It’s dangerous to be too busy to grow and very rare that I see a client take a giant leap forward with their business.
Mostly, it’s small steps.
The last 2 days in Milan were all about that.
I was working with Adec (not to be confused with the chair manufacturer – Adec dental clinic has operated in central Milan since 1986).
On Tuesday we gathered the customer service team together and creatively deconstructed their new patient experience.
Starting at 09:00 and working through until 18:30, we looked at every single step in that patient experience, agreed marks out of 10 and discussed what would have to happen to simply move the mark 1 point forward – a 6 to a 7, a 7 to an 8 (even, in one case, a 2 to a 3).
It is unrealistic to ask “how do we get to 10” (unless you are at 9).
However, by the end of the day, we had ideas to move 1 step forwards in 6 different “places” in the patient experience.
That took us 9.5 hours of intense conversation.
The next 90-days will be about implementing those 6 small steps.
Then we will begin again.
Marginal gains – relentlessly and endlessly.
How often do you have marginal gains meetings?