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Answer Upon - In Your Best Interest
The first and formal adoption of the world Brahman originated with the inception of the American Brahman Breeders Association (ABBA) in 1924. Cattlemen attending their organizational meeting wrestled with the question of what to name this American Bos Indicus breed that Mr JW Startwelle called “… an entirely new breed of beef cattle”. Mr Startwelle, however the first Secretary of ABBA and early driving force of their association, was indeed historically instrumental, when he suggested the word Brahman.The Early History in Southern Africa:The introdu
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of
(1) Make use of the word "Fast" or "Quick" in your ad. We all want quick results, fast delivery, quick customer services, fast shipping, etc. Why is that? The reason is simple ==> "Time Is Money!"The faster your service or result in using your product is, the more satisfied will be your customers.For example: "Our Product Delivers Quick Results!" or "Fast Delivery For All Customers."(2) Make use of the word "Guarantee" in your ad. This is a proven word that every marketer should use. It is THAT important for this rea
First, doctors sent their patients to the laboratory for tests. After the tests, patients asked the laboratory technicians for results.
When technicians shared the test results, patients often got upset. When patients got upset, doctors got upset. Doctors preferred to explain test results to their patients personally and offer next steps for treatment.
But if technicians did not give patients their test results immediately, patients complained that information was being withheld and claimed the laboratory technicians were unhelpful.
The situation was clearly lose-lose-lose: patients, doctors and laboratory technicians – everyone got upset.
(Does this ever happen in your organization? Do your customers ever become frustrated, angry or confused? Do your staff get upset when your customers are upset? Does your brand image suffer, too? Are there ‘lose-lose-lose’ situations lurking in your business?)
The medical group asked me for help. I diagnosed the situation as a case of ‘unmanaged customer expectations’. If you were a patient, wouldn’t you want to know your test results right away?
If you were a doctor, wouldn’t you be upset if your patient knew the results before you did? If you were a technician, wouldn’t you feel caught in the middle?
We solved this problem with a simple but powerful system called ‘In Your Best Interest’.
When doctors order lab tests, they use a printed checklist to indicate which procedures are required. At the top of the checklist, in bold letters, is now printed this statement:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of t
Stay in business long enough and you’ll most likely develop friendships with some of your employees. Maybe not a close friendship but one that gives you and them a comfort zone that differs from when they were first hired. As more trust is built or gained through ongoing working relations, usually everyone lowers their guard a bit and begins to settle into a “working relationship”.It’s not an uncommon practice or unusual expectation to offer a key to your Office Manager or a key personal assistant (no pun intended). In fact, I’ve found it to be quite norm
The situation was clearly lose-lose-lose: patients, doctors and laboratory technicians – everyone got upset.
(Does this ever happen in your organization? Do your customers ever become frustrated, angry or confused? Do your staff get upset when your customers are upset? Does your brand image suffer, too? Are there ‘lose-lose-lose’ situations lurking in your business?)
The medical group asked me for help. I diagnosed the situation as a case of ‘unmanaged customer expectations’. If you were a patient, wouldn’t you want to know your test results right away?
If you were a doctor, wouldn’t you be upset if your patient knew the results before you did? If you were a technician, wouldn’t you feel caught in the middle?
We solved this problem with a simple but powerful system called ‘In Your Best Interest’.
When doctors order lab tests, they use a printed checklist to indicate which procedures are required. At the top of the checklist, in bold letters, is now printed this statement:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of
Bookkeeping is a name given to the task that is undertaken to maintain records of the transactions that are done on a daily basis. Any type of business, whether it is large scale, medium scale or small scale, will not be successful if small things like bookkeeping records are not maintained properly. All these may appear to be small and trivial to some people, but business owners know that this is an important aspect of their business and must be handled carefully by experts. Bookkeeping services provided by several firms can help business to run smoothly by taking
The medical group asked me for help. I diagnosed the situation as a case of ‘unmanaged customer expectations’. If you were a patient, wouldn’t you want to know your test results right away?
If you were a doctor, wouldn’t you be upset if your patient knew the results before you did? If you were a technician, wouldn’t you feel caught in the middle?
We solved this problem with a simple but powerful system called ‘In Your Best Interest’.
When doctors order lab tests, they use a printed checklist to indicate which procedures are required. At the top of the checklist, in bold letters, is now printed this statement:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of
Whistleblowing as we know it is not a development of the late 20th century. The council of the city-state of Venice instituted a form of whistleblowing to help fight corruption and to give citizens a more meaningful voice in their government.Employees or franchisees do come across acts of dishonesty, fraud, corruption, theft, and transactions in prohibited goods, violence, and damage to property or plain unethical behaviour. If such activity is reported, undesirable repercussions can be avoided.Illegal, Immoral or illegitimate practices ranging from u
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
Many doctors now read this statement to their patients. Many patients read the statement themselves. Most patients understand the message, but many are so nervous about their upcoming tests, they don’t pay attention.
In the waiting room of the laboratory, a large poster now hangs on the wall. In bold letters the poster reads:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of
There are many times in the career of a marketing person where this issue will come up - which agency should I use? From the perspective of the advertising agency or the marketing agency, the answer is simple, "Use us!"The client is usually pressured from many quarters, among which are the pressure to deliver results, the watching eyes of everyone anxious to see a "great advertisement" and of course, the pressures from various Account Executives and Account Directors to make the big decisionThere are many resources available that discuss various crite
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
All patients can see the sign, and many understand the message. But some are so anxious about their upcoming tests, they still don’t pay attention.
After the tests are done, a small percentage of patients still ask laboratory technicians for an immediate explanation of the results. For those few, the lab technicians have been trained to say one simple sentence in a compassionate and caring manner:
‘IN YOUR BEST INTEREST, all laboratory results will be sent to your doctor who will explain them to you personally and discuss the most appropriate treatment.’
By this time, everyone pays attention. Patients wait to see their doctors. Doctors can fully inform their patients. And laboratory technicians can do their job compassionately without getting caught in the middle.
That’s a ‘win-win-win’ for everyone.
Key Learning Point
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Customers may become confused or frustrated by your policies and procedures. This is especially common in large organizations. But it’s not productive to blame your customers or your colleagues – that only makes things worse.
What is effective is to resolve the situation permanently by improving the clarity and consistency of your communications.
Action Steps
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Find a point of friction where your customers or colleagues get upset. Choose a tension point that has persisted for many months. Do people complain about your applications and procedures? Are your policies hard to understand? Is your guarantee confusing? Have your systems grown slowly out-of-date?
There may be good reasons why your policies and procedures were created. But the explanation may be missing today or the reason may no longer apply. In either case, you can improve the situation dramatically by enhancing your communications, streamlining the procedure or changing the policy itself.
It makes good sense to fix whatever you can, whenever you can. After all, ‘win-win-win’ is also in your best interest.
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