Jan 17 2011

As The World Learns

Are you making money


or providing healthcare?


The mission of doctors, nurses, hospitals, and all affiliated healthcare-related and therapeutic professions is to provide healthcare services. Emotional-based businesses and professions trying to sell rational doses of reassurance

The mission of all for-profit and (surprise) not-for-profit entities is to provide products, services, and ideas in exchange for money or other dollar-value products and services. Rationally-reassuring-based businesses and organizations trying to sell emotional triggers.  

And rarely if ever do “the twains” seem to meet.

Yet, each side of that two-edged coin has much to learn from the other.

They can protest ’til they’re blue in the face and spitting wooden nickles, but truth is there is barely a doctor, nurse, hospital or affiliated healthcare-related or therapeutic profession that knows the first thing about the realities of marketing.


It’s as rare as finding an 1861 three-cent piece in your pocket change that businesses have as much customer care savvy as an ICU nurse or front line physical therapist.

Oh, you say, but that’s not a fair comparison because business is business is business, and who can be worried about a customer problem after she or he has left the store, office, showroom, or work site. After all, we’re not in business to hold hands and pat heads.

Ah, but business is in business to cater to customers before, during and after (and long after) purchase because it’s the only way to grow the future. Boast all you want about your databases and efforts to serve the customer after the sale is made, but reality is that if you’re not doing something dramatically positive with past customers –and especially long after the sale– you’re missing the message!

What can you learn now from your past customers?

How? What’s holding you back?

(You had better be “holding hands”!) 


Hospitals have the whole lifelong loop covered. They are tenacious about providing fall-over services at every level, to present and past patients and families. They haven’t a clue about how to attract attention, create interest, stimulate desire, and bring about action, but they sure do know how to ensure satisfaction (maybe not with the bills and insurance tangles, but definitely one-on-one!)

Businesses need to take a page from that and appreciate that today’s customer should NEVER have  a reason for not also being tomorrow’s customer.


As the world gets smaller by time and communication transmission, we face enormously bigger and better opportunities to learn from one another.

And -yes– even hospitals and healthcare professionals with no business skills have an instinctive sense of customer momentum. Almost all of us could stand a booster shot of customer momentum as we troop through the daily grand rounds of our work sites and work stations, our staffr and employee meetings, and our customer encounters at every level. Think it. Try it. Do it. STOP studying things so much! Surprise yourself! 

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302.933.0116 or Hal@BusinessWorks.US

Thanks for visiting. Go for your goals! God Bless You.

“The price of freedom is eternal vigilance!” [Thomas Jefferson]

Make today a GREAT day for someone! 

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Dec 06 2010

Walk The Talk!

Follow, deliver, be urgent


and reckless


hardly sounds like a


success formula, but 


. . . NOTHING in business is more telling about the character and integrity of an individual or organization than the honoring (or not) of commitments.


  1. Consistent follow-through and follow-up

  2. Delivery of what’s promised when it’s promised

  3. An all-pervasive sense of urgency, and 

  4. The reckless pursuit of customer delight

. . . are the marks of true business leadership.


Underpinning those magical business attitudes are respect for others, and a mission to maintain quality and value at every turn.

Besides –that all by themselves– those qualities make for explosively productive marketing and branding programs, regardless of the nature of the business or the goods or services offered.

Humans buy benefits first, attitude of the provider or supplier second, and product or service features a distant third.


Who knew? Not most business owners (who continually insist on marketing features first, and who routinely dismiss attitude issues as ones that impact the bottom line, and that they have little or no control over).

In fact, benefits and attitude offered are the engines that drive the bottom line. They are also largely a matter of choice. Attitude is 100% choice. If product or service benefits are limited, it’s because someone at some point didn’t recognize or flex that 100% choice muscle in the process or decision making about what to offer customers. But choosing a corrected attitude can upgrade the benefits.   

The only problem is that I can just barely think of slightly more than a handful of businesses in my lifetime that actually deliver consistent follow-through and follow-up, delivery of what’s promised when it’s promised, an all-pervasive sense of urgency, and the reckless pursuit of customer delight.


What happens when you put these four yardsticks up against the ways you think and the ways your organization is doing business right now? How do you and your business measure up?

Are your weakest-link areas ones you can correct/adjust/improve or boost on your own, or will you do better to enlist outside help? How big of an issue are the expenses associated with getting expert input? What’s your opportunity loss?

You could well be, for example, losing more dollars worth of business opportunities right now because your and your business’s emphasis are on the least productive points (like marketing features?) which could easily be costing you more than to bring in a professional specialist who can help you stop the trickle before it becomes a flood.

If you go this direction, be careful about who you choose to step in. Make sure that that team or group or individual exemplifies the four points identified above. Yes, there are plenty of earnest and capable individuals (especially) out there who can deliver the results you seek. Do due diligence. Ask for references and ask references for references. Use your gut instincts.



302.933.0116 or Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

One response so far

Jul 15 2009


Snap your suspenders too hard,


and your pants’ll fall down!


     Every minute of every hour of every day, human beings are making mistakes. Many of these happen at work. The workplace sometimes seems to breed screw-ups! Have you noticed a few in your life? Just here and there of course.

     Well, you may say as you sit back and snap your suspenders, “Ya win some, ya lose some, and some get rained out, but there’s always another ballgame!” Yup. And there’s always another screw-up!

     Now, let’s talk “mistake” vs. “person” for a minute. Either and/or both can be legitimately referred to as “screw-ups,” so it’s often the situation that technically dictates what we mean by the term.

     Oh, right, people we might designate as “screw-ups” are probably the most likely ones to commit the evil errors that cost them their reputations, but so what? In the end, when the deed is done, and damage assessments are rolling in, what’s the difference who did what to whom?

     Getting squared away, you say, returning to normal (whatever that is) is what really matters. That’s certainly a bell-ringer statement, but guess what? It DOES make a difference who did what to whom because knowing the answer sets the table for everyone else to learn something important.

     The standard screw-up who screws up sweeps (shovels?) the screw-up under the rug, slinks off into dark shadows and –once convinced of escaping unscathed– whistles her or his way to lunch hour or the time clock or into commuter rush hour.

     Hmmm, ever see anyone whistling in standstill traffic? Figure it could only mean a screw-up has taken place (or perchance some other type of event has occurred that we shy away from discussing here since loving grandchildren sometimes visit!).  

     Well, here’s the bottom line: Screw-ups are a good thing if they are part of a genuine effort to advance your business, if they can be learned from, AND if the circumstances can be openly shared with everyone else in your business!

     Hey, no way! Sounds nice, says you, still suspender-snapping away, but people don’t own up to mistakes. Well, if that’s the conduct code in your business, you may be actively investing in your own demise as screw-ups get bigger, have greater impact, and are more surreptitiously dispensed with.

     When’s the last time you got away with something you shouldn’t have? Do you really want your business mission wrapped around sneakiness?

I hope that wasn’t you that just tip-toe away from your screen?


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Hal@Businessworks.US or 302.933.0116

“The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Thanks for visiting. Go for your goals. God Bless You.

Make today a GREAT day for someone! 

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