Managing Tools recently published an e-newsletter titled “Why Aren’t Doctor’s Offices Fun?” In the article, the author wonders why more doctors’ offices cannot create a more appealing environment and asks some insightful questions such as: “Why do the offices have to be so grey?
Well, of course the answer is, they don’t have to be so grey. It’s often a choice made by the doctor, and the reason this is important is because, in many cases, today’s patients are also making choices – about where they can get the best outcome, the best customer service, and the best overall experience.
Walt Disney understood from the beginning that customers have choices. When he was building Disneyland, he knew that he had to differentiate it from the typical amusement park experience of the day. “When I started on Disneyland, my wife used to say, But why do you want to build an amusement park? Theyre so dirty. I told her that was just the point–mine wouldnt be,” Walt said.
In other words, theme parks don’t have to be dirty! In fact, Walt completely ruptured the negative stereotypes of the amusement park industry, which provided the company an opportunity to clearly differentiate itself from the field. Notorious for “plussing” the customer service experience, Walt paid extraordinary attention to details.
Read the article here.
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