Do you have a program for customer care or do you care for your customers? There’s a difference! Do you care or are you caring? – Positively Outrageous Service is the Distinction!
It really came to me during a hospital visit. For the first time in my life I was admitted to hospital for an illness – not something self-inflicted like a bike crash. It was a fascinating experience. I got there through a misfortune … I had an infection that was not properly diagnosed and was given ineffective medication. After four days of fever and no improvement I was admitted to hospital. In the first three hours I interacted with over fifteen hospital personnel through admission, the battery of testing … blood and other lab work, x-rays, EKG, the admitting doctor, my attending nurse and several others whose role I was clueless to.
Over the 22 hours I was in the hospital that number of personnel I encountered surpassed fifty … I lost count but it included five doctors, seven nurses and innumerable others. Some staff were good, a minority mediocre, and a few were exceptional … delivering Positively Outrageous Service!!!
A hospital is primarily about patient care: diagnosing and prescribing a course of treatment to improve patient health, which requires knowledgeable and skillful personnel. But caring for a patient requires something additional: a way of thinking of compassion, sensitivity and caring. Everyone was focused on patient care – they were competent, but those that cared about me gave me the gift of peace of mind in my hours of uncertainty, levity to my concerns, comfort through clear communication and made it fun giving me the gift of joy in a distressing situation.
Patient care versus caring for a patient.
Many organizations have a customer care program that is technically competent and very process-oriented, which is good. But good is the enemy of the best. Organizations that care for their customers through Positively Outrageous Service create a lasting impression that results in loyalty, advocacy and competitive differentiation.
What’s your culture? Customer care or caring for your customer, client, patron, passenger or patient?
Positively Outrageous Service is the distinguishing characteristic.
Contact us today if you have an event, conference or need to implement Positively Outrageous Service into your organization.