At a recent doctor’s visit, there were two signs prominently displayed in the exam room. One encouraged patients to contact their pharmacist first if a prescription refill was needed. The second clearly urged patients to call the clinic as the initial point of contact.

The confusion about people calling the “wrong” place is probably what prompted the signs in the first place, but no wonder patients can’t keep things straight. One sign is telling them to do the exact opposite of the other. “Start with us first” unless it is a prescription refill.

Does your messaging carry an explicit or implied “unless”? Once something has qualifiers, its memorability is lost.

 

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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