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Keynote speaker

Would you like to boost your sales with help of one of the greatest and well-known keynote speaker? Then check out these free marketing ideas written by a marketing guru.

Keynote speaker about medical errors and free marketing ideas. How about this one – who’s more likely to come back from a “repair shop” alive – a Toyota or a hospital patient?

Well, the odds are definitely against the patient!

I’ve been reading an interesting study.* Every year, between 44,000 and 98,000 people die in hospitals in the USA because of mistakes. Medical errors are the 8th top killer in the USA.

What’s the situation like in Slovenia? It seems that only a couple of people die due to hospital errors each year. At least we don’t usually hear of more than that. But if we simply translated the American figures to Slovenia’s two million inhabitants (the USA has a population of 300 million), we could conclude that between 293 and 653 people (hospital patients) are killed each year.

Think twice before going to the hospital next time. You’re more likely to get killed there than on the road.

Read on for free marketing ideas by keynote speaker Lisac.

Why am I saying this? The other day, a customer who hadn’t received his order (a book) on time told me off quite rudely. I admit that the mistake was ours. Later he got the book together with an apology and an extra volume. Yes, my company also makes mistakes, and far from few, too, although its boss is a marketing guru.

We can never prevent every single mistake, but when they do occur our behavior can make all the difference. Customers always forgive if we try to fix the mistake, either by apologizing or offering something in return. This way a dissatisfied customer may become one who will keep coming back. In business, making a first mistake is not as critical as repeating it, especially if we keep our behavior in check when it happens.

This, of course, doesn’t apply to hospitals. Hospitals should always try to keep mistakes at a minimum. Toyota automobile factories, for example, report 50 faulty parts per million. American car producers report a thousand. That’s why the Japanese allocate only 3% of their production budget to fixing mistakes, while Americans spend anywhere from 6% to 24% of all production costs on error correction.

Yes, it pays to make fewer mistakes. You have more satisfied customers and lower error elimination costs.

Hospitals don’t admit to making mistakes – which cuts their error elimination costs. In their case, it’s often too late to correct mistakes. Tomorrow, I’m having the tires on my wife’s Toyota Prius replaced. I’m sure the car will be just fine. Perhaps our government should invest more in reducing doctors’ mistakes instead of trying to improve road safety by introducing higher penalties.

The marketing moral to this? Make as few mistakes as possible. Create systems that will prevent them from happening. When a mistake occurs, admit it, regret it, and refund your customer even it this means paying a bit extra from your own pocket. And ensure it never happens again – at least not to the same customer. 🙂

Where did I get all this information? http://qshc.bmj.com/cgi/content/full/12/5/359

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*The Institute of Medicine made an estimate in 1999 that between 44,000 and 98,000 people die in hospitals each year due to mistakes, and that medical mistakes are the 8th top killer in the nation. In the same report, hospital errors alone have also been estimated to cost the nation $8.8 billion a year.

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