World class service
This past Thursday, my wife and I received the first of two vaccinations. We have both reached the age of 60 and so are form part of the population that Government is focusing on in June onwards.
We had heard of the experiences of other “silver foxes” at the Mitchells Plain/Lentegeur Hospital and decided to go through for our vaccinations.
We were absolutely blown away by the manner in which the entire staff pulled together to make, what could be a somewhat scary experience into one which I will rank as one of the best of our lives.
The experience began at the gate where we confirmed to the gate staff that we were “walk ins”.
They asked us to put on our hazards and drive down to the parking attendants. In doing so, it felt like we were celebrities of some sort!
The parking attendants then directed us politely to the parking area. Our details were then taken by another efficient and polite lady. We were then guided to an area to wait in order. (Another friendly lady!). This was in a shaded area.
After 5 minutes or so, we were guided into a room prior to the hall and after a short wait, guided into the hall proper.
We were then led to an area where both my wife and I received our injections. (A huge shout out to Ayisha, the sister who administered the injection with empathy, humor and care.
We were finally requested to wait for 18 minutes to check for any aftereffects. The entire process took no more than 30-40 minutes. We had no less than 9-10 staff members interact with us and the other patients. The way they pulled together, creating a safe, friendly environment and pleasant experience deserves a standing ovation! This is truly world class service.
Here’s three things that entrepreneurs and business owners can learn from that Hospital.
Commit to service that truly delivers.
We are not the first to comment on this service, and we won’t be the last. The reason?
Staff there seem to hold to this maxim of “Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” – Ken Blanchard.
This service has made raving fans out of my wife and I.
The success of that service is in the hands of all those in the chain of delivery.
As indicated, we personally had engagement with 10 staff members. This began and ended at the gate but was continued throughout the “system”. “Customer service should not be a department. It should be the entire company.” – Tony Hsieh
Commitment to service must be driven by the entrepreneur/business owner first.
The experience we had on Thursday happened by design and not default. I suspect that every link in the experience was examined by someone in a role of “quiet leadership”. This is amplified in the quote by Ken Blanchard “Servant leadership is all about making the goals clear and then rolling your sleeves up and doing whatever it takes to help people win. In that situation, they don’t work for you; you work for them.”
Here’s to more heroic service…..like this!