But next day, I could barely remember what I ate.
I mainly remembered the service, which was next level.
I could see the faces of the people that helped me easier than I could visualize the food.
But next day, I could barely remember what I ate.
I mainly remembered the service, which was next level.
I could see the faces of the people that helped me easier than I could visualize the food.
3/ And so I started thinking, maybe alot of experience is psychological & 100% of medical practices in NYC at the time had horrificly bad customer service...is there a way to hack this?
The answer was in front of me, I needed a host or a hostess.
The answer was in front of me, I needed a host or a hostess.
4/ Someone whose job is to keep a layer of happiness & positivity flowing in a situation where most people are stressed.
Also started thinking: if I thought I had cancer and went to an imaging facility, would I want to see a bunch of official sounding medical people/images?
Also started thinking: if I thought I had cancer and went to an imaging facility, would I want to see a bunch of official sounding medical people/images?
5/ Maybe some do, but most just want to be relaxed and not think about all that stuff. So I made the active decision to remove any references to pics of x-rays, MRIs, etc on the website or at the office.
No white coats. No scrubs.
The focus was simply that we care about you.
No white coats. No scrubs.
The focus was simply that we care about you.
6/ The medicine happens on the back-end. But patients don't know anything about that. All they see is the front-end.
And more amazingly, this insight had more value to me than my formal medical education ~4-5x minimum, if you count $ spent, ROI is prob 1,000x
And more amazingly, this insight had more value to me than my formal medical education ~4-5x minimum, if you count $ spent, ROI is prob 1,000x
7/ Keep on the lookout for things outside your domain that you can bring into your domain.
As of today, by the way, very few have figured this out.
The reason is simple, on the cash flow sheet, the addition of a position that is not "needed" makes numbers look bad in short run.
As of today, by the way, very few have figured this out.
The reason is simple, on the cash flow sheet, the addition of a position that is not "needed" makes numbers look bad in short run.
8/ Only reason I had the confidence to do this was that meal at Gramercy Tavern. It was proof of concept.
No one in medicine would have told me to do this (in fact people still resist).
& thx to @tomcolicchio & @dhmeyer for showing me the way!
No one in medicine would have told me to do this (in fact people still resist).
& thx to @tomcolicchio & @dhmeyer for showing me the way!
End/ you can formalize this btw by simply taking mental notes in different situations and copy/pasting them to other arenas.
For ex, does a fast return of serve in tennis have anything to do with email response times?
Maybe...infinite variety of these
For ex, does a fast return of serve in tennis have anything to do with email response times?
Maybe...infinite variety of these
