I've just been brainstorming with a colleague who is teaching a 50 minute Active Listening course tomorrow. It brought to mind a great story from "Influencer" by Kerry Patterson et al - a book I strongly recommend. It is about a regional hospital in the US where feedback was that families didn't feel treated with care, dignity and respect.
The core message of Influencer is to find "positive deviance". This is to identify where people are successful, identify what are their key behaviours and copy them. In this case they identified 5 specific actions:
1 Smile
2 Establish eye contact
3 Identify yourself
4 Let people know what you are doing and why
5 End every interaction by asking "is there anything else that you need?"
None of this is rocket science and none of it is about medical expertise. They are simple behaviours that make people's experience better. But relentlessly pursuing them resulted in dramatic improvements in customer feedback and the centre becoming best-in-class among its peers within a year of the new focus.
What simple steps can you and your people take to ensure your customers feel appreciated?
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