A couple of weeks ago I did a consultation with a gentleman who was interested in using Acusculpt to help reduce what he called his pot-belly. He came in with his wife, I showed him the facility, asked him the standard series of questions and then I examined him. When I touched his stomach, I found a small amount of subcutaneous fat, but mostly his abdomen was hard. I also noticed that he was slouching, and when I got him to stand up straight his pot-belly almost completely disappeared. When I saw this, I told him that he had a small amount of subcutaneous fat that certainly could be reduced, but that he was going to get a lot more mileage on his goals by correcting his posture. I referred him to someone who teaches Alexander Technique to help him correct the way he carries himself.
Every patient who comes to see me is looking to solve a problem. Superficially, those problems are almost always related to their appearance. A bride who wants her husband’s jaw to drop as she walks down the aisle is solving a different problem than a young mother looking for help losing her baby weight. That’s why I do everything I can to understand exactly why someone comes to see me.
There is a professor at Harvard Business School named Clayton M. Christensen who created an approach to product development called the “jobs to be done” theory. It states that any time a consumer buys a product, they are effectively hiring something to do a job, and understanding that job is instrumental in successful product development. Personally, I think this theory is equally applicable to patient satisfaction, and the service industry in general. If someone walks in looking for an outcome like liposuction, even if I convince them to try AcuSculpt, they won’t be satisfied with their result. Likewise, if someone wants a result like a facelift from a Mei Zen facial rejuvenation acupuncture treatment, they’re going to be disappointed.
To avoid that, during every initial consultation I take the time to understand exactly what a patient is trying to achieve. Once I understand what they're looking for, I can help them better understand how we can achieve their goal together.
For more information on the jobs to be done theory you can listen to this podcast: https://hbr.org/ideacast/2016/12/the-jobs-to-be-done-theory-of-innovation.html
Or read this article: https://hbr.org/2016/09/know-your-customers-jobs-to-be-done
If you'd like to schedule an appointment or find out more, please call or text:
206.313.1293 or click on the schedule button below.