Nurturing
I went to have an MRI scan on my back. Not getting old, just injured! For those who don’t know MRI machines are big and scary.
Not so good for the paranoid and claustrophobic. The thing that stayed with me was the experience and how the staff made me feel. They metaphorically held my hand through the entire procedure. They managed my expectations right from the start. The doctor told me about the machine asked questions. At the clinic they again advised the machine looked scary and told me I’d be in a tunnel with no space. Handed me an emergency panic button, and told me the machine makes noises like a car smash. Then gave me a list of CD’s to listen to while having the procedure. (headphones & catered for all tastes too). All this cost nothing.
Net result was to minimise an uncomfortable experience. Not all products are about providing emotional highs and discretionary expenditure. Maybe your start up is about providing a service people don’t like, maybe you’re a dentist. What things can you do to make it a remarkable anxiety reducer?
