Wednesday, 8 June 2016

Why the process matters.

Recently I have discovered two pieces of glass logged in my thumb.

We will examine how they got in there, my thoughts and feelings about it after realizing the procedure that has to be done, and of course we will tie it into business.

Six years ago the Stanley Cup finals in Vancouver was a big milestone for the Vancouver Canucks. The streets where filled with festivities. I was 24 years old walking through the city with my girlfriend and one of my best friends who was visiting from Israel.

We came across a group of what seemed to be a younger crowd of 8 guys. Belligerently scrutinizing my girlfriend, I stood up to defend her like a chivalries knight would defend a princess.

It was a simultaneous attack from two fronts left me by myself searching for a way out. To my surprise a store front glass came crushing down when my assailant came to strike me. Standing their amidst the chaos I looked down and my thumb was profusely bleeding.

Retreating back to our home at the time I remember my girlfriend wrapping my thumb as if she were a paramedic who just finished a surgical procedure. I felt the compassion we had for each other, the belonging. I felt safe.

Let's fast forward to one month ago.

Irritation from which my thumb was communicating to my nervous system was becoming distressing. Not realizing this last 6 years that their was something alien in my thumb, the glass has established itself by becoming apart of me.

So I began a process to which I now find myself in.

It starts with me going to the clinic, getting a referral to see a radiologist. Once I got my x rays I now go back to the doctor of which prescribed me to the radiologist for a follow up.

Let's stop here for one minute and let me tell you about this last visit of which I nearly fainted.

Not having to eat anything all morning. I came into the clinic expecting to continue the process of which would go like this. Get another referral to a plastic surgeon, go for a consultation, then go back for a minor surgery.

Upon my arrival the Doctor greeted me with an awkward smile, as if I was his first patient ever. Lanky fellow dressed in a pattern dress shirt with a tie and pants that were not well suited for him. Slick black hair. He seemed as though he was a character from Doctor Who.

After a brief conversation we decided we would give it a try and dislodge the two pieces of glass. Bravery at my core I sat their patiently as he froze my thumb. The freezing set in and he began sawing away at my thumb as if he was a lumber jack ready to take down a tree with a hand saw.

The worst was when he began prying open and continuing to saw. My body began to sweat, I became light headed. I wasn't sure if it was the sawing or the prying or the digging, maybe all of it combined. I then remember having my head down and him patting me on the back asking if I needed to lay down.

Of course I remained strong and did not want to succumb to showing any signs of weakness. At this point it was too late. The doctor explained to me it was the nervous system's natural defense mechanism.

All of this for 2 minuscule pieces of glass from 6 years ago was a failed attempt. Back to the process we go.

Not having the movement in my thumb may handicap me and I would not be able to do my daily tasks. This is what I was thinking when the doctor was stitching me up. I did not think of this prior to the failed procedure.

Until we experience what it is like to lose something that we value we take things for granted. I am sure you have heard me mention this before in my posts.

Although I did think of it positively, that I would have a mini vacation.

So the process of Clinic-radiologist-clinic-specialist-surgery, I find this process overly complicated especially when you look at it in business terms. Of course the health care industry has no worries to put clients through this process because the clients have no where else to go.

However if you are running a business with a five step process it may be best to simplify it to 1 or 2 steps. Customers who are buying love simplicity especially when it comes to finding the product they like to attaining the product or service.

Time is valuable as I have mentioned in the past. Some people don't understand the value of time and to some people time is more valuable than to others. We all have a different opinion on time.

For example.

Some may see time as an equation. If you make 25$ per hour and you save 50$ by going through this process you win 25$. But this is looking at it in a linear perspective.

You are not factoring in everything else such as your contribution to the company of which you work for. Your hours that count towards your seniority. You wage that accumulates in your pension plan and that pays your government medical services and so on.

However I myself may value time differently. How much is time worth when I meet a new client, partner, or spend time with my family? It is difficult putting a price on something that will continue to give me a ROI (return on investment).

Let's recap.

Be aware as to how you spend your time.
What you focus on matters.
Simplify the process of buying for the customer.

I failed to mention that when you sell B2B (business to business) it is also important to simplify, however sometimes the buying is more complex so be careful and make sure to look at your total blue print. If you can make things as clear as possible people will buy.

"People don't buy what they don't understand, help them understand."

Thank you for taking the time to read my story. To be continued....

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