Business Lessons from The ER

No one looks forward to a trip to the emergency room. It’s usually the last place anyone wants to be. Unfortunately, I spent much of my weekend in the hospital, starting with an unexpected ER visit. While the experience was far from enjoyable, it left me with some powerful business lessons.

The week had started on a high note—I was excited about my to-do list and eager to complete projects that I believed would push my business forward. My schedule was packed, and I was making great progress, especially as I prepared to launch the next module of my ASKOLOGY Method program over the weekend.

Then, on Thursday afternoon, everything changed. At exactly 4:00 PM, I felt a wave of stomach cramps and exhaustion. As a night owl, going to bed at 6:00 PM was unusual, but I figured a short nap would help. Instead, I slept straight through until 8:00 AM.

Friday was a struggle. Nausea lingered, and I found myself dozing off between meetings. After a late-night visit to urgent care, I went back to bed, hoping to shake off whatever was ailing me. By Saturday morning, I felt better—until my girlfriend gasped, “Oh Paul, your skin is yellow.”

I wasn’t feeling sick anymore, but jaundice was a new and alarming development. I called my doctor’s office, and they told me to come in immediately. Before I even got there, they called back with urgent instructions: “Go straight to the emergency room.”

Business Lessons Hidden in My Hospital Stay

I’ve never had a hospital stay—at least not since birth, and I don’t remember much from that experience besides, well, suddenly being here. Actually, I do remember it was dark, then it was light, then some guy swatted my bottom. Outside of that, my memory is a bit blurry. This time, however, I was fully aware of every moment. Throughout the experience, there were lessons that every business leader can learn from.

1. Balancing Authority with Client Concerns

The ER staff were professional, compassionate, and excellent communicators. They listened to my concerns and respected my input, while still maintaining their expertise and authority.

Often in business, demanding clients can push us to make unnecessary concessions. The hospital staff, however, provided a great model: Give clients a voice, but stand firm in your expertise. They ran tests and suggested I be admitted, making it clear they were concerned. But rather than demanding compliance, they framed it as my choice: Trust their expertise or go home and risk further issues.

This approach made me feel respected while reinforcing their authority, something every business can learn from.

2. Making Every Client Feel Special

I’ve always aimed to make my clients feel valued and appreciated. But the hospital staff took this to another level.

When I was wheeled into my room, I was greeted by a nurse from Zambia named Annie. With a warm smile and a thick accent filled with joy, she said, “Welcome to the penthouse suite, Mr. Kirch.” Now, let’s be honest, it wasn’t a penthouse or a suite. But her enthusiasm instantly put me at ease. In fact, her sense of humor and amazing energy took my concerns away. I knew I was in good hands.

She took the time to learn my girlfriend’s name before she arrived and greeted her warmly, saying, “Oh, this beautiful woman must be your Holly.” Despite having an entire floor of patients, Annie made me feel like I was the only one under her care.

Do we make our clients feel this way? Are we greeting them with the same enthusiasm? Are we personalizing our approach to make them feel valued?

3. Building a Team That Cares

During my 24-hour stay, 12 different staff members were involved in my care. What stood out was their seamless communication.

If I asked for something, multiple people followed up to ensure I had what I needed. They shared notes and updates, so I never had to repeat myself. In contrast, many small businesses operate in silos—team members and partners don’t communicate effectively, and clients end up frustrated when one person doesn’t know what another has promised.

Effective teamwork isn’t just about working together, it’s about sharing information and making sure nothing falls through the cracks.

4. Active Listening That Leads to Action

The hospital staff weren’t just polite, they listened and acted.

When I arrived in my room, I playfully mentioned that you can tell business is good, due to the air conditioning that was blasting cold air. While it was cold, I assumed I’d just have to get used to it. I didn’t expect anything to change. A few minutes later, another nurse returned with a warm blanket and adjusted the thermostat without any direction.

This is a perfect example of active listening, and not just hearing a problem, but proactively solving it. How often do we do this for our clients? Are we picking up on the little things that could improve their experience?

5. Creating a VIP Experience

Every step of my hospital experience felt like an exercise in how to treat a customer well. It made me stop and ask: Am I going far enough?

Are there small perks I could offer my clients? Could I go the extra mile to make them feel like VIPs? While I do take pride in providing great service, my hospital stay showed me that there’s always room to elevate the customer experience.

A Final Lesson in Gratitude

Before leaving the hospital, I asked the nurse for the names of everyone who had cared for me. I wanted to send thank-you cards. She stopped what she was doing, looked up, and said something that stunned me:

“Paul, that is so nice. I’ve been here 20 years, and no one has ever suggested something like that.”

That moment reminded me of an important truth: We must have a reason to serve beyond just seeking appreciation. Sometimes the thank you messages aren’t going to be there.

Entrepreneurs, like healthcare workers, often work long, difficult hours. We face challenges, sacrifices, and moments where we feel underappreciated. What keeps us going isn’t the ‘thank you’—it’s our ‘why.’

Find the purpose that fuels you. If you’re clear on your mission, the hard days won’t feel quite as hard.

While I hope I don’t land in the hospital again anytime soon, I’m grateful for the experience. It gave me a fresh perspective on service, leadership, and client care—lessons I plan to take back into my business.

What about you? What small changes can you make today to improve your client experience and elevate your business?