EXCELLENCE THROUGH PASSION: WHAT IT TAKES TO GET GREAT HAIR TRANSPLANT RESULTS
I have looked at a lot of companies for inspiration and provocation for me to excel, and there is no better slogan out there that fits me than Maserati’s “Excellence Through Passion.” Is it catchy? Not really. Is it funny and amusing? No. In short, it summarizes what I stand for and what my practice stands for.
I had a patient about a month ago ask me, “Dr. Lam, what makes your hair transplant different than down the street?” I responded that it would take me 10 minutes to answer that question and that is why my website was so detailed in showing why we were better at every little nuance at the job. After I answered the question (which did take me 10 minutes, ask Emina), I summarized the entire thing by saying, “If I can boil it down to one word, it is passion.” Honestly, if you look into your surgeon’s eyes and what you see back is a glazed over dead look, are you going to feel comfortable with him/her during the procedure? How about after the procedure? Do you think if there is any little problem that he/she would even care to make sure that it is right? Well, you decide that one.
When passion underscores everything, then you have the chance for excellence because there are no other options but excellence for someone who is passionate. Is the surgeon’s passion the only thing that matters with hair restoration? Absolutely not. The entire team must be imbued with that same level of passion.
If you have been reading my site carefully, you will see that I have often referred to hair restoration as very similar to building a car. That means every person at the plant must be equally vested in your practice. That is why I don’t outsource my staff and I have vested them into your results. You will feel absolute dedication from EVERY TEAM MEMBER. Every team member is a vital part of the results. They come in to inspect their results after the procedure so that they have proper feedback as to what he or she has done. As mentioned elsewhere on this site, they are also in the room at all times, i.e., to say the graft cutters sit literally next to me in the cockpit to make sure that there are no problems and that we are all working toward the same end, i.e., your excellent grafting results.
The other thing that I like about Maserati as a company is how they achieve “Excellence Through Passion.” The number of cars that Mercedes builds in one hour (btw, I love Mercedes so don’t get the wrong idea here), is the number that Maserati builds in one entire year. Each car is custom ordered a year before and hand built by the same team to do the job. That level of customization and anal detail where the job order is limited and the time to do the job right is appropriately allocated is how we “build our car”. We take care of each person one at a time. We never do 2 transplants a day. We never burn out and do 10 a week. We never have to outsource to bring people in so that we can make more money. We never sell you and harass you after an initial consultation. We never actually even sell you. We educate you. This is a trusting relationship not an abusive one. Okay, enough said. Hopefully, this analogy makes sense to you.