This document discusses customer service practices at the Four Seasons hotel and how refractive surgery practices can apply these lessons. It summarizes the Four Seasons approach in three key areas: hiring for personality over experience, providing intensive ongoing training to all employees, and teaching a philosophy of exceptional customer service. The document recommends practicing customer service as an attitude, not just an event, and emphasizes its importance over other marketing efforts.
Not responsive. Late for interviews. Unprepared. Complaints have been made about candidates, but now these phrases are being used for recruiters and hiring managers.
Intersting article written some time ago by Robert Hennessy, GLOBAL Practice Team Leader – Pharma/ Health Care/ Life Science, ( http://aims-international.net/global-teams/health-care/find-a-leader )before he joined AIMS International.
Treating job applicants well creates ambassadors for companies’
images and brands, even if they don’t get hired.
Not responsive. Late for interviews. Unprepared. Complaints have been made about candidates, but now these phrases are being used for recruiters and hiring managers.
Intersting article written some time ago by Robert Hennessy, GLOBAL Practice Team Leader – Pharma/ Health Care/ Life Science, ( http://aims-international.net/global-teams/health-care/find-a-leader )before he joined AIMS International.
Treating job applicants well creates ambassadors for companies’
images and brands, even if they don’t get hired.
Own or manage a hotel? Are you plagued by rising turnover rates? Find out what you can do to stop the revolving door and reduce the turnover in your hotel.
Coaching with a difference
Many top decision makers have been looking at the economic climate and market prospects and asking themselves how their firm is going to survive and get through these hard times.
In Esprima we are a team of business professionals who have sat on both sides of the negotiating table between product and service providers and their clients.
However well tested your product and service in the market place, you know the reality is that your firm’s ability to get the business is only as good as your people involved at every stage of delivery . It is all about making a difference in the business relationship at a personal as well as professional level.
Esprima has a track record in providing a tailored coaching proposition for those firms looking to enhance the skills and confidence of their people involved in not just sales but also in the delivery and maintenance of day to day relationships with clients. It is an experience where your people will find themselves stimulated and inspired but also “leaning into discomfort” as we call it at Esprima
Esprima\'s programme jhas a number of modules that can be tailored to your firm’s specific requirements and provided in three formats
• An intensive 2 day course in an office or remote location
• 4 half days in an office or remote location over a 1-3 month period with reinforcement and “homework” tailored to your organisation
• 3 half days condensed over a 1-2 month period
Creative agencies are often called in to brand their clients but have a difficult time doing this to themselves. This paper from Swystun Communication provides highly practical and creative lessons for standing out.
Be a Hiring Machine: A Strategic Interview GuideGravityPeople
About GravityPeople
GravityPeople is a leading recruitment outsourcer providing direct-hire and hourly recruiting services. Established in 1998, GravityPeople has been serving the San Francisco Bay Area Technology community for over decade. Now with a national focus, GravityPeople provides strategic technical recruiting services to clients across North America.
Organizations are increasingly focusing on the development of frontline workers in order to differentiate their employer brand, build a strong employee value proposition, and to ensure they have the skills and knowledge needed to compete in the market place.
Alternative Pathways for learning allow organizations to focus their spending on workforce development, training, and tuition assistance strategically to build their workforce.
Own or manage a hotel? Are you plagued by rising turnover rates? Find out what you can do to stop the revolving door and reduce the turnover in your hotel.
Coaching with a difference
Many top decision makers have been looking at the economic climate and market prospects and asking themselves how their firm is going to survive and get through these hard times.
In Esprima we are a team of business professionals who have sat on both sides of the negotiating table between product and service providers and their clients.
However well tested your product and service in the market place, you know the reality is that your firm’s ability to get the business is only as good as your people involved at every stage of delivery . It is all about making a difference in the business relationship at a personal as well as professional level.
Esprima has a track record in providing a tailored coaching proposition for those firms looking to enhance the skills and confidence of their people involved in not just sales but also in the delivery and maintenance of day to day relationships with clients. It is an experience where your people will find themselves stimulated and inspired but also “leaning into discomfort” as we call it at Esprima
Esprima\'s programme jhas a number of modules that can be tailored to your firm’s specific requirements and provided in three formats
• An intensive 2 day course in an office or remote location
• 4 half days in an office or remote location over a 1-3 month period with reinforcement and “homework” tailored to your organisation
• 3 half days condensed over a 1-2 month period
Creative agencies are often called in to brand their clients but have a difficult time doing this to themselves. This paper from Swystun Communication provides highly practical and creative lessons for standing out.
