 |
|
| Vol.3.58 | |
A Faster Mile in Their Shoesby Vince PoscenteAuthor of The Ant and the Elephant, Invinceable Principles and The Age of Speed Pain is the fastest way to have happier clients, aligned employees and ecstatic shareholders. To learn more, let's start with a Mike Eesley (CEO of Centegra Health Systems) interview. Eesley gives the same "Put the patient's first" message in each new-hire speech. This is not your typical mantra of a bean counter. He started as a finance guy. Eesley spent all his energy on monitoring financially driven benchmarks. He landed in the ER after a horrific ski accident and endured multiple surgeries. As a patient, numbers were the last thing on his mind. "I was captive to the clinical applications," said Eesley. "All of a sudden, profit margins and debt to equity ratios weren't my priority." Eesley had a first-hand experience that instantly changed his leadership style. He learned the different ways caregivers showed up to work. Many cared about their patients. Some cared only about themselves. On the second day in hospital a nurse pre-excused the upcoming nurse Ben, as if to say, Get ready for a bad attitude. As predicted, Ben was a curmudgeon. He only talked about his problems. Eesley began to realize that some caregivers didn't put the operative word care into giving. They basically didn't have their patient's interest as a main concern. This defining moment shifted a financial driven Centegra Health Systems to patient centric operation. According to Eesley, "Today, before any initiative, we start the conversation with: What's best for the patient?" Giving yourself a mile-in-their-shoes perspective will speed up how best you can do your job and build your business. Here's another story yet painful in a different way: For the first few years of my speaking career I thought I knew what meeting professionals had to deal with. Of course it was all about me. I was the invited speaker. My only perspective was my own myopic viewpoint. My bucket of coldwater lesson happened when I organized an event. It was a surprise party for my wife's 40th birthday. The theme was a funeral (only do this if you can run faster scared than an angry spouse). She walked into the hall, was carried to the front by six pallbearers supporting a chaise lounge. Michelle heard comical and touching 'eulogies' from friends. Between each speech we watched video segments of far away friends and relatives. The party was fun for everyone except me. Four out of eleven 'eulogists' were no-shows or late. All things technological were quirky. My ears filled with the hum of attendees asking for something different than what was provided. UGH! From that point forward I had a valuable insight into a meeting planner's challenges. With this perspective I am able to deliver an empathetic service to my clients. I fully realize I am a partner in the meeting goals and the company's overall objectives. What could you do to better understand your clients without a painful ski accident or years of making up for a birthday funeral? Until next week it’s full speed ahead,
|
Email This Full Speed Ahead Article to a Friend 
|
© 2010 Vince Poscente. All Rights Reserved. |
