Tag: Patient experience training

What’s Your Customer’s Panic Question?

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After three weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”

In my customer service workshops, I improve the customer experience by challenging employees to consider, “What else does my customer need to know?” And then meeting that need without the customer having to wonder, fret, or even ask.

If you’re a hospital case manager, and you’re telling a 71-year-old spouse that her husband needs to check in to rehab tomorrow, what questions might the wife have? The name and address of the rehab facility, indeed. An estimate of how long rehab will last, sure. She’d also need to know how she’s going to transport her husband to the facility.

It turns out Mom had been stewing in fear of how she’d get Dad to rehab for several hours before she called me. She knew Dad couldn’t walk – he could scarcely stand at that point, which is why he was going into rehab – to learn to walk again. “Mom, the rehab center will send a van to transport Dad from the hospital to their facility. All you’ll have to do is make sure Dad’s bag is packed and ready.” On the phone I sensed mom’s anxiety fall off her, like a sack of onions.

Answer Your Customer’s Most Pressing Questions Before They Panic

2 Things I Learned About Personal Connection From a Nurse Technician

When Eli, a twenty-something lively man from New York with Walnut-colored skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

Eli responded to my dad’s many requests and needs with patience, a sense of enthusiastic urgency, and something that I can only describe as love. Eli serves my dad like he’s a son, not a nurse technician. I caught myself staring at the interaction between my dad and Eli with my mouth hung open.

Over the last fortnight, I’ve watched Eli and Kodjovi from Togo, Africa, and Kimberly from Texas, all nurse technicians, serve my dad with personal connection and enthusiasm. This team is surprising and delighting me with one of the best customer experiences I’ve ever had.

My two biggest takeaways from this team of fantastic nurse technicians are Be Intentional and Put Customers Over Tasks.

Here’s what they taught me.