Have you ever been to a doctor’s office and felt that you were invisible? Gone to the front desk, signed your name only to be ignored as if you were unimportant or nonexistent? If so, then you probably realize that the positive person-to-person interaction is disappearing. Thanks to the constant technology upgrades of Apple gurus Steve Jobs and Tim Cook, we are now available online, offline, by phone, by text and by email but how has that impacted our social etiquette and not only the personal customer service experience but also our relationships with others? What can we do individually to make each experience a positive one? First, we can remember that even though text and email make our lives convenient that there is still a need to meet people face-to-face or to hear a personal voice on the other end of the line. Second, we can impact each person we encounter daily in a positive way by the words or gestures we use.
I have had many years of customer facing opportunities and working on how to turn each interaction in to a more positive one. Every interaction you have with an individual is an opportunity to change their mind, their attitude or simply make their circumstances a little easier. When I walk into a business as a customer I want a WOW visit. My own personal customer experience will determine how often I will visit and if I can trust this person or organization with my needs, and a negative first impression will immediately set the tone.
We work in an environment that is totally focused on women’s needs and we specialize in the treatment of mood disorders. From the very first call that women make to us, it is an opportunity to impact them. Once they arrive here, we must address each one’s individual needs and also help them to understand that our program is progressive and that communication is important. Being aware of how they are engaging and participating early on is a way to open up a conversation to see how the first day went, the second, etc.
If women feel their needs are ignored or they are being avoided it can create a ripple effect. We work in a sensitive area with women who are vulnerable, have had their trust broken, and are dealing with complex issues such as depression. We must acknowledge them and let them know we understand, we hear them, and we will address or work to resolve any issues. We have such a wonderful opportunity to impact lives positively and emotionally and help women build a solid foundation so that the small things won’t disrupt the renovation process.
Here are a few tips on how to create a WOW:
- Be kind
- Be empathetic
- Offer assistance
- Listen and Acknowledge
- Ask questions – get to know them
- Go beyond to help them
- Provide a solution
- Make eye contact
- Be genuine
- Understand that if they come in upset or angry that it may not have to do with you or the situation but something going on behind the scenes. (Maybe they just lost someone or found out bad news)
- Work to resolve any issues as quickly as possible
- Thank them for: being patient, understanding, etc.
Remember each interaction we make throughout the day from friends and coworkers to complete strangers can be a positive or negative experience. How will you WOW them?