Photo by Macau Photo Agency on Unsplash
I often write about the importance of consistency in customer service. And part of that consistency includes making sure that every single team member delivers service at the same high level. The following story comes from one of my colleagues.
Real World Story: I could no longer tolerate the pain. It was now two days that the right side of my stomach throbbed with excruciating pain and burning. On the last night, I counted down the hours until my local urgent care office opened: midnight, 1am, 2am, 3am, 4am. I finally get up at 6 and get ready, with great anticipation of finding relief from the never-ending pain.
Because of the COVID-19 pandemic, I first had to line up outside the hospital complex where several tents were erected to screen patients. Some staff members were efficient, cheerful, attentive and professional. Other staff members appeared overwhelmed and barely hanging on, which made them appear curt, exasperated and annoyed.
Once I went through the first checkpoint, I was escorted to the urgent care waiting room. Again, some medical staff, like the receptionists, nurses and technicians, were incredibly kind and compassionate, but other staff, like the doctor in charge of my case, came across as uncaring, overly rushed and not at all interested in alleviating my pain.
Unfortunately, because of the mixed bag of service, I now remember that experience as negative, even though there were many medical staffers who offered an exceptional customer service experience.
Strategies that Turn it Around:
- Stay focused on the patient. Most especially in the medical field, always keep your focus on the patient. No matter what else is going on around you, keep your patient front and center.
- Be present. Staying focused on your patient will allow you to more easily be present. Remain in the moment to signal to your patients that you hear them and understand what their problem is and that you are working to resolve that problem.
- Lead with compassion and kindness. While it is easy and totally understandable to get caught up in the drama of people’s medical care and subsequent heightened sensitivities, always lead with compassion and kindness. Let that be the place from where you communicate and deliver exceptional service to all your patients throughout each and every day.
Remember: It takes only one person to ruin a customer service experience. So always strive for consistency as a team because no matter if 9 out of 10 staffers are exceptional, that one not-so-positive person will drag a patient’s entire experience down the tubes.
What do you do to ensure that your ENTIRE team delivers exceptional service consistently?