How to Build a World-Class Patient Experience (and Why the Medical, Financial, and Legal Industries Suck at Service)
Lawyers, doctors, and accountants suck at service. Why is that?
The majority of people in the legal, financial, and medical field lack the client-patient experience and there are a few reasons for this.
First, there’s a great deal of education involved in getting a certified license in these industries and it doesn’t stop there as it’s constantly being updated. Secondly, there’s a certain amount of ego that comes with these professions because they have such a high level of education. The third reason is that because there’s a heavy emphasis on technical training in these professions, they lack soft skill training. Lastly, there’s a need for non-technical senior leaders. Because most, if not all, of their training and education were spent on their technical training, lawyers, doctors, and accountants are not the ones that are usually in charge of business operations.
Now, when there’s a want, you start getting compared to others. A lot of those services have good business but if you want to have a great business or go to the next level, the missing link is the people part. People want to know how much you care before how much you know.
How to Create World-Class Patient Experience
Dr. Vance Thompson, Founder of Vance Thompson Vision, describes how the Winnie the Pooh characters are a cross-section of our society. They each have their insecurities and the one reason they’ve been together all these years is because they care deeply about each other.
At Vance Thompson Vision, they look to attract caring people who want to be a part of the lives of other people in the organization.
While you’re focused on getting to know the potential employee and what they’re made of, you also need to make sure they get to know you. Three months from now it might be a deal-breaker if they didn’t know what your hot buttons are.
Vance Thompson Vision spends a fair amount of time focusing on education and leading by example. Employees are people and they have things that are “happy” and “unhappy” in them. Ultimately, the environment you create is what allows that inner greatness to come out and show itself in a way that it never has before.
Therefore, it’s important to create an environment not only in the hiring process but also in the onboarding process. Then be consistent over time and show how deeply you care about what they care about both personally and professionally.
For more information and resources on creating a world-class patient experience, check out The Customer Service Revolution podcast. If you’d like to listen, head over to Episode 048: A World-Class Patient Experience.