"Many managers assume that if they don’t get many complaints they are doing fine-and that if they focus on complaints, they will be dealing with the issues that matter most to patients. This comes from the process mind-set, where a process is working well if there are no complaints. **But for perceptions, focusing on complaints does little, if anything, to improve overall patient loyalty**." --- **Tags** -- [[quotes]], [[client-service]], [[customer-experience]], [[law-firm-business]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]