Last week, our son needed an ultrasound to help the doctor identify the source of pain in his abdomen. When he was being examined by the nurse, she discovered that his last meal was less than 8 hours ago (he was supposed to abstain from eating for at least 8 hours before the ultrasound). Without missing a beat, she said, "Well, now that you are here, let's do the best that we can."
No raving, no ranting, she did not give us a hard time. She calmly finished the ultrasound procedure and thanked us for coming by. She chose not to dwell on what should have been done (turns out the doctor forgot to give us the instructions to prepare for the ultrasound), she chose not to take out her frustrations on us (she had to put in some extra effort) and left us with a feeling that 'customers come first'. I am sure she made a mental note to fix the internal process to brief patients who come for an ultrasound.
How many businesses have trained their staff to retain customer loyalty while dealing with the realities of execution?
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