hospital

Reach Out to Customers the Right Way - 3/31/20


Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal. If you’re in one of the industries where business has slowed, there may be Read more

LEAD them Away from Anger - 3/24/20


Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are Read more

4 Tips for Personal Sanity in Public Crisis - 3/17/20


We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible. With all this activity swirling around us, we still Read more

Create Mutually-beneficial Relationships - 3/10/20


We have worked with many clients over the years who have long-term staff in customer service roles.  At some point, the company decides to add a sales component to the responsibilities of the representatives, and the sparks start to fly! I was not hired to sell. This is not in Read more

Predictability Excites these Customers - 3/3/20


Sherrie had used that airport one too many times.  Sure it was convenient to her home, only 20 minutes away, but it seemed like every time she scheduled a flight, there was a delay.  And since it was not a “hub” airport, if she had to fly any significant Read more

Who Loves Ya, Baby? - 2/25/20


Telly Savalas played Kojak - a hard-nosed detective who solved crimes while eating a lollipop.  He was a tough guy with a tough attitude but a soft side.  He used to say:  Who loves ya, baby? So, who loves their customer? If you want to see somebody who loves their Read more

6 Actions for Attitude Adjustments - 2/18/20


The battle over one’s attitude can feel like a never-ending fight… I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude Read more

A Hair-Cut Above...and Below - 2/11/20


After going to the same barber for more than a decade, I decided to leave.  The customer experience went down, and the price went up.  For my last several visits, I was the one who was driving the conversations – when I could get a word in edgewise between Read more

When Employees Fight Over a Customer - 2/4/20


There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment.  A feeling of “you are my most important customer” and “I cannot wait to serve you” brings a tear to the eye of a customer service consultant.  But that’s not the only Read more

LOTS of Opportunities to Appreciate Customers - 1/28/20


They give us their money, and we give them merchandise. We say “Thank you!”  That is the old-time stereotypical opportunity for a company to thank their customers.  But there are opportunities all day long for us to convey appreciation to our customers. Beyond the actual transaction, there are so many Read more

Make it Abundantly Clear – 1/14/20

Posted on in Customer Service Tip of the Week Please leave a comment

Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were administered and when the next meds were scheduled.  It talked about goals for the day and key next steps.  And it mentioned what diet she was on and what activities and precautions applied to her.  

Maybe even more importantly, it listed her Care Team. There was Dr. Smith.  There was her nurse, Victoria.  There was her CNA, Rodica, her therapist, Sharon, and others as well.  Next to each one of the caregiver names was a personal phone number.

Just by looking at the whiteboard, whether Becky was by herself or with family members, she knew what was going on.  She knew what the next step would be for her care.  She knew what she could and could not do.  And she knew who to contact and how to contact them directly for whatever needs she had.

Even more so, any individual that walked in the room – whether family, friend, or caregiver – had all the exact same information right at eye level.

This was a simple communication tool.  In the 21st century, a whiteboard doesn’t seem so valuable, but it was INCREDIBLY valuable to Becky!

So much of anxiety and fear relates to the unknown.  So much of confusion or concern or potential conflict comes from being in the dark.

To build your customer’s confidence and their comfort level with your organization, find ways to make it abundantly clear exactly who to contact and for what in your organization.  Find ways to make it abundantly clear what the customer has the capabilities to do on their own.  Find ways to make it abundantly clear what the next steps will be and when they will happen.

To create a confident customer, make it abundantly clear.

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Get Back in the Good Graces – 12/12/17

Posted on in Customer Service Tip of the Week Please leave a comment


What is “Service Recovery?” I was asked this in a meeting recently when I was describing the approach to take with certain clients. I know it’s a term used a lot but not defined a lot, so let’s define it.

I prefer the literal interpretation – you are recovering from an issue. The way you’re recovering is through customer service. The issue may be a bad experience at your sports event. It may be a rude inspector by your government agency. Maybe it was an excessive wait by the healthcare provider.

Regardless of the issue, the point is that you’re currently “behind the 8-ball” in the eyes of your customer, and you need to recover. You need to get back up, get back in the good graces of the guest who’s upset.

You can avoid the recovery, but you risk still being a scourge in the eyes of the customer. You can recover WITHOUT customer service. That means fixing a product or replacing a part – without a process or personality surrounding that replacement that even remotely conveys “I care” and “I apologize.”

But this is the 21st century. People expect the personalization with the product replacement. They expect the smooth process with the replacement part.

Especially in a service industry, how do you fix a bad experience? How do you fix the interaction with the rude inspector? How do you fix a wait at the hospital?

In short, you can’t. You can’t go back and change what they felt or experienced. You can only move forward and hope they give you a chance in a future encounter. So, you have to create an opportunity for a future encounter with something that smooths over the experience of the past.

That “something” is customer service. Your attitude. Your empathy. Your sincerity. Your response. Your speed. Your action – they all deal with the person wronged in a way that’s right.

When you’re speaking of “Service Recovery,” remember that you’re speaking of what needs to be done to get that upset customer open to becoming a returning customer. And it’s not just about your replacement product. It’s about how you repair the image that person has of your organization.

Deal with the person wronged in a way that’s right.

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Improve the Health of Your Client Interaction – 6/27/17

Posted on in Customer Service Tip of the Week Please leave a comment


According to a recent article on patient satisfaction and high quality customer service in healthcare settings, there are three consistent keys to a great patient experience – particularly in outpatient surgery facilities. These core takeaways apply to virtually any business.

First – “Make a connection: Smile and introduce yourself to patients and family members.” This gets at the need for a great first impression, initiating communications with customers, and personalizing the interaction.

Second – “Set the expectation of service: Share with the patient what will happen, when it will happen and about how long it will take.” We often note that typically 40% of customer dissatisfaction occurs because the customer expected one thing, and the company delivered another. Take ownership over setting realistic expectations of what will happen and when it will happen.

Third – “Say thank you: Within days of providing care, send the patient a thank you note with handwritten messages from staff members.” It’s tough to overstate the importance of conveying appreciation to the customer. The other part of appreciation noted in this third best practice is to not just do it on the spot, but also share appreciation after the encounter. Typically, those post-encounter messages of thanks are a surprise – and carry extra weight in the customer’s evaluation of their last impression of you and your organization.

It’s about being pleasant, proactive, and personalizing. It’s about setting and managing customer expectations of tasks and timing. And it’s about appreciating the other – at the end of the encounter as well as in that unexpected follow-up.

Improve the health of your client interaction with these healthcare best practices.

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