Be a Hiring Machine: A Strategic Interview GuideGravityPeople
About GravityPeople
GravityPeople is a leading recruitment outsourcer providing direct-hire and hourly recruiting services. Established in 1998, GravityPeople has been serving the San Francisco Bay Area Technology community for over decade. Now with a national focus, GravityPeople provides strategic technical recruiting services to clients across North America.
Organizations are increasingly focusing on the development of frontline workers in order to differentiate their employer brand, build a strong employee value proposition, and to ensure they have the skills and knowledge needed to compete in the market place.
Alternative Pathways for learning allow organizations to focus their spending on workforce development, training, and tuition assistance strategically to build their workforce.
Many players in the Hospitality Industry have been able to define and deliver excellence when it comes to customer experience. What the Hospitality Industry does well is to make Service Excellence the backbone to deliver on this “Experience”.
Understanding and Delivering Customer Experiences that CountVidalEnriqueCadena
Customers don’t always know what they want. The decline in coffee drinking was due to the fact that most of the coffee people bought was stale and they weren’t enjoying it.
Owning the Customer Experience: A new view of sales effectiveness todayAchieveGlobal
Today's customers are not easy to impress. Not only do they want benefits beyond stellar product and service features, they demand efficiency in their interactions with salespeople, a comprehensive understanding of their business challenges and goals. How can you truly own every defining moment of their customer experience?
Head-to-Head Comparative Study of Two Optical Biometric Devices in Modern Cat...SM2 Strategic
Today's cataract surgeon has adopted non-contact optical
biometry as the standard of care in performing IOL calculations.
While modern formulae incorporate multiple variables as part
of their calculations, Axial Length and Keratometry readings
continue to be the inputs that are most influential in determining
IOL power. Some of the newer generation formulas such as
Holladay 2 and Olsen now incorporate more elements to help
increase accuracy.
Flu Vaccine Alert in Bangalore Karnatakaaddon Scans
As flu season approaches, health officials in Bangalore, Karnataka, are urging residents to get their flu vaccinations. The seasonal flu, while common, can lead to severe health complications, particularly for vulnerable populations such as young children, the elderly, and those with underlying health conditions.
Dr. Vidisha Kumari, a leading epidemiologist in Bangalore, emphasizes the importance of getting vaccinated. "The flu vaccine is our best defense against the influenza virus. It not only protects individuals but also helps prevent the spread of the virus in our communities," he says.
This year, the flu season is expected to coincide with a potential increase in other respiratory illnesses. The Karnataka Health Department has launched an awareness campaign highlighting the significance of flu vaccinations. They have set up multiple vaccination centers across Bangalore, making it convenient for residents to receive their shots.
To encourage widespread vaccination, the government is also collaborating with local schools, workplaces, and community centers to facilitate vaccination drives. Special attention is being given to ensuring that the vaccine is accessible to all, including marginalized communities who may have limited access to healthcare.
Residents are reminded that the flu vaccine is safe and effective. Common side effects are mild and may include soreness at the injection site, mild fever, or muscle aches. These side effects are generally short-lived and far less severe than the flu itself.
Healthcare providers are also stressing the importance of continuing COVID-19 precautions. Wearing masks, practicing good hand hygiene, and maintaining social distancing are still crucial, especially in crowded places.
Protect yourself and your loved ones by getting vaccinated. Together, we can help keep Bangalore healthy and safe this flu season. For more information on vaccination centers and schedules, residents can visit the Karnataka Health Department’s official website or follow their social media pages.
Stay informed, stay safe, and get your flu shot today!
Basavarajeeyam is an important text for ayurvedic physician belonging to andhra pradehs. It is a popular compendium in various parts of our country as well as in andhra pradesh. The content of the text was presented in sanskrit and telugu language (Bilingual). One of the most famous book in ayurvedic pharmaceutics and therapeutics. This book contains 25 chapters called as prakaranas. Many rasaoushadis were explained, pioneer of dhatu druti, nadi pareeksha, mutra pareeksha etc. Belongs to the period of 15-16 century. New diseases like upadamsha, phiranga rogas are explained.
