The Art of Providing Positively Outstanding Customer Service

As a motivational speaker, one of my favorite speaking topics is entitled, "The Art of Providing Postively Outstanding Customer Service."  I can spend one hour presenting a keynote on this very important subject and feel like I haven't even scratched the surface.  So imagine my surprise when today at my mother-in-law's doctor's office, I found a sheet of paper posted at the check-out window that summed everything up brilliantly in less than a half a page.

While this, let's call it a "creed," specifically refers to the PATIENT, I will ask you to please substitute the word, CUSTOMER.  Here it is in it's entirety:

A Patient

…A few thoughts on why we are here…

A patient is the most important person in our business.
A patient is not dependent on us – we are dependent on him.
A patient is not an interruption of our work. He is the purpose of it.
We are not doing him a favor by serving him – 
He is doing us a favor by giving us an opportunity to serve him.
A patient is not an outsider in our business – he is our business.
A patient is not a cold statistic – he is flesh and blood,
a human being with feelings and emotions, likes and dislikes.
A patient is not someone to argue with or match wits with, or try to outsmart.
No one ever won an argument with a patient. 
A patient is a person who brings us his wants.
It is our job to handle requirements so plesantly and so helpfully that he will return again.


Can you imagine how you would feel if every person you did business with you treated you like this?  Can you imagine how YOUR customers would feel if you consistently treated them all like this? 

Linda Larsen, motivational speaker – happy to be the most important person in someone else's business


Motivational Speaker Linda Larsen, CSP has been described by meeting planners and audiences as "hysterically funny," and "riveting." Known for her ability to connect on an authentic and emotional level with audiences, her spontaneous sense of humor, and her engaging and powerful stories, Linda is passionate about sharing ideas to help people live their finest, best, and most productive lives. Her riveting and true story of being kidnapped and held hostage at gunpoint by an escaped convict, and the strategies she used to escape, will give people the tools THEY need to rise above any of life's toughest challenges, to communicate more effectively with THEIR difficult person, and to find creative solutions to THEIR problems. To book motivational speaker, Linda Larsen: 941-927-4700

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  1. Awesome! And imagine how many points you'd get just for posting this! Can't wait to share this!!!!


  2. Spectacular….you are for being the one to take your mother-in-law to her Dr. appointment to begin with! And for reminding me to choose compassion and kindness always.

  3. This is perfect!  I love this! As many of my buddies who are motivational speakers, we also speak on or around the subject of customer service and I never get tired of seeing and hearing what works.  This creed is one of those things that works!  I love an organization who believes in this like we do.  And, kudos for you for taking the word 'patient' and helping us read it with the word 'customer' instead.  Love it love it love it!  By the way, my continuing saga with poor customer service continues with my pharmacy who called on Friday saying my prescription was ready.  Went in yesterday and they said they hadn't filled anything since Oct. 2.  They asked for my birthday 3 times (I guess they forgot once they input it) and with a hint of condensation in their voice suggested that maybe it was a different pharmacy.  I was proud that this time I stayed calm (last time, not so much) and reminded them that they called me.  After asking me my birthday again, they found that they had three different records on me and oh, yes, there it is.  Imagine all the people who aren't as assertive as me being told 'no, no record, maybe you are at the wrong place.'  Maybe I should borrow the creed from your mother in law's Dr.!!!  Thanks for sharing it and keep up the great service YOU provide for your customers!

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