Customer Service

During the recent orientation of my new job, customer service was really pushed. In fact, one of the top executives for the system of hospitals, spent at least an hour on detailing its importance. I thought he was overdoing it a bit. But as I continued my orientation at the hospital where I have my job, I immediately saw the effect of good customer service. As I walked down the hallways, almost every staff member would say hello. Every presenter for our various orientation sessions always introduced themselves and gave us a big welcome. I couldn't believe how much this gave me such a positive attitude right from the start. Part of this reminded me of my time spent in Burkina Faso because you would never pass someone anywhere in the village without greeting them. Also having come from an outpatient clinic where customer service was not pushed, the contrast in the employee attitudes was phenomenal.

The organization's buzz acronym is S.I.T.E. - Smile. Introduce yourself. Give Title. Explain. Now I guess I sort of did this in my previous job but I think I forgot the smile. It took me some getting used to now in 2 days on my unit, but I have noticed that the patients have really responded. Now there are some that nothing you do makes them happy, but that's the world for you! And as it is practiced in the hallways and with the patients, it rubs off onto the staff. I have never felt so welcomed in a new job as I have starting this one.

I think of the many times I have gone to the lab for blood to be drawn. It is usually full of people, you have to draw a number, wait for your number to be called to register, sit back down and wait again for your number to be called by the phlebotomy tech. I have gone there often in the last 8 months. I can't say that I remember any time that the employees have smiled or even given me their name, let alone apologize that the wait was over an hour. Therefore, I have developed a strong dislike of going to the lab, not because I am going to get poked, but because it has such an unpleasant atmosphere as the employees are rude and the patients are usually upset over the service. What a difference it would make if they would smile and say, "Hi, my name is ... and I am going to register you." or "Hi, my name is ... and is there anything else I can do for you today?"

I have to say the greeters at my church are pretty good at smiling and holding the door open for you. And they noticed when I was there for the first time. Also the church has started to have a time during the worship to get up and meet new people as a continuation of the worship. At first, I thought it was a major interruption of the service. But now I think this adds greatly to the community of the church. And I have met a few new people. On the other hand, I met a woman one day who said "Well, I just slip in late and leave right away when it's over. I don't know anybody to talk with." She does not know Jesus yet as her personal Saviour and since meeting her, I haven't seen her in church again. Guess I have a little more S.I.T.E. to do.

It all starts with one smile and a little bit of time. Wow, how the world would be different if S.I.T.E. became a routine part of life!