The Gram stain is a fundamental technique in microbiology used to classify bacteria based on their cell wall structure. It provides a quick and simple method to distinguish between Gram-positive and Gram-negative bacteria, which have different susceptibilities to antibiotics
Adv. biopharm. APPLICATION OF PHARMACOKINETICS : TARGETED DRUG DELIVERY SYSTEMSAkankshaAshtankar
MIP 201T & MPH 202T
ADVANCED BIOPHARMACEUTICS & PHARMACOKINETICS : UNIT 5
APPLICATION OF PHARMACOKINETICS : TARGETED DRUG DELIVERY SYSTEMS By - AKANKSHA ASHTANKAR
Title: Sense of Smell
Presenter: Dr. Faiza, Assistant Professor of Physiology
Qualifications:
MBBS (Best Graduate, AIMC Lahore)
FCPS Physiology
ICMT, CHPE, DHPE (STMU)
MPH (GC University, Faisalabad)
MBA (Virtual University of Pakistan)
Learning Objectives:
Describe the primary categories of smells and the concept of odor blindness.
Explain the structure and location of the olfactory membrane and mucosa, including the types and roles of cells involved in olfaction.
Describe the pathway and mechanisms of olfactory signal transmission from the olfactory receptors to the brain.
Illustrate the biochemical cascade triggered by odorant binding to olfactory receptors, including the role of G-proteins and second messengers in generating an action potential.
Identify different types of olfactory disorders such as anosmia, hyposmia, hyperosmia, and dysosmia, including their potential causes.
Key Topics:
Olfactory Genes:
3% of the human genome accounts for olfactory genes.
400 genes for odorant receptors.
Olfactory Membrane:
Located in the superior part of the nasal cavity.
Medially: Folds downward along the superior septum.
Laterally: Folds over the superior turbinate and upper surface of the middle turbinate.
Total surface area: 5-10 square centimeters.
Olfactory Mucosa:
Olfactory Cells: Bipolar nerve cells derived from the CNS (100 million), with 4-25 olfactory cilia per cell.
Sustentacular Cells: Produce mucus and maintain ionic and molecular environment.
Basal Cells: Replace worn-out olfactory cells with an average lifespan of 1-2 months.
Bowman’s Gland: Secretes mucus.
Stimulation of Olfactory Cells:
Odorant dissolves in mucus and attaches to receptors on olfactory cilia.
Involves a cascade effect through G-proteins and second messengers, leading to depolarization and action potential generation in the olfactory nerve.
Quality of a Good Odorant:
Small (3-20 Carbon atoms), volatile, water-soluble, and lipid-soluble.
Facilitated by odorant-binding proteins in mucus.
Membrane Potential and Action Potential:
Resting membrane potential: -55mV.
Action potential frequency in the olfactory nerve increases with odorant strength.
Adaptation Towards the Sense of Smell:
Rapid adaptation within the first second, with further slow adaptation.
Psychological adaptation greater than receptor adaptation, involving feedback inhibition from the central nervous system.
Primary Sensations of Smell:
Camphoraceous, Musky, Floral, Pepperminty, Ethereal, Pungent, Putrid.
Odor Detection Threshold:
Examples: Hydrogen sulfide (0.0005 ppm), Methyl-mercaptan (0.002 ppm).
Some toxic substances are odorless at lethal concentrations.
Characteristics of Smell:
Odor blindness for single substances due to lack of appropriate receptor protein.
Behavioral and emotional influences of smell.
Transmission of Olfactory Signals:
From olfactory cells to glomeruli in the olfactory bulb, involving lateral inhibition.
Primitive, less old, and new olfactory systems with different path
New Drug Discovery and Development .....NEHA GUPTA
The "New Drug Discovery and Development" process involves the identification, design, testing, and manufacturing of novel pharmaceutical compounds with the aim of introducing new and improved treatments for various medical conditions. This comprehensive endeavor encompasses various stages, including target identification, preclinical studies, clinical trials, regulatory approval, and post-market surveillance. It involves multidisciplinary collaboration among scientists, researchers, clinicians, regulatory experts, and pharmaceutical companies to bring innovative therapies to market and address unmet medical needs.
Title: Sense of Taste
Presenter: Dr. Faiza, Assistant Professor of Physiology
Qualifications:
MBBS (Best Graduate, AIMC Lahore)
FCPS Physiology
ICMT, CHPE, DHPE (STMU)
MPH (GC University, Faisalabad)
MBA (Virtual University of Pakistan)
Learning Objectives:
Describe the structure and function of taste buds.
Describe the relationship between the taste threshold and taste index of common substances.
Explain the chemical basis and signal transduction of taste perception for each type of primary taste sensation.
