You have the POWER to satisfy
Have you ever gone to a restaurant and received a bad meal. How did you feel? When you expressed your dissatisfaction, was something done immediately to correct the problem?
CHOICE #1 If NO, how did you feel when you left? Did you tell any of your friends or family of the bad experience? Would you recommend the place to others? Would you want to go back there?
CHOICE #2 If YES, how did you feel when you left? Did you tell any of your friends or family of the quick, appropriate action that was taken to satisfy you? Would you recommend the place to others? Would you want to go back there?
Our customers are no different! When they have a concern, they want and expect the same response from us that we expect from others. YOU HAVE THE POWER!
Example: A family member complains to you that a CNA washed their mother's hair last night and she just got a shampoo and set at the beauty shop yesterday morning. Will the customer leave you feeling something was done immediately to correct the problem? Choice number 1 or 2 above? YOU HAVE THE POWER to control that choice! Offer to have her hair done again at the beauty shop. Have coupons available at all nursing stations staff can use to give free beauty shop services to patients when mistakes are made. These coupons could be signed by the charge nurse to activate them for accountability purposes.
This is just one example. Remember YOU HAVE THE POWER to control how the customer feels, whether the customer leaves choosing CHOICE #1 or CHOICE #2. If it's a concern that you feel you can't handle, take the customer immediately to your supervisor. Let's never let a dissatisfied customer leave the facility.
Happy customers result in positive scores on Quality Assurance Cards. At many centers, Quality Assurance Cards are mailed to the family two weeks after admission, two weeks after discharge and twice a year during the patient's stay to be completed and returned. These cards are also located in the lobbies for customer use at any time. The scores from these returns could create opportunities to reward employee's with a bonus! A scale of 1 to 10 is often used with 10 being excellent. Your centers goal should be 9 or higher in each area!
Remember: this is a team effort. Low scores in any area are the responsibility of all departments and partners, not just the department with low score! Example: Call Lights scoring 8.14. Everyone is responsible for answering call lights. Together you can achieve a goal of 9.0 in all areas of customer satisfaction! YOU HAVE THE POWER!