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Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

4 Actions for the Customer - 9/10/24


One way to look at the difference between proactive and reactive is that proactive is something that’s often done before it absolutely has to be done.  Maybe it’s something done that really doesn’t have to occur, but your professionalism takes over, and some action or communication that you know Read more

Don’t Kick the Problem Down the Road - 9/3/24


The error was obvious.  Shania is a clerk at a local government office, and she could tell that something was wrong with the permit request.  She was about to reject the request because the address was invalid. If this would have been handled like the normal process, Shania would have Read more

Reflect the Best of Your Customers - 8/27/24


When Alice walks into a business, whether it’s a restaurant or government building, whether it’s a Goodwill or a grocery store, she has a certain way about her.  She’s the customer, and it’s not unusual to hear her say to the employee:  Thanks for being here today! It’s not unusual Read more

Create Your Personal Motto - 8/20/24


Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make me Read more

Create MAGIC with Your Customers - 8/13/24


Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with Read more

Build Strong Customer Connections - 8/6/24


We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different - there’s one thing that is pretty similar.  And that is Read more

Running Late in the Rainstorm - 7/30/24


The mom was a little panicked.  She had just left work and had run into an unexpected popup rainstorm, and traffic had come to a halt.  She was on her way to pick up her 4-year old at childcare.  The facility had a policy of charging a fee for Read more

Use AI to Improve Your Performance - 7/23/24


Many companies are integrating Artificial Intelligence (AI) into some aspect of their business.  This could greatly change how they operate, how they communicate with customers. This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the Read more

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

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Making the Computer the Patient’s Friend

Posted on May 22, 2013 in Business Advice, Healthcare Please leave a comment

I had migraines – bad ones. It got to the point where I was taking aspirin almost daily, temporarily getting rid of the headache but also having painful effects on my stomach.

So my wife “encouraged” me to see a migraine specialist (or – as I put it – my headache doctor). And – over time – it worked; I haven’t taken an aspirin since that first visit 5-6 years ago, and my headaches rarely come back. But the reason I’m sharing this is that I read a study recently that reminded me of my headache doctor.

In 2012, the American Medical Association came out with a report on the use and impact of computers in exam room interactions between physicians and patients. The first time I ever had a physician appointment where a doctor utilized a computer in the room during my appointment was with my headache doctor. She used it to document notes, write prescriptions, review my history, and do many other tasks while I was with her – but it was never an issue. She used it well…

  • She positioned the computer where I could see what she was doing (so I didn’t have concerns about what she was documenting)
  • She didn’t complain about the computer (so there was no negativity added to the conversation)
  • She explained what she was doing (so I knew the reason she was documenting while I was present)
  • She was effective at navigating the application (so that the process didn’t delay treatment)
  • And she balanced her viewing of the computer with her eye contact with me as she typed (so I continued to feel important to her).

These are good lessons for anyone using the technology in front of the customer. The computer (or tablet or smart phone) doesn’t have to be a barrier to great customer service. It just needs to be used correctly.

Make the computer the patient’s friend.

Listen to our latest customer service podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/