Recognize different abnormalities of taste perception and their causes.
Key Topics:
Significance of Taste Sensation:
Differentiation between pleasant and harmful food
Influence on behavior
Selection of food based on metabolic needs
Receptors of Taste:
Taste buds on the tongue
Influence of sense of smell, texture of food, and pain stimulation (e.g., by pepper)
Primary and Secondary Taste Sensations:
Primary taste sensations: Sweet, Sour, Salty, Bitter, Umami
Chemical basis and signal transduction mechanisms for each taste
Taste Threshold and Index:
Taste threshold values for Sweet (sucrose), Salty (NaCl), Sour (HCl), and Bitter (Quinine)
Taste index relationship: Inversely proportional to taste threshold
Taste Blindness:
Inability to taste certain substances, particularly thiourea compounds
Example: Phenylthiocarbamide
Structure and Function of Taste Buds:
Composition: Epithelial cells, Sustentacular/Supporting cells, Taste cells, Basal cells
Features: Taste pores, Taste hairs/microvilli, and Taste nerve fibers
Location of Taste Buds:
Found in papillae of the tongue (Fungiform, Circumvallate, Foliate)
Also present on the palate, tonsillar pillars, epiglottis, and proximal esophagus
Mechanism of Taste Stimulation:
Interaction of taste substances with receptors on microvilli
Signal transduction pathways for Umami, Sweet, Bitter, Sour, and Salty tastes
Taste Sensitivity and Adaptation:
Decrease in sensitivity with age
Rapid adaptation of taste sensation
Role of Saliva in Taste:
Dissolution of tastants to reach receptors
Washing away the stimulus
Taste Preferences and Aversions:
Mechanisms behind taste preference and aversion
Influence of receptors and neural pathways
Impact of Sensory Nerve Damage:
Degeneration of taste buds if the sensory nerve fiber is cut
Abnormalities of Taste Detection:
Conditions: Ageusia, Hypogeusia, Dysgeusia (parageusia)
Causes: Nerve damage, neurological disorders, infections, poor oral hygiene, adverse drug effects, deficiencies, aging, tobacco use, altered neurotransmitter levels
Neurotransmitters and Taste Threshold:
Effects of serotonin (5-HT) and norepinephrine (NE) on taste sensitivity
Supertasters:
25% of the population with heightened sensitivity to taste, especially bitterness
Increased number of fungiform papillae
1. TODAY’S PRACTICE
Marketing Mishaps
The Art of
Customer Service
It begins with “hello” and never really ends.
BY SHAREEF MAHDAVI
I had not walked 30 feet into the hotel (because it requires a mindset and philosophy foreign to
before three different employees greeted most medical service providers).
me: the valet, the doorman, and the cus- I had the opportunity to interview Elaine Estacio, the
todian. Each person looked up from the training manager for the San Francisco Four Seasons
task at hand to say hello and smile. Was it Hotel. What I learned is worth sharing here.
because I was wearing a suit? No, it was
because the hotel was the Four Seasons. HIRE PER SONALITIE S
This greeting had a tremendous impact on my entire Excellent customer service starts with selecting the right
experience at that hotel. That initial encounter set a people to provide it. Although prior experience is benefi-
tone for the rest of my visit that magically rubbed off cial, job-specific skills can be developed over time. What
on everyone in the business meetings. Similar courtesy the San Francisco Four Seasons Hotel looks for when hiring
was extended by other hotel personnel, almost as if staff is work ethic and attitude. Managers stress the impor-
they knew we were coming. Was this experience a mere tance of these attributes and ask key questions during can-
coincidence? Hardly. The didate interviews to reveal
Four Seasons earns its repu- past behaviors that may or
tation for excellence in large may not suit the position.
part by offering incredible For example, Ms. Estacio
service to every individual doesn’t ask a candidate, “Do
who walks onto its property. you like working with peo-
ple?” or “Do you believe in
REFR ACTIVE SURGERY: good customer service?” She
THE FOUR SE A SONS reaches further in her inter-
EFFECT views, instead asking, “When
In the world of refractive have you provided excellent
surgery, there are many differ- customer service?” and “Can
ent marketing issues practi- you tell me the last time you
tioners need to address. went the extra mile for one
Providing outstanding cus- of your customers?” Con-
tomer service is at the top of sider asking these more
the list; it takes priority over revealing questions the next
every other aspect of your time you interview a candi-
marketing program. Cus- date for employment in
tomer service is both the least your practice.
