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Item Upon - In Your Best Interest
If hard work were such a wonderful thing, surely the rich would have kept it all to themselves- Lane KirklandAs you no doubt already know, working from home is the growing choice and dream of many. Suffice to say that working from home has been fuelled by the exponential growth of opportunities offered via the internet. This single phenomenon is changing the face of how we work forever! Internet marketing has been long in coming! It is the new rush for gold in the 21st century and it is available to those who recognise it and will cease the opportunity. It’s
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 persis
Most people considering CeMAP training are looking at the CeMAP qualification as the key to a new career in the mortgage industry. With this in mind, it is vital to understand the state of the mortgage industry and career prospects in the industry once the CeMAP training is completed. A recent article in the trade magazine Mortgage Introducer explores this subject.For those looking at CeMAP training the news is good as nearly two thirds of Building Society CEO’s think that building society mortgage lending will increase in 2007 when compared with the 2006 fi
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 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
--------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------
Find a point of friction where your customers or colleagues get upset. Choose a tension point that has persist
Have you ever wondered, while interviewing a candidate, how will you suspend your own personal biases during the interview? Well, if you have, you might want to read on and learn how to do just that.Behavioral interviewing is a relatively new mode of job interviewing. Employers such as AT&T and Accenture (formerly Andersen Consulting) have been using behavioral interviewing for 15 years, and because increasing numbers of employers are using behavior-based methods to screen job candidates, understanding how to excel in this interview environment is becoming
(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 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
--------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------
Find a point of friction where your customers or colleagues get upset. Choose a tension point that has persis
You don’t need to go to graduate school. This is true. You’ve got your college degree and this will help you maintain a roomy house in a nice neighborhood. But what will a graduate degree do for you?First, there is a little more money. Lifetime earnings average $234,000 more than an individual with just a bachelor’s degree. But if you got a doctorate, then increase the amount by $504,000 above the master’s level. Doctoral education along with the apprenticeship work can take 10 years or longer. And the 10 years are some of the most grueling work you’l
‘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 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
--------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------
Find a point of friction where your customers or colleagues get upset. Choose a tension point that has persis
Job loss can be extremely painful because we have to start over and create a new identity. Clients tell me their feelings are similar to what they experienced during a bitter divorce -- a special form of the midlife crisis.Losing a career or business can also be a source of grief, anger and frustration. Starting a new business is an end as well as a beginnig. You may feel as though you are getting a divorce after a twenty-year marriage. Here's why.1. Sometimes the career leaves you. The field wants "younger people." Or you have to change in
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
--------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------
Find a point of friction where your customers or colleagues get upset. Choose a tension point that has persis
A problem most freelance translators are facing with is how to receive payment. In particular: How to receive payment for small jobs. Many translation agencies are reluctant to pay small fees via wire transfer due to the transaction fees; often they will send you a check instead. And I suppose I don’t have to tell you: The banks charge an enormous commission when you come and want to cash in your check.Then along came PayPal …Basically PayPal lets you send and receive payment over the Internet. It bases its service on the existing bank and credit
That’s a ‘win-win-win’ for everyone.
Key Learning Point
--------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------
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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