As people share more via social media, they have access to more opinions from the people they trust about the products and services they use. This makes it easier to discover the best products, and improve the quality and efficiency of their lives.
Businesses will be rewarded for building better products - ones that are personalized and designed around people. We have found products that are “social by design” to be more engaging. ~ Mark Zuckerberg, CEO, Facebook
End of the Diva
Is your practice “built around people”? In “The End of the Diva Paradox”, Seth Godin starts by saying,
Great surgeons don’t need to be respectful or have a talented, kind or alert front desk staff. They’re great at the surgery part, and you’re not here for the service, you’re here to get well (if you believe that the surgery part is what matters). In fact, gruffness might be a clue to their skill for some.
However, Godin goes on to qualify his statement by saying,
I think that’s changing, possibly forever, for a bunch of reasons:
- As a result, customers quickly become aware of what a raw deal they’re getting from this supposedly gifted individual.
- It’s so much easier to deliver better service (Dr. Diva, please send me an email of you’re running late! ) that we’re far less forgiving.
- Since just about any intelligent and caring person can use technology and a bit of humility to deliver better service (see above) we start to wonder whether that diva provider actually is intelligent and caring. And if he isn’t, it doesn’t really matter if he has some sort of skill, because uncaring hands are worth avoiding.
Social by Design
There is a lot to learn from the social media success of the grocery store, Publix, “where shopping is a pleasure.” This mantra has driven this chain of stores’ business and customer service for decades based on the principles of founder George Jenkins.