You may have heard the story about the man who was dining in an exclusive Italian restaurant in New York City. This man went out of his way to convey to the owner of the restaurant that ...
Your veal parmigiana is better
than the one I had in Italy last week!
than the one I had in Italy last week!
To which the restaurant owner replied ...
Of course it is. You see, they use
domestic cheese and ours is imported."
domestic cheese and ours is imported."
Same cheese. Different perception.
It pays to remember that a person's perception is his reality. If a patient perceives you to be unfriendly ... or often late for appointments ... it won't matter if you have a 99.9% on-time rate or that virtually everyone else thinks your a friendly sweetheart of a person. To that person you aren't friendly and you're often late, and that's exactly what he'll convey to others.
That's why it's so important for you and your staff to be on top of your game consistently --- day after day after day --- so that you can minimize those misperceptions.
Copyright 2007 by Galen Stilson
