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A couple weeks back, I had the pleasure of visiting a nationally renowned eye surgeon in Columbus, Ohio. This independent doctor and his team are the true triple threat. Not only are they extremely talented at what they do, but they also are great at how they do it AND the team understands why they do what they do. Let me give you some insights on just how you can compare it to your organization.
When you walk in, you are greeted by an enthusiastic receptionist. She directs you to the lobby and ensures you are aware of the free food and beverages (including fresh fruit infused water). Every staff member takes time to say hello to patients and other guests as they go about their busy routine. Their desire to ‘beat the greet’ and to not ‘prioritize tasks over people’ is evident throughout. It starts pouring outside and without hesitation, the receptionist asks everyone in the lobby: ‘you know what that rain means?’ and then answers her own question with genuine pleasure, ‘it means I get to use those umbrellas to walk people to their cars.’ as she points to a stack of them in the corner by the door. The entire team constantly over-communicates to patients about what is going on and what is next both verbally AND non-verbally. For example, not only does the staff member clearly explain next steps, each examination room has multiple colored flags which secretly tell the doctor and staff who were not part of the conversation, who is in the room and why. I could go on and on, but at the end of the day this doctor and his team are just wired differently, and the patients and their families can feel it! You too can wire your team differently. It just takes commitment and consistency.
