Walking from a comfortable seventy degrees inside to the ten degrees of realities that face them when stepping outside, screaming kids, stressed parents, and faculty enter and exit the building. Some of these kids may have just heard devastating news but walk with a smile on their face. My job is to develop a new way to help put a smile on the parents face. It reminded me of Steve Job's words, "Your customers dream of a happier and better life. Don't move products, Enrich lives."
In health care, we are concerned with the Triple Aim:
1. Improve Experience
2. Reduce costs
3. Improving population outcome
Here are the three things I observed while sitting in that lobby today:
1. Rich is knowing what you live for and having an abundance of it.
The currency that makes you happy is unique to you. All the money in the world may make it easier for these patients but not happier. This leads me to #2...
2. Connect before you correct.
Gain human empathy. What is at the heart and soul of your family member, colleague, customer, patient, neighbor? Find that before introducing them to what they may want/need. You change minds with the heart.
3. Reading is no substitute for experiencing.
Part of connecting is sharing in an experience which may be comfortable or uncomfortable and neither one is better. To whom much is given, much is required. I've been put in position to be able to make a difference for others and it's my duty to take full advantage. Is there an opportunity that you're not taking full advantage of?