Plan-Manage "Last Impressions-Experiences" AGGRESSIVELY
The idea here is the opposite of "no screw ups." Of course we don't want, per the above, anything to "go wrong" at the Experience Exit Stage. More important, we want something ... MEMORABLE, COMPELLING, EMOTIONAL ... to be our Planned Exit Strategy. The way, say, the Doc walks the Patient to the door (rather than pointing distractedly to the Billing Desk, while simultaneously picking up the next Patient's folder) is the Determining Factor in the Patient's Impression ... more, actually, than a good or bad diagnosis.
So ... WORK ON IT ... ASSIDUOUSLY!
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
What we're talking about
on the front page.