He used examples like vitamin companies leaving magnifying glasses hanging near their bottles so people could more easily read the info on labels.
He described a great story about a fellow landing at the airport tweeting a wish for a certain restaurant's steak. When the man landed, a well dressed man was standing at the gate, holding a sign up with his name on it, and a 32 oz Porterhouse steak and all the fixin's!! That's going the extra mile.
A few larger companies also manage to do "just a little bit more". Starbucks employees, (although less so than they used to, it seems) remember my name, and remember what I like to drink.
I still love going to Disney World with the kids, mainly because the service is still over and above anywhere else I can think of. I remember, fondly, telling one of the beignet makers how much my kids loved the doughnuts he was making. Minutes later, he wandered over with a fresh batch, with more powdered sugar on them than I ever thought possible!
In my "business" of medicine, this level of service sometimes isn't possible. Or is it?
What, as a doctor, can I do to make a patient's visit more palatable? What can my receptionist, nurse, manager do to help?
I need your advise!!
