KSB Hospital Meets Harley-Davidson Motorcycles

I spent Sunday through Tuesday in Milwaukee with my Vistage CEO Group. Part of the experience was a tour of the Harley-Davidson Museum.

Whatever is the opposite of a gear head pretty much defines me. I don’t know one end of a wrench from the other, and have never driven a motorcycle in my life, although I have taken x-rays of MANY riders when things didn’t go well.

I wasn’t exactly looking forward to the Harley tour.

Boy was I wrong. And the reason I was wrong was John.

John was our tour guide, and if one were to visit Central Casting and pick out a tour guide for a Harley Museum, that person would pick John.

MilwaukeeJohn reminded me that people enjoy enthusiasm. He reminded me that passion around the work we do is infectious. John reminded me that some of the best brands in the world have teetered on the brink of collapse. Harley would have went bankrupt if not for World War II. They sold to ATF only to buy their company back after a failed merger.

Harley-Davidson motorcycles have the strongest brand loyalty of any product in the world, trumping Apple, Nike and Amazon.

They sell motorcycles… but people buy the culture.

What does all of this have to do with KSB?

People come to us to live longer, feel better, receive world-class healthcare services close to home.

But what they are really coming to us for is our attention. They want us to listen, they want us to empathize and sympathize.

And they want us to care.

Let’s make sure with every encounter that we do just that in a bold way, and every opportunity we have to impact someone’s life begins with our heart. Be intentional in showing each patient they have a trusted partner with their health.

In healthcare the people that care the most win. Do that.

  • Jay Sharman
    Posted at 22:33h, 24 September Reply

    Great post dave. It’s amazing the impact one staff member can have on so many people. John is a reminder of how passion in your work can have a ripple effect in ways you can’t calculate.

  • Richard J. Rogers
    Posted at 10:21h, 25 September Reply

    Dave, that was an excellent post and as a citizen of Milwaukee, I have witnessed the infectious nature of Harley employees and customers, to which you refer. I think KSB does an admirable job of carrying that enthusiasm to KSB “customers”. With a similar focus, KSB will continue to have enthusiastic customers around the region. Keep up the great work.

  • Bob Berk
    Posted at 17:26h, 25 September Reply

    Dave, I drive to Dixon once a month to work with your team. Speakers come from all over the country to work with your leadership. We all leave Dixon feeling the same way you felt leaving Milwaukee. You are right! They don’t sell motorcycles. They sell being “a HOG”. You are “selling” devotion to the community you serve. Great institutions continue to survive, thrive and change!

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