A colleague recently told me about the following experience at the Covid-19 vaccination site at the Los Angeles County Office of Education in Downey, California.
Real World Story: “I hate syringes. I hate getting them shoved into my arm! Needless to say, I was not looking forward to getting my first Covid-19 vaccination. I was also worried because I was scheduled to a mega site where I was certain every person working there would be robotic, uncaring and treat me like just a number. After all, who has time to be kind and caring when you’re staring down a sea of cars with hundreds of people who need to be treated, right?
“From beginning to end, every single nurse and volunteer was exceptionally kind, patient and professional. They were expedient and thorough, but didn’t make me feel rushed, or like they were moving on to the next car of people before they were done with me. And my entire visit—from driving in to driving away—was less than 30 minutes! I was especially astounded that everyone whom I encountered told me to have a blessed day. And each one said it with genuine feeling. They were not faking it. They were not robotic about it.
“And that’s not all.
“After my very pleasant and nearly painless injection with one of the most lovely nurses I’ve ever had the pleasure of receiving a shot from, I had to wait 15 minutes in my car before I was allowed to leave. After I parked in line, another nurse, Zoey, explained exactly what I should expect next and why I needed to wait. She then offered me the option of water or Gatorade. She then checked up on me every 5 minutes to make sure I wasn’t experiencing any out-of-the-ordinary effects like dizziness or nausea.
“Once nurse Zoey was sure I was fine to drive away, she bid me farewell and genuinely and happily wished me a blessed day.”
Strategies that Turn it Around:
- Inject some Caring into an Uncaring World. Being kind to others is one of the very first things we learned in kindergarten. But such is the uncaring world that we lose our kindness along the way and eventually forget about caring for others. Why care for others when we have our own problems, right? Did you know that being kind and caring for others will make you a happier, more fulfilled person? Try it. You’re bound to inject some caring into an uncaring world.
Remember: People want to feel like they matter. They want to feel cared for and important. So why not inject some caring into our daily interactions with other people? I can guarantee you that they’ll feel like they’re having a blessed day.
What do you do to ensure that caring leads all of your practice’s customer service efforts?