The Double Platinum Rule goes beyond simply treating others as you would want to be treated (the Golden Rule). It's about anticipating and exceeding expectations, providing service or treatment that people don't even realize they desire. It's about proactive understanding of individual needs and exceeding their hopes. This requires a deep understanding of the individual and their context.
Understanding the Double Platinum Rule
The core principle is to surpass expectations; don't just meet them. This involves:
- Deep understanding: Truly understanding the individual's needs and preferences, going beyond surface-level interactions.
- Proactive service: Anticipating needs before they're explicitly stated.
- Exceeding expectations: Providing service that's significantly better than what's expected.
Dr. Bryan K. Williams is often credited with popularizing the concept. He defines it as "treat others the way they don't even know they want to be treated". [Source: https://www.drbwilliams.com/the-double-platinum-rule/] Several sources highlight the importance of exceeding expectations as a key component of the Double Platinum Rule [Source: https://www.actdental.com/blog/do-you-know-me-and-the-platinum-rule/, https://www.fiercehealthcare.com/hospitals/how-to-deliver-a-world-class-patient-experience].
Examples of the Double Platinum Rule in Action:
- A restaurant anticipates a customer's dietary restrictions and offers suitable alternatives before they even ask.
- A customer service representative proactively solves a problem before the customer expresses frustration.
- A healthcare provider anticipates a patient's need for emotional support beyond medical treatment.
The Double Platinum Rule focuses on a proactive and deeply personalized approach, significantly improving upon the basic tenets of the Golden Rule.
