Think about the best customer experiences you have ever had. Maybe it was a trip to Disney where every ‘Cast Member’ you ran into was more happy and helpful than the one just before. Maybe it was a dining experience where the host, server, bartender and busboy blew you away with their remarkably friendly service. You check into a hotel and the staff makes you feel like you are a celebrity. Perhaps you had a situation where someone took you from an upset to a highly satisfied customer just by the way they handled a complaint.
We have all been there. We have been in situations when the enthusiasm of the person we are dealing with is almost contagious. Their warm greeting, ear to ear smile, and attention to detail blows us away. We think to ourselves, ‘why couldn’t every company be like this?’
The one thing all of these great customer service ambassadors have in common is they all seem to love what they do. Companies that are great at the customer experience know that their customers will never be happier than their employees. The same is true when it comes to patient care.
If you are like most organizations in the health care sector, you and your team are probably spending countless hours and dollars in an effort to increase or maintain high levels of patient care.
The question is how much energy are you putting into engaging the staff who is charged with caring for the patient? The patient will never be happier than the caretaker.
Doctors, nurses and the support staff often work long hours and in many cases, those hours can be stressful. What can be done to make them more engaged? Wouldn’t it be incredible if the reaction your patients and families have after interacting with your team resulted in them putting your organization at the top of their list of best experiences they ever had?
