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No matter what you think about plugging your car into an electrical outlet at the end of the day, Tesla is changing the automobile industry in incredible ways. If you have not been to a Tesla dealership, stop by. You will generally find one in a non-traditional spot: inside a mall for example. The approach of their sales people is more like going to an Apple store than a car dealership. No pressure. Completely informative. They are there to answer any questions you may have. If you know anyone who has bought a Tesla, their service is even more impressive. Ninety percent of any issues can be diagnosed in your garage. They will send a mobile repair unit and a technician to you and if they can’t fix it, they bring the loaner Tesla to you and haul your vehicle back to their service center. Maybe it’s because they view themselves as a technology company more than a car company, but they are thinking differently and are unique compared to their competitors. Quick gut check, is your organization evolving when it comes to patient care or are you hoping the traditional approach will continue to carry you. It is always good to look outside healthcare to get ideas on how we can improve. Companies, like Apple, Chick-fil-A, Amazon, Zappos, Uber and others have completely changed their industries in both customer service and experience. As an industry, healthcare organizations need to evolve as well. Some are having proactive conversations and making some real changes. Patients and their families see and feel the difference. They realize sooner or later there will be a Tesla-type approach in healthcare. It is a choice to either lead the change or be stuck following it.
