The Tale of Two Experiences

This weekend I excitingly got away, got some fresh air, and dined out at a couple of new places. This is the tale of two experiences I had that got me thinking.

I recognize that the world is a different place, and the service industry is amid a crisis, between staff shortages and costs of goods. However, this is not a story of crisis; this is how two restaurants interacted with the group I was with and me. 

The first experience was awful. The server disappeared; they used a weird style for covering the table and did not communicate it. The kitchen broke down and skipped over our order; drinks never came. The manager made excuses for what had gone wrong as we were preparing to leave.

The second experience was terrific. There was still a wait; the kitchen was running slow. But the critical difference was someone owned our relationship, and they updated us on what was going on and were tentative to our needs.

This tale of two experiences shows how something as simple as proactive communication changes everything.

The tale of two healthcare experiences win-win or win-lose, you choose!

I cannot help to think about the relationships that typically develop between payers, employers, and innovators. The first experience I had is an example of a win-lose relationship. When someone has a poor experience, they lose. Win-lose relationships are detrimental in healthcare.

Too often in healthcare, the relationships win-lose. When someone loses, they will never perform at their true potential.

When you take the time to communicate what is going on, discuss your needs, and actively listen to what your partner says. Everyone wins. Outcomes are better, the consumer is happier, and you can accomplish and solve significant problems in collaboration.

Win-wins do not always mean a contract. After not selecting to work with someone and providing constructive feedback, just taking that moment improves the industry and drives innovation forward.

How do you create a win-win relationship?

Check out Key Performance Indicators to begin building the foundation for a win-win relationship.