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.
John 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.