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    Lessons learned from Shake Shack and Danny Meyer


    This isn’t new advice. In his 1982 bestseller, ”Megatrends," author John Naisbitt dubbed healthcare a “high-tech/high-touch” environment and rightly predicted healthcare offices that created a culture of treating patients like they mattered would outperform its peers. Naisbitt predicted that the two biggest markets in the United States would be consumer technology and escape from consumer technology. Thirty-six years ago, he theorized that in a world of technology, people would long for personal, human contact. I wonder if Meyer read Naisbitt’s book?

    Meyer’s rise to success should be seen as a reminder to check the practice’s technological pulse. In an age when most offices are communicating with text messages and emails, can you really be head and shoulders’ above the competition if you teach employees to smile and make eye contact? Meyer invests in training and has made a fortune selling burgers ranging from $6.84 to $8.09. 

    Healthcare should be even more diligent about adding back genuine human contact into each patient visit. If Meyer jumped into this conversation, he would agree that a friendly “Welcome to our practice, we’ve been expecting you,” paired with a friendly look is more than just good manners —it is good business. A happy patient is a compliant patient, and a compliant patient follows your care plan and makes preventing blindness easier on both ends. 

    Donna Suter
    Donna Suter is president of Suter Consulting Group.

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