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WORDS OF WISDOM
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Ignoring a customer is like ignoring your business.
-Donna Long
Two parts of empathy: Skill (tip of the iceberg) and Attitude (mass of the iceberg).
-Author Unknown
There are no traffic jams along the extra mile.
-Roger Staubach
Initiative is doing the right thing without being told.
-Victor Hugo |
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GOOD SERVICE CAN BE THERAPEUTIC
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My neurologist, who is more than an hour from home, prescribed physical therapy 2-3 times a week for me. In an attempt to find a therapist closer to home, I took a referral from a good friend who loves his physical therapist. However, I never got a chance to see how good the therapist is, because of the person at the front desk. When I arrived, she was busy on a personal call while I stood at the window for way too long. Then when she did get to me, she was rude and unhelpful. So much so, that I decided I didn't want to go there 2-3 times a week.
I reluctantly picked Brooks Rehabilitation from the yellow pages. They have facilities throughout the state and they've been around for decades so I thought it was a safe gamble. Day one, I called because I got lost trying to locate them and Henk (who I later learned is the manager) answered the telephone. He was friendly and helpful. When I arrived, he greeted me with a huge smile and nice handshake. Kathleen (front desk) was at lunch, so he was filling the spot and created a great first impression. It's been weeks and I'm now close to the end of my prescribed therapy. The entire Brooks team has been fantastic, providing first class service and a therapeutic atmosphere. Michael (another therapist) called me after the 70-car pile-up on I-4 to be sure I got home okay. Kathleen always offers a smile and pleasant greeting and loves to help create fun in the office. For example, she recently decorated the office on a Saturday to surprise Henk (who tends to arrive early on Mondays) for his 40th birthday!
I once asked Henk about the customer service award in the lobby and how they maintain such a professional, yet fun environment. His response was… “It’s not just for our clients, but also for us.”
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CREATING A GOOD SERVICE ENVIRONMENT
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As evident from my story above, every team member has the power to make or break an organization. And, as we learned from Henk, doing the right thing is good for both internal and external customers. Here are a few reminders:
- Take every opportunity possible to build team spirit. Example: I overheard Henk tell his team that he was treating everyone to lunch for his birthday because that's his Dutch tradition. When I asked him about this, he said he so enjoyed it when the entire team could all spend a little social time together.
- Be aware of the total atmosphere of your office or shop. When a stranger walks in, what does he or she see and hear? Is it complaining and frowns or pleasantries and smiles? Brooks has mastered the approach of creating a facility that offers physical therapy in a fun, therapeutic environment.
- Create daily or weekly challenges to ensure that simple, yet critical customer service behaviors are observed. Things like friendly greetings, undivided attention, no complaining, professional handshakes (it's amazing the impression a wimpy handshake can leave), smiles, appropriate eye contact, answering the telephone within 3 rings and active listening.
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JUKEBOX JOURNEY TO SUCCESS SPECIAL OFFER
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Save 20% on JukeBox Journey to Success. Click this link to learn more about this book and music CD of 21 original oldies and to place your discount order. Makes a great resource for employees who like to have fun while they learn!
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