I work in a rich peoples' nursing home, after working with mostly poor and blue-collar folks all my life. It's been an entertaining change for me!
Anyway, the CEO came down from the ivory tower last week and actually met with the night shift *insert gasp from audience* at 7 am. He had had a few complaints because sometimes it took a few minutes to get call bells answered. 40 patients--6 with c. diff.(almost every patient we get from this one rehab facility comes with c. diff.)--3 CNAs and a cranky old hillbilly nurse--you know how that math works out.
Anyway, after the mandatory schmoozing and telling how much he loved us and how great we all were, he starts a long story about how he went to a dentist who gave super great wonderful customer service...always made sure his patients didn't feel one bit of pain, had nice new magazines for them to read, very timely with appointments no matter what happened, always did what the customer wanted no matter what it was, you know the kind. The CEO went to this guy a couple of dozen years and became personal friends with him because he was so great.
Then the dentist retired and the CEO had to go to a new dentist. This dentist not only was not a paragon of customer service, he informed the CEO that his teeth were in terrible shape and had to be all redone. The CEO did not like to hear this very much.
The CEO then told us that the moral of this story was that it doesn't matter how good your technique was and what your skills were, it's great customer service that bind your customers to you. Nothing should come before your customer service!
Is that the moral you got?
I nearly got hysterical, but I restrained myself
Apr 20, '07
I suppose the morals of the story is:
If you can't dazzle them with brilliance, baffle them with BS.
Ignorance really is bliss.
What you don't know doesn't hurt you.
I guess CEO believes neglect and sub-par care doesn't matter if the patients are blinded by other things. I hate to say it, but I've seen coworkers who were continually praised and singled out in thank-yous from patients/families when all they did was shmooze with them. Seriously, these people really did nothing for these patients/families except blind them with their sociability.
The big problem with customer service in hospitals is that patients/families are not educated about what should be important, they really are blinded by BS.
Seriously does Mr CEO think good customer service is more important than having his teeth for the rest of his life? Wonder what his answer would have been to that question?
Last edit by DusktilDawn on Apr 20, '07