Aprops of nothing...

This article popped in my Google Alerts.  It was a nice little article, and I had to laugh at "...Bon Jovi... who is that?"

What Can A Medical Practice Learn From Bon Jovi?

This past summer, I had a few parents complain to me about our staff. The parents wanted to let me know that they were treated nicely by the staff, but they had noticed things from the employees that they didn’t appreciate. They mentioned that the staff seemed annoyed and irritated, even bored at times and a bit disingenuous.

I wanted to address the issue during our next employee meeting. But I didn’t know how to address it tactfully.

So for our next employee meeting, I brought up the customer service complaints. I talked about what the parents had said. I even admitted struggling with the issue of how to tell them. I told them about my experience at the Bon Jovi concert and how they had rocked it.

They looked at me and said, “… Bon Jovi… who is that?”

I said (work with me here), think of a band that you’ve liked since you were, um… less young. Now imagine going to see them rock out in concert but instead, the band got up and played a half-ass show. They just went through the motion of singing the songs, smiling, but tired. And the band’s excuse? “well, c’mon fans… this is our 200th gig; give us a break.”

I asked, “would that fly with you?” Of course not. The expectation is for the band to rock out like it was their first show. You want to see them work the crowd, dance and play like you’ve never seen them before. To you, it doesn’t matter how many times they’ve played.

It is OK to be tired, bored and wanting to go home. I’m sure Bon Jovi is tired of playing Dead or Alive too. But you would never tell. And that is the lesson I took from going to a Bon Jovi concert.

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~ Hath