Mike and Emily entered the clinic pleased to see they were the only patients in the waiting area. Behind the counter sat a middle-aged receptionist on a raised stool. As our eyes met a smile came over her face as she welcomed us to the hospital’s testing facility.
After pleasantries Mike reached out to hand the receptionist a script for a test the receptionist's demeanor changed.
“You need to sign in before I can help you,” she said, pointing out a clipboard holding a slightly curled piece of lined paper. On the paper about a half dozen signatures of earlier patients had been crossed of with a thick black marker obliterating any chance of reading their names.
She gestured to an ink pen attached to the clipboard by a long string as she picked up her thick black marker. She watched him sign in with Emily's name then she did something that shocked Mike.
What did she do? Click here for the answer.
After reading the answer consider how much time and resources do you or your employees spend following procedures that do not add value every time they are followed? These blindly followed procedures cost money, productivity, and harm relationships.
Max recommends a different scenario: A man walks into a clinic’s laboratory testing area. The receptionist, pleased to see she was no longer alone in the large room, welcomed him and his son. He offers a script for blood work to her and she takes it with a smile. She then says, “Follow me and we’ll get this blood drawn.”
Wow! That would have been service that would have left an impression.
This is part of a series of anecdotes published by Max Impact, a Rochester Hills, Mich., based website that offers complimentary resources to business leaders, entrepreneurs, human resources professionals and trainers in an effort to help the get the maximum impact in their careers. For more business terms, click here.
© Max Impact, used with permission.