Friday, May 20, 2005

People Like Consistent Service

I've really noticed that customers like consistent service. That may sound like a stale truism, but I recently found it out about myself as a customer.

I've never thought of myself as someone who looks for consistency. My life is ever changing, and I'm always introducing new thoughts, patterns and information into my own life and the lives of others.

However, I visited my accountant before tax time a few months ago. He is a great accountant, I have total trust in him.

He was a couple of minutes late, so I was waiting in the lobby. I noticed there were a couple of people already in the conference room that we usually used. No, it was the conference room that we ALWAYS used.

My accountant came in and ushered me into a different conference room. I stood there stunned for a minute. How could he use a different conference room? I was used to the old one!

I surprised myself. It was then that I realized, if I, a change-lover, had this kind of reaction to such a small change, imagine what other people feel when they have to deal with small or big changes in service. They'll hate it.

People love consistency. That is why they'll choose a Burger King over a nice-looking family restaurant that they've never heard of, even if they hate Burger King. At least it's consistent.

Tuesday, May 17, 2005

Women Take Over Healthcare

I just realized something. With the massive movement from Western medicine to holistic health, women are taking the lead.

Holistic health practitioners are about 70% women.

Their clients are about 70% women, although more and more men are becoming clients every day.

In a way, this is the feminization of medicine. Everything about holistic health and the Eastern medical traditions (traditional Chinese medicine, ayurveda, etc.) are much more balanced with feminine and masculine styles. The Western medicine is very much a cowboy, masculine style. "Don't worry, I'll pull out my knife and cut you open and pull out that tumor! Boo-yah!"

This is an interesting phenomenon to me. What other parts of society are being feminized?