When it comes to creating an incredible overall experience, Disney is a world class example. Every day thousands of families pour into their amusement parks and many folks within driving distance even buy Annual Visitor Passes (proudly displayed AVP bumper stickers are all over the place in Florida and California). Above it all, Disney also owns the experience even when it’s not their fault.
Quick example are their huge parking lots. Miles of vehicles (usually a bunch of white rental mini vans) parade into thousands of parking spaces in different lots with names like Goofy or Grumpy. Parents and children pile out of the vehicle and hop on a shuttle which carries them to the park. Many times this efficient process happens so quickly that no one in the family bothers to make a solid note of where they actually parked.
At the end of a long day only as the tired park goers are getting on the shuttle back to the parking lot, do they realize they are not exactly sure where their car is. However, even though it is not Disney’s problem, they still own it. They employ people who carefully look for desperate families who clearly have no clue where they parked. They drive multi passenger golf carts and by simply asking approximately what time, the family arrived in the morning, they can quickly find the parking lot and the vehicle.
Again, not Disney’s problem, but they still OWN IT. Dealing with patients and their families is no different. As an organization, there are tons of things that are really not your problem, but the question is: should you still own it? When you and your teams communicate with patients, take time to listen, really listen, to their concerns. If there is an easy way for you to own it for them, take the opportunity. It is better than having them discount all the good you do, based on one bad preventable experience.
