1815 S. Clinton Ave Suite 405
Rochester, NY 14618
NOTICE:
Our Practice has MOVED
Our new location is:
Suite 405
1815 South Clinton Ave
Rochester, NY, 14618.
The NEW phone number is 585-565-3500
Our Practice has MOVED
Our new location is:
Suite 405
1815 South Clinton Ave
Rochester, NY, 14618.
The NEW phone number is 585-565-3500
For appointments call
585.565.3500
Fax Number:
585.434.4081
585.565.3500
Fax Number:
585.434.4081
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"!
*POST EDITED BY DR. TOMAINO.
*POST EDITED BY DR. TOMAINO.
*POST EDITED BY DR. TOMAINO.
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