Customer Focus

I'd like to thank one of our new partners Mike Brewer for sharing this story with me:-

How IS NORMA?

A sweet grandmother telephoned St. Joseph 's Hospital. She timidly asked, 'Is it possible to speak to someone who can tell me how a patient is doing?' The operator said, 'I'll be glad to help, dear. What's the name and room number?' The grandmother in her weak, tremulous voice said, 'Norma Findlay Room 302.' The operator replied, 'Let me place you on hold while I check with her Nurse After a few minutes, the operator returned to the phone and said, 'Oh, I have good news. Her nurse just told me that Norma is doing very well. Her blood pressure is fine, her blood work just came back as normal and her physician, Dr. Cohen, has scheduled her to be discharged on Tuesday.' The grandmother said, 'Thank you. That's wonderful! I was so worried! God bless you for the good news.' The operator replied, 'You're more than welcome. Is Norma your daughter?' The grandmother said, 'No, I'm Norma Findlay in 302. No one tells me s#!t.

True Story

We should never miss an opportunity to talk to our customers. Even handling a complaint is an opportunity to talk with the customer and show them that you care and want to do a good job for them. Remember that customers tell four times as many people the bad news than they tell the good news.