"Whenever a department would come to me or someone in our department for “marketing ideas,” **they usually meant ideas for advertising and promoting what they had**. I, on the other hand, **wanted to understand how the service was designed and delivered, how that compared to what the competition was doing, and what the physician or patient would expect**. "It seemed to me that **if a service was sub-par or outdated or frustrating, we should consider redesigning the service before promoting it**. I believed that the worst thing you can do for a poorly delivered service is to get more physicians or patients to try it and find out how bad it is." --- **Tags** -- [[quotes]], [[marketing-vs-sales]], [[marketing]], [[sales]], [[product-management]], [[client-service]], [[law-firm-business]], [[growth]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]