At McDonald’s, the menu is displayed in clear view for everyone to see. Pictures, combos, prices, “nutritional” information so our decisions can be made before we get to the front of the line. There is some, but very little discussion about our choices and it is entered into the computer and we hope that no mistakes were made. Our total is announced and we pay our money. The transaction is complete before the “meal” arrives.
Frites or Truffle Fries?
At Chez Loufos’ (made up name of a fancy sounding place), the choices are presented on printed menus for each person at the table. Same information as on the McDonald’s menu, but without the pictures or combos. By each option, we will also see a description of the dish and where the ingredients come from. Typically, there is a lot more indecision and conversation about deciding what to eat at Chez Loufos’.
There are many comparisons we could make about these two experiences that we’ve all had:
We could discuss how we provide complicated information to our patients. We could compare the experiences of our practices to both eating establishments. We could talk about value vs cost, establishing expectations, or how we talk about money with our patients.
Are you more like Chez Loufos’ or McDonalds?
At McDonald’s, we walk in and no one speaks to us until we are at the front of the line. How long before people are greeted in your practice?
At McDonald’s there is an expectation that I already know what I want. How helpful is your team at helping people understand insurance, optical choices, types of exams, and where to go next?
At McDonald’s, it is clear that we are trying to get people through this line as fast as we can. At the Chez, we are invited to relax, take our time, ask questions, enjoy.
At McDonald’s, my charges are announced into the public area for everyone to know. At Loufos’, my charges are presented with details in a folio, so I can silently panic and decide how to make this a business expense.
If you want to be like Chez Loufos’ and are realizing that you are more McDonald’s - then please do something.
Leadership OD’s specialty is taking practices from where they are to where they want to be.