patient

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

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


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 Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence. But don’t let those truths of Read more

2019 Holiday Poem - 12/24/19


There is joy absolutely everywhere, Sometimes you just need to look for it. There are birds and babies. There are flowers and sweet older ladies. You just have to look for them. People hold doors open for others, with smiles. There are days when you can see for miles. You just have to look for them. There Read more

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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What You Do Shows What You Value – 6/30/15 TOW

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


In the middle of the call with the customer service representative, the rep said “I need to let you know that I’m scheduled for my lunch break in 1 minute, so someone else will be handling your call.” One minute later, the caller heard “Hold, Click” and background music. What did that interaction say about what was important to that rep?

After the discharge nurse finished giving discharge instructions to the patient, the discharge nurse left the room. It was shift change, and the first shift nurse who had cared for the patient for the past 3 days was officially off-shift. But that nurse waited until the discharge nurse was done, walked into the room, wished the patient well, and gave the patient a hand-written thank you card. What did that say about what the first shift nurse values?

The customer went to return some shoes in the guest services department of a major retailer. There were three staff behind the counter – ten feet behind the counter to be exact. They were sitting down with their backs to the customer, looking at computers. The customer had to loudly say “Hello!” to get their attention. What did that interaction say about what was most important to the company and the staff?

These three true stories illustrate a very important point. What you do in customer service situations is a reflection of who you are with others, what’s important to you, and what you value.

Make your actions reflect the best of you.

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