– Alexander Graham Bell, Inventor
“I think I filled out the same forms at least three times…”
-Anonymous patient
We use this quotation to introduce the first component of the PAEER model: Prepare. It encompasses the steps that should be undertaken to prepare for patients’ visits by completing many administrative tasks prior to their arrival that otherwise handicap the delivery of praiseworthy service upon their arrival.
We first build the case for why it is important to know as much as possible about the patient prior to his or her visit. We then examine ways hospitality service providers “enter” a relationship with guests…reveal how they gather information about their habits and preferences…then use this information to prepare for their visit. Throughout this chapter we highlight data from our GAP survey to illustrate prevailing opinions of consumers about the importance of service providers preparing for their arrival:
