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 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