PO Box 920559
Needham, MA 02492




The doctor hustles in, opens her computer, and rolls her eyes.

The computer system is down.

The office is in a tizzy.

And I’m about to experience the best health care service ever.

Our doctor wants to order a routine test for my 20-month-old daughter.

She grabs her computer, mumbles something about having to find her team, and hustles off.

30 seconds later her team arrives.

Fastest response ever!

I’m not kidding.

When the computers are working, it can take 30 minutes to get someone into the room to run this test.

Today they set the land speed record.

Because the doctor had to go find her team.

And she (and they) couldn’t hide behind computer messages.

And it gets me thinking about your Elevator Pitch.

And the real dangers hiding behind technology.

Because when the doctor breathes a sigh of relief.

It’s not because my daughter’s tests are normal.

(Even though they are).


It’s because her computers are back up.


Now she can go back to communicating by computer.

My loss, I guess.

“How long was the system down?” I ask.

“15 minutes.”


Just long enough for me to experience outstanding customer service.

So here’s today’s challenge.

For the next 15 minutes, turn off your technology.

Go ask your colleague that question in person.

Hand-write a note to a client or prospect.

Invite someone to coffee for this afternoon’s break.

Call that contact instead of replying to their latest email.

For the next 15 minutes connect with people.

Instead of technology.

See how it improves your customer service.

How do you connect with people?

Happy Networking!

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