The world is constantly changing, it is true. And opportunities for improvement, one of the pillars of lean philosophy, come from just that.
The other day I went to a clinic where I have been before. The place was beautiful, clean, comfortable for the eyes. All the people were in uniform and with their badges.
At the entrance, I liked the kindness of the valet when opening the clinic door. As soon as I entered the reception, I came across a receptionist with a support clipboard and a backless stool. She asked if I had an appointment and took my documents, asking me to wait.
I sat on a beautiful sofa, but not at all comfortable. At the end of the corridor, I noticed another table affixed to the wall, on which another girl worked on a stool also without a back. I noticed that he curved and stretched his spine quite often. They had not been kind to these girls' backs by giving them these backless benches to sit and work on. As for me, my spine started to hurt and then I tried another chair, just as beautiful, but again, not at all comfortable. I was soon called in for the first exam.
The girls, beautifully dressed, gave mechanical instructions on the procedures. A good cold day, with no gentleness in the eyes, not wanting to know if the day was really good.
What concludes on the trip to this place: there was no one there to test the comfort of the chairs, as patients sometimes wait for hours; someone was left to work while sitting without back support to understand the discomfort at the end of a working day; there was a lack of training on how to be more humane when attending a fellow man.
Without a doubt, beauty is fundamental, as well as cleanliness. But people also need kindness and care, and that, we can only understand when we are on the other side and we do not receive this affection.
In return for this fact, the other day I accompanied my father to another clinic. Likewise, everything is clean and beautiful. The difference was made when I, sitting next to the water filter, heard the secretary's voice gently asking: "Do you want some water or coffee?" - something I could have gotten myself. I kindly accepted a water and she, with a smile, replied: "I'm glad someone accepted something!"
There I waited for more than an hour, which I loathe, because I think there is a lack of respect for delays, but she, with that gesture and a bit of conversation that came with the glass of water, managed to ease the long wait for medical care.
Conclusion: at all times we can put ourselves in the other's shoes. Doing so is a great opportunity to find elements, processes and attitudes that can be improved. This is the basis of kaizen, of continuous improvement.
And improvement generates differential, which creates exclusivity, which generates demand. Looking at the commercial side, this can add value and generate more revenue. Looking at the human side, this makes the world a better place to live.
Let's be kinder to others. It is by planting and watering a good seed that good fruit is harvested!
The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies.
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