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1815 South Clinton Ave
Rochester, NY, 14618.

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Tomaino Arm Care Network

Dr. Tomaino's Blog

Look Beyond the Window

May 2nd, 2009
Window dressing may provide a compelling snapshot of the offering available before you open the door and walk inside the store. All too often, unfortunately, what you see is not what you get.

When I was in Business School we studied "Volkswagon". Brands are often differentiated by elements of luxury--nicer leather, paint and, some visible interior accessories. Price varies based on these niceties. The platform, however--everything the customer cannot see, may be the same! Perceived value may increase based on what the customer can see--even though what really matters in terms of each car brand's performance--the platform-- is the same.

Looking inside a car window and admiring the look of the dashboard is not unlike looking at the display window of a retail store----or website, for that matter. We consciously, or unconsciously make assumptions about value and performance based on what is visible at first glance. Not until we "take the car for a test drive" do we truly have an opportunity to assess the value proposition. We may love the drive and want to pay more for one brand's fancy leather---or we may not like the drive despite the allure of the interior. It may leave us underwhelmed. We may even look at another car manufacturer to find what we view as an ideal fit.

The "purchase" we make, and our satisfaction therewith, may, arguably, have less to do with the substance of what we buy, and more to do with the experience. Was the salesperson really attentive? Was I listened to? If I had lingering questions before or after my purchase, were they accessible? And sometimes we may not like the product we purchased, but at least the "buying experience" was pleasant enough.

I recently flew out of Buffalo's airport and was struck by how friendly and attentive everone was. By contrast, at many airports I have become accustomed to "staff" looking through me--faling to engage--as if I was just a number, and they were just dispassionatley getting through their day.

Websites for medical practices--and there are thousands, if not hundreds of thousands--are "display cases". We assess the offering and develop impressions and expectations. Some are amazing and glitzy, others are cookie-cutter, and others are unique in their own way.

Regardless, we may be surprised with what we actually find when "we walk in the store." The "window dressing" may not accurately capture the essence of the offering--either product or service.

What really resonates is when we find more than what we expected--value, authenticity, accessibility, quality, affability, responsiveness. It's like the prize at the bottom of the Cracker Jack box!!

That's what I found in the Buffalo airport.That's what the Corner Deli that has been around forever (having survived the dominance of Wegman's) offers.That's why you may go to the same tailor year after year.

And that's hopefully what you find with your Doctor. Despite all the changes in medicine over the years---you deserve to feel as though you really matter.

That's what we strive to provide at Tomaino Orthopaedic Care. And when we come up short, we want to hear about it. Though we try to do our best, if we fall short, we can only "do better" if we benefit from your feedback. And if you decide ever to "shop elsewhere", just remember to look "beyond the window"!






"you deserve to feel as though you matter". These words should be written in stone. I left your office Friday wanting to weep. For the very first time, someone heard me. Someone looked me in the eyes when they spoke to me and took the time to listen. No hand on the door knob ready to walk out of the room in two minutes mentality. You set the bar to much higher standards. Your ability to comfort is like none I have seen. I feel blessed to be in your care.

May 3rd, 2009 @ 1:07 am
maryann mazzaferro

I can only ditto this reply made by Donna. the time to listen, to make a patient feel like their comfort is your sole concern, and with all the compassion and attentiveness that goes along with each visit. The high standards that you set dr. Tomaino are truly one of a kind. And again, your ability to comfort is so unique to your practice. how many times did my husband say " She's so much better after her visit in rochester"!!! he calms her down and her fears. As in the first reponse, to be in Dr. Tomaino's care is a blessing.

May 6th, 2009 @ 2:00 pm



August 15th, 2009 @ 1:53 pm

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