Midland Memorial Hospital in Midland, Texas had built a $165 million state-of-the-art medical tower, but patient satisfaction was only at 1 percent. Per the Chief Operating Officer, Bob Dent, in a Washington Post article, the missing ingredient was empathy.
Midland Memorial Hospital decided to correct the problem. They invested in training, in practicing servant leadership, and in giving staff more authority.
The result was remarkable! Over time, their patient satisfaction rose from 1% to 90%.
The Psalmist wrote in Psalm 69:20, “Reproach has broken my heart and I am so sick. And I looked for sympathy, but there was none, and for comforters, but I found none.”
In many industries, customers are looking for someone who cares. Show concern for your customers and their loyalty will richly reward you.
