This past Saturday night, I saw my favorite country artist, Brad Paisley, in concert!
This marks the fifth time I’ve seen Brad Paisley, and I will tell you that not only have I NEVER been disappointed in his performance, but he continuously increases the value of his talents time after time. It is not only Brad Paisley’s skills as a guitar player and singer that makes his concerts an experience, but it is the visual feast of his performances that make me hungry for more!
Using media such as a floor to ceiling screen, laser lights, personally created graphics and videos, and even holograms of other performers; Brad Paisley leaves you wondering if Carrie Underwood actually just performed a duet with him, or were you witness to another play of virtual reality—which, by the way was the title of his tour: VIRTUAL REALITY!
Whatever it was that I actually saw, or thought I saw, it was the whole experience that I will remember. I will remember the way that I felt when Brad Paisley combined his talents and skills with the connection he made with me and every other “guest” in his presence that night in Tacoma, Washington! I will most definitely see him a sixth time!
As a practicing dentist or physician, or as a member of a healthcare team, do you provide an experience to your patients? ….an experience that combines your talents and skills with an opportunity to make a real connection with you? Do your patients look forward to returning to your practice because they know they will get value in return for their time and money?
Following is an “experience” I had….
“I’m not feeling well”, I said to the voice on the other end of the phone. “I need to see the doctor today.”
“What symptoms are you experiencing?” the voice asked.
“I have a fever, chills, a sore throat, and I’m achy for the third day in a row”, I answered.
I was given an appointment for that afternoon. When I arrived at the check-in desk, the woman there barely made eye-contact with me and asked why I had come in.
I explained, “I have a fever, chills, a sore throat, and I’m achy for the third day in a row.”
She directed me to have a seat, and that someone would be with me shortly. I didn’t wait too long before I was called into the back part of the office and seated in an exam room.
The assumed medical assistant or nurse asked me why I was there. I replied, “I have a fever, chills, a sore throat, and I’m achy for the third day in a row”.
After taking my temperature, blood pressure and heart rate, the medical assistant or nurse (I still didn’t know what her title or name was) told me that the doctor would be in soon. I was left alone in a very cold, sterile room. With nothing else to do, I picked up a magazine with the headline “Ideas to make this Thanksgiving something to be thankful for!” It was MAY!
Just as I was about to discover the secret ingredient to a fabulous stuffing recipe, the doctor came in. He introduced himself, even though I’d met him twice before, and then asked, “So why are you here today?” UGH!!
I had talked to no less than three people in that office before I was given audience with the doctor, and not one of them bothered to pass on to the doctor why I was there. Why did I have to keep providing the same information over and over? It was obvious that no one in this practice talked with each other. And it was becoming abundantly clear that they really didn’t care all that much about talking to me!
I don’t expect to see laser lights and holograms at my doctors office, but how about a little connection, huh? If the people on this healthcare team had any talents or skills, I didn’t see it. I was given a prescription for meds, and sent on my way. I didn’t learn their names, and I’m sure at the end of the day they weren’t going to remember mine.
Are your patients experiencing all or part of this? If so, then your practice will NEVER be profitable, your patients will NEVER refer their friends to you, and you will not be able to combat the negative elements of the new healthcare plan. Simply put—you probably won’t be practicing in the next 5 years.
Albert Einstein said: “Try not to become a man of success, rather try to become a man of value“.
VALUE!!!! Give your patients VALUE! Provide VALUE for your staff!! VALUE your staff!!
On Saturday night, I watched Brad Paisley stop playing his guitar, sign it, and hand it to a random person in the audience! Do you think that was an experience of value for that audience member? Heck yeh!
Brad Paisley said, “I know the economy has been really tough. And I know that you all have paid your hard earned money to come here tonight. That means more to me than I can tell you. So, I’m going to make sure that you get your money’s worth, and I’m going to give you a great show!”
After two opening acts, Brad Paisley performed for almost two hours Saturday night! We all got our money’s worth, and more!
The way I see it, doctors—you have to decide if you want to keep your practice healthy. If you do, then you’re going to have to inject it with a large dose of VALUE!
What are you going to do to provide your patients with VALUE?
What are you going to do to provide your patients with an EXPERIENCE that will entice them to return?
I look forward to your comments…….