When a company knows its WHY, you can feel it. I did last summer when visiting the Hospital for Special Care in New Britain, Connecticut. My mom was recovering from cancer surgery and needed to have extensive rehabilitation. It was good fortune that allowed her to be referred to such an outstanding facility.
When I made my first visit, my mom's room was filled with her doctor, nurse, physical therapist and social worker. One by one she introduced me to her new "friends". My mom is a relationship person...but I didn't hear her use that word at the hospital where the surgery was performed.
I observed the behavior of her friends and it was astonishing. This collective group of caregivers were in lock step with making certain my mother had every thing she needed. It almost reached the point of me asking; "what are you guys drinking?"
Scarcity creates value, and this behavior is scarce in service businesses. It wasn't long before I was on a first name basis with a dozen members of their staff. I envied the sense of purpose that these professionals showed each and every day. I'm sure they had bad days, but they were not questioning their mission in life.
Not surprisingly, here's their Vision Statement taken from their website: "Center of Special Care will always be the community's answer for people who have special health needs." That's why they exist and they live it every day.
They were the answer for my mom...for which we have much gratitude!
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