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THE TOUCH

When Lewis Thomas[1] was a young boy, he sometimes joined his father when he was making house calls. He observed a brilliant country doctor at work long before there were antibiotics or sulfa drugs.

His father practiced the art of medicine. He had basically 3 main weapons in his arsenal:

1. He was a great diagnostician.

He could tell, in a glance, the patient’s weight within 5 pounds.

He could tell if the blush in the cheek was evidence that the crisis was over, or that the patient would die that same day.

He had seen and treated all the known diseases at the time, many of which are so rare now that a young doctor today may never have seen a patient with the measles, or tuberculosis, or poliomyelitis.

2. He knew the importance of touch.

“Mrs. Smith, may I hold your hand?” he would ask.

“Yes, doctor, you may.”

He felt the pulse and the temperature. He palpated the chest and the stomach, listened for abnormalities with his stethoscope and asked about onset of symptoms.


He could see in the corner of his eye the hygiene of the household, the order, or disorder, of their lives, and he already knew the medical history of everyone.

[1] Thomas, Lewis: The Youngest Science: Notes of a Medicine-Watcher (Alfred P. Sloan Foundation Series), Penguin Books; Reprint edition (May 1, 1995), The Lives of a Cell: Notes of a Biology Watcher, Penguin Books; Reissue edition (January 1, 1995).

3. He knew the importance of the rituals of healing.

With some ceremony, he would pull out an ornate prescription pad.

“Mrs. Smith, will you do me the favor of taking 3 of these pills a day with your meals?”

“Yes, doctor, I will.”

The drug may have been inconsequential in its effect on the disease, but the doctor was dispensing hope. And hope is a potent drug for mobilizing the immune system.

The young Lewis Thomas observed patients getting well simply from their faith in their physician, from his touch, and from the belief that they would get well.

Is it not interesting that these practices remain alive and well today? And that they work as well for businesses as they do for people?

I believe that you can tell in an instant if a business is healthy. People are quick and certain about their duties, they know what they are doing, and they share expectations of success with their customers.

But one look may be enough to indicate that something is seriously wrong. Further diagnosis is crucial. If you have seen enough cases, and administered enough treatments, you may know if there is hope or not. But the customer will tell you if you still have the touch as a company doctor after treatment.

Because it is still about knowledge, and about how you touch people, and about hope.
 

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Tor Dahl & Associates

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