I have these thoughts and titles in my head for a million (maybe really thousands) blogs. Working in healthcare, many things build up. Customer service in this area is a bit different than that you think of when ordering food, buying clothes, or getting your car serviced...although, I'm sure there is someone that will say it's the same.
How is it different?
I'm glad you asked. I'm going to use the ER because that's my area, but feel free to insert whatever area you would like. Depends why you are there. If you are dying, or near dying, you didn't choose to go to the ER. You're there, in most circumstances, out of necessity...usually to get better. I find those customers usually treat you well. The ones who aren't really sick, who could have waited to see their primary doctor, are usually off the chain.
There's no coupon or discount when you come to the hospital. I can use my coupon at the restaurant, at the car dealership, but not at the hospital....another difference.
When someone comes to see me, they are seeking my expert advice/opinion. How can that be the case if I do what I should and the customer pulls out their WebMD notes on how I should treat them??!? For real? No! No! I don't pull out my tablet and show the plumber the video I saw on how they should put in my sink! Do I get Turbo Tax, then tell the accountant that my taxes should be done this way!? No! The customer is not always right! Who came up with that anyway?
Remember, if you are not the expert, you are likely the customer. It is ok to ask questions, but remember, if you know nothing about what is at hand, let the expert do their job.
Ms. Filter Free
