"At the next departmental staff meeting, I decided to say a few words. The gist of what I said was, “**If we had to compete with ad agencies for every job and this hospital was our major account that we could not afford to lose, would we do anything differently?**” From this question it was not hard to guide the discussion to conclude that **we not only compete on cost and quality, but on service**. When the staff said that an ad agency would probably come to the hospital with a legal pad of yellow paper and sit down with the client and ask all the questions, I knew we had come full circle in our thinking. By the end of the meeting **we were ready to scrap something that made our jobs easier but added work for the clients we served**." --- **Tags** -- [[quotes]], [[client-service]], [[law-firm-business]], [[customer-experience]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]