I work at a lot of coffee shops. It’s not that we don’t have an office but
there is something about being in a space with music, coffee, and energy. There are always people there meeting for
business – to stop collaborate and listen.
I have done it dozens of times myself – reached out to people who have
expertise in a specific area or have started a business and can give insight
from a been there, done that perspective.
This blog is spattered with some of those stories.
My one regret is how I have managed all the information that
I have gathered in the last few years. I
take really crazy notes mostly with doodles and pictures. When people say a picture speaks a thousand
words- they are right (plus it’s easier to remember a picture). The team jokes I have an addiction to spiral
notebooks, there are about 50 in my office full of “valuable” information. While I have gotten better about giving the
algorithms to Kristal to be properly documented for evaluation, testing, and
roadmapping – there is a lot of
information that is not that square – not a number, not an equation, more
anecdotal but still important. Those
feelings that are just as important as a data point.
I once had a friend describe working for a startup and watching
the CEO of that company change in the years of its build. The story itself was not uncommon to many I
have heard before, but for some reason his words describing his perception of
the emotional state of the CEO were. Perception
of the event or process – feelings – are as important as hard data.
We are working on ways to capture those thoughts of
caregivers and nurses so that the square data can be compared to squiggly line
data – thoughts, impressions, and ideas.
Active comparison to perception vs the reality of a situation will help to
create more accurate benchmarks….just because you can be staffed to have a 10
second response time….is it necessary?
That was a hard question for me – my gut says YES of course if we can
and we should but reality is there is always a cost associated with the
movement. I almost hate to say it but in
this dynamically changing industry…. Is that worth the cost….
The balance between delivering the hospital leadership
perception of service excellence and delivering an “Always” can be two
different things.
The “Always” can be
more accurately attained if you understand the reality of the perception of the
patient – if you create an expectation and meet it. The “Always” cannot be obtained when we set
unreasonable expectations with our patients, or we fail to meet a basic level
of expectation.
Best Coffee Shops in KC for Working....
Mildreds in The CrossRoads District
Roasterie in Brookside
Latte Land in Briar Cliff
Haven't found any I love out South so open to suggestions....