expensive investment for your
practice (when compared INTENSIVE TR AINING
with external marketing Because it considers
efforts such as advertising) itself the “Nordstrom of
and the hardest to cultivate the hospitality industry,”
JUNE 2003 I CATARACT & REFRACTIVE SURGERY TODAY I 55
2. TODAY’S PRACTICE
the Four Seasons Hotel looks for employees who are SHAREEF’S SUMMER R EADIN G LIST
willing to go “one step further” in providing great cus-
tomer service, and then it challenges them to do so. All This summer, Shareef Mahdavi will review books that
Four Seasons employees undergo a 90-day training peri- can be helpful to refractive surgery providers.
od when they first join the company. They attend mul-
tiple classes conducted by a training manager, whose
full-time job is to educate all employees, from the The Tipping Point by Malcolm Gladwell
entry-level clerk to the general manager. Note that the LASIK providers have long known that word-of-mouth
training manager is dedicated solely to this task, where- is the single best form of advertising that can build proce-
as, in the typical refractive practice, staff training often dures. However, until now, there has been little explana-
becomes another brick in the backpack of an already tion of the science behind word-of-mouth marketing. In
overworked key employee.
The Tipping Point, journalist Malcolm Gladwell helps readers
P H I LO S O P H Y 1 0 1 understand exactly how certain products go from being
The mission of the training manager at the Four unknown to achieving mainstream popularity. He is able
Seasons is to teach the hotel’s philosophy to people to identify the people who make the phenomenon hap-
who represent a range of salary, skills, and experience pen—a rare trio of personalities categorized as connec-
levels. This manager must convey the hotel’s culture, its tors, mavens, and salesmen. Gladwell also identifies the
attitude, and the company’s history to all the employ-
ees. In these training classes, the manager also teaches environmental context needed for a product’s popularity
the employees about customers’ expectations and how to reach mammoth proportions. By comparing the
to exceed them, as well as what the Four Seasons Hotel spread of a product to an epidemic, he adds an impor-
values as an organization. Ms. Estacio summarized her tant perspective that complements the classical approach
efforts by saying, “If you’re going to spend so much of to market segmentation that divides consumers into their
your life at work, you should enjoy what you do. My timing and tendency to adopt new products and tech-
goal is to identify future employees that agree, hire
them, and help them cultivate this attitude.” nologies (eg, innovators and early adopters). By drawing
from examples as diverse as Paul Revere’s midnight ride,
I N S T I L L YO U R OW N P H I LO S O P H Y the children’s television show Blue’s Clues, and the drastic
Four Seasons employees learn what it means to take fall of crime in New York City in the 1990s, Gladwell pro-
care of their customers, as should your employees. vides compelling insight into social and cultural shifts that
What philosophy or practice culture do you want your affect markets. This book is a must-read for both its rele-
employees to possess and exude to patients? The next
vance to refractive surgery and its powerful application to
time one of your employees suggests that you conduct
customer service training, will you attend? If not, what understanding the consumer-driven world around us.
message will that send to your staff? No matter what July’s Marketing Mishaps column will draw from The
other priorities you face in your practice, this is the one Tipping Point. Read this book, and you’ll discover a new
that deserves your undivided attention. way of looking at your practice and those consumers
Customer service is not an event; it is an attitude. seeking refractive surgery.
Remember that the customer is never fooled more than
once. When lip service is used in place of customer serv-
ice, customers figure it out and often will take their Reading List). Several Cataract & Refractive Surgery
business (and future referrals) elsewhere. This is the true Today readers recommended this book to me, and I
cost of not concentrating on improving your level of share that recommendation with you. ■
customer service, and it is indeed a steep price to pay.
Next month, I’ll follow up with an article that discuss- Each month, industry veteran Shareef Mahdavi looks at
es what happens when you provide customer service a different topic relating to the business of refractive sur-
the right way, which can cause patients considering gery and explores how mistakes from the past can be used
refractive surgery to “tip” in your favor. I’ll draw from by all providers for effective marketing. He provides mar-
The Tipping Point by Malcolm Gladwell, a fascinating, keting counsel to medical manufacturers and is based in
must-read book for understanding the science behind Pleasanton, California. Mr. Mahdavi may be reached at
word-of-mouth marketing (see Shareef’s Summer (925) 425-9963; shareef@sm2consulting.com.
56 I CATARACT & REFRACTIVE SURGERY TODAY I JUNE 2003