The stated objective of this year’s CCAR Convention is, in part, “…to engage colleagues in deep conversation on the issues about which they are passionate.” Tonight’s opening program was designed to initiate this series of conversations by offering short talks presented by thought leaders in other fields: medicine, politics, and multimedia art. Each of these exceptional figures – Dr. David Feinberg, Supervisor Zev Yaroslavsky, and filmmaker Tiffany Shlain – offered perspectives on how to “lead the shift” by drawing on their own personal experiences of challenge and success.
I loved Supervisor Yaroslavsky’s comments about the messy work of political coalition-building, and was energized by Shlain’s ideas about the overlapping “participatory revolutions” that we see around us today in the world of culture and technology. More than anything, however, I was moved by the comments of Dr. Feinberg, who is the President of the UCLA Health System and CEO for the UCLA Hospital System.
Feinberg talked about the way he succeeded in transforming the UCLA hospitals after he took the helm – humbly pointing out that he had no formal training and suggesting that he had had no appreciable experience to recommend him for the post. He spoke about how he brought about a system-wide shift in consciousness by insisting that members of the hospital staff become radically patient-centered at all levels, from hospital parking attendants to neurosurgeons in the operating theater.
The reorientation that Feinberg brought about was massively sprawling in its scope, but he suggested that it could be boiled down to focusing hospital employees’ attention on improving one single statistic: the number of patients who responded positively to a simple question: “How likely are you to recommend us to a friend?”
Feinberg’s idea is not a new one; in fact, it was documented and explored at length by Fred Reichheld several years ago in his book The Ultimate Question (Harvard Business School Press, 2006). Reichheld argued that the way customers answered this question would be the most revealing metric that predicted a company’s long-term growth and profitability. But Feinberg has been uniquely successful because he recognized that this mode of assessing a business’s success and effectiveness can be translated effortlessly to the healthcare field as well.
I’d like to suggest that the same thing is true for the not-for-profit realm, and specifically for the landscape of Jewish communal institutions.
I wonder what Jewish life would be like if our communal leaders – clergy, lay staff, and volunteers alike – spent their time being obsessively focused on improving their constituents’ answers to that question. What would our communities feel like if we were single-mindedly devoted to exceeding members’ wildest expectations of us and our institutions? What could the future become if every Jewish professional set out to turn every interaction as an opportunity to turn constituents into evangelists, to transform them into walking billboards for our organizations, celebrating the wonderful services we provide and the inspiring missions we embody?
I have participated in numerous conversations with colleagues who lament declining membership numbers, shrinking dues revenue, and an overall diminution of k’vod ha-rav, the respect traditionally accorded rabbis as spiritual guides and communal leaders. The beauty of Feinberg’s approach is that it recognizes that prospective patients are influenced most powerfully and effectively by the testimony of their friends and peers – not necessarily by the expertise of doctors or hospital staff. The same would be true if we succeed at carrying this approach into the world of Jewish communal work; unaffiliated, unengaged, and uninterested Jews in our communities are much more likely to be convinced to walk through our doors if they receive impassioned recommendation from a friend whose judgment they trust.
Feinberg’s strategy proved revolutionary, which is particularly exciting given the simplicity of the approach. Its success and its simplicity both recommend it to us rabbis, who have nothing to lose and everything to gain from employing it. When I leave Long Beach and return home to my own organization, I will look forward to doing my part to “lead the shift” by concentrating on improving the way my constituents answer this simple and potent question, and I hope that my colleagues across the country will do the same.
Rabbi Oren Hayon is the Greenstein Family Executive Director at the University of Washington Hillel.