A friend of my husband’s just had her knee replaced and I went to the hospital to see her. She was 48 hours out of surgery and I found her sitting in a chair in her room, waiting for the physical therapist. She’d been waiting for an hour. Seems he came in and got her into the chair—readying her for her first walk of the day—and then he left to get his partner. He said he’d be right back. My husband’s friend was happy to see me, since she couldn’t reach her “call” button and she was desperate to go to the bathroom; I went out into the hall and found a nurse.
My husband’s friend wasn’t particularly miffed, she just tried to explain that when the physical therapist said he’d be right back, she assumed he’d be right back; or, that he’d return to say he would be delayed and, perhaps, even arrange to have her situated more comfortably while she waited. She explained her feelings to the nurse in a most pleasant way, yet the nurse’s response was a waspish, “They’re very busy, ma’am.” Yes, the “ma’am” had that strained I’d-like-to-call-you-something-else-but-I’m-too-professional-to-do-so tone to it. I wasn’t really shocked, not in this day and age, but certainly was happy I wasn’t the one confined to that hospital room. And, I made a mental note to ratchet up my own health maintenance regimen so that I wouldn’t someday be in that poor woman’s shoes, er, stitches.
I think sometimes “professionals”—those educated and/or licensed knowledge workers upon which many of us depend on a daily basis—forget that customer service is still required. Of course, for “professionals” it’s called “client” service, or “client satisfaction,” or even “patient care.” But, it all means the same thing. It’s not just delivering competence, but also delivering courtesy/care/consideration/compassion. And, maybe it’s even more important for “professionals,” since by definition doctors, lawyers, nurses, physical therapists, bankers, teachers, et al, are helping ensure our wellbeing…are advising us on or delivering upon the most critical aspects of our lives, today and tomorrow. But, many of these people adopt an attitude of “I’m the expert here” and “I’m doing you a favor.” They don’t want what they perceive as argument, challenge, or inadequate levels of respect. (Yes, I know you can change bankers, doctors, lawyers, etc., but it is an exceedingly painful process in terms of time, money, and energy. And, frankly, the banker, doctor, lawyer, etc., with whom you are working and who might be giving you the worst possible service, might in fact have the best available technical knowledge; in which case you might just have to take their c-r-a-p.)
Anyway, I guess I’m trying to convey the real need for a customer-oriented mindset, even when you have clients. That, and, for heaven’s sake, the real need for you to take care of yourself, lest you find yourself languishing in a hospital where “they’re very busy, ma’am”!
This post first appeared in Percolating! by Kup & Sourcer (www.kupandsourcer.com/blog) on September 7, 2007.