100 Ways to Succeed #41:

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.


Tom Peters posted this on January 17, 2005, in Success Tips.
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