When I teach customer service workshops to healthcare professionals, one of the most common questions I get is “Why do I need to introduce myself? It’s irrelevant to me doing my job, and I don’t have time for chit-chat.” That’s all well and good; however, in most cases, patients are in very vulnerable and uncomfortable situations. You and your entire staff know most everything about them, but patients don’t know anything about you. Patients simply want someone to take care of them with warmth and compassion and not feel lost in a system in which they are processed like an ambivalent body.
Real World Story:
Due to my mother’s extensive stay in the hospital and her four visits to the ER in three weeks, I’ve been extremely aware of customer service behaviors by healthcare workers. One small but
important behavior that I noticed was how employees who wear their name badge so they can be read (pinned above their chest, not hanging on a lanyard near their navel) and who introduce themselves before performing any task, were perceived by my mom and me as exhibiting more care and concern. The nurses who rushed in and performed their tasks – some without ever looking at my mom – were perceived as uncaring, as if they were simply fulfilling the required duties of their job. The difference was night and day. Caring versus uncaring. Period.
Strategies that Turn it Around: Benefits of wearing a name badge and introducing yourself:
- It’s professional. When you wear your name badge, it shows you officially work for the company and can be trusted. So make sure to display it prominently.
- It’s personal. When patients know your name, they begin to build a personal connection with you. As I’ve said before, customer satisfaction is driven by personal connection.
- It allows you to slow down and be present. Introducing yourself brings you back to the present moment by focusing on the patient that is in front of you – not the one you just left or the 15 you have waiting. By being present, you are more able to hear the patient and respond accordingly.
- It allows patients to report you – for doing great things. If patients don’t know your name, how can they ever brag about you to your manager?
Remember: Patient satisfaction is driven by personal connections and relationships. By introducing yourself, you’re beginning the connection process and patients are more likely to feel like you care about them. When patients know you care, they get better. And isn’t that what every healthcare professional strives so hard toward?
What experiences do YOU have when people do or do not use their name when they deal with you as a customer or patient? I’m eager to hear your stories in the comments section below.