Do you Put Your Customers First?

I once went for a job interview with an insurance company.  Parked right outside the front door was the biggest Mercedes Benz I have ever seen, with the legend MD stencilled above the parking space.

As I walked away from the door the Mercs gradually got smaller and smaller.  It wasn’t, needless to say, the right organisation for me.

Contrast that with the Virginia Mason cancer centre in Seattle.  They have a “patients first” approach.  Instead of patients being ushered from appointment room to surgery to waiting room and back they are seen in well appointed naturally lit rooms where the doctors and technicians come to them.  The doctors work in windowless cubicles deep inside the building.

When it was introduced some of the doctors left in disgust.  What is more interesting though is that the centre is now regarded as one of the best in the US.

I wonder what the food is like.


Image by David Villarreal Fernández

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