I hope this article makes sense, as I’m in the Harbour Hospital in Poole just coming around from general anaesthetic! Nothing serious… an arthroscopy on the knee. Quite a mess in there it appears but that’s another story.
I’m always talking to my team at Blue Sky about the importance of focusing on ‘how we make people feel and understanding what we cause’. This is so important and a real priority for me.
It’s all too easy to become embroiled in all the challenges that running a business presents, not least when there are multiple regulatory changes. The danger is that we can become immersed in all this, sometimes so much so, that we can lose site of the bigger picture. GDPR is a prime example which is effecting all businesses.
The financial sector is not alone in being highly regulated but there is no excuse for letting our regulatory requirements impact negatively on our end user – the client. We all have to follow processes, we all have to complete endless documentation and we all have to spend more time than we would ideally like dotting the I’s and crossing the T’s.
The healthcare sector knows this more than most. Yet here I am in the Harbour Hospital feeling very upbeat and stimulated actually, by their duty of care, their efficient way of completing important documentation and the positivity they exude whilst doing so. How are they making me feel? They are very professional, I have felt very relaxed and I have no doubt I am in safe hands. That’s exactly what us as businesses need to do, deliver confidence.
The healthcare sector has come under much criticism, not least because of their hierarchical approach. Highlighted in the book, Black Box Thinking by Mathew Syed. Yet here I am having an experience to be applauded. Everyone from the trainee to the two Louise’s (nurses), the anaesthetist Natasha and the Consultant Charles Willis Owen, delivered an A1 service with humour and efficiency.
Can we say the same about all members of our teams? Most businesses are only as good as their people!
How do you think individuals within your business make your customers feel?
At Blue Sky, the whole team is focussed on improving people’s well being, encouraging them to live the life they want… with confidence.
