Tuesday, April 1, 2008

Something Radiologists Could Learn from Netflix

We all make mistakes. The way we handle it after that makes all the difference. The Remiel blog nails this concept in the quote below, and goes on to recount the very graceful path Netflix took to making it right after a shipping error.
When I used to wait tables, one thing I learned early on was that a small mistake by me or the kitchen was actually an opportunity for me to make more money. Customers were routinely far more impressed with a well-handled mistake (which they actively noticed) than with trouble-free service (which they took for granted).
I'll try to keep this in mind the next time I screw up with one of my radiology customers.

(Via Daring Fireball.)

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