In these uncertain times kindness is needed now more than ever. We are all stressed. Everyone. The pandemic has affected us all. So when you are actually kind to someone, it stands out. It’s similar to the old lighthouses that used to guide ships into the harbor. Kindness brings peace, even if it’s for only a moment. It’s a welcome respite from the reality we are all living today.
So making kindness a part of your company policy is clearly the wave of the future.
Let me tell you a quick story…
Being a breast cancer survivor (I’ve been cancer-free since 2012), I have had to go to many doctors over the years. I remember one office in particular.
Like many medical offices, this doctor had his share of staff turnover. Over the years, I was greeted by all sorts of people, and most of them were great. My doctor has a good grasp of what great customer service should be, and it shows.
A while back, however, I arrived for my appointment and was given a lukewarm greeting by the woman behind the desk. Since this sort of greeting is unusual for his office, I noticed it immediately. She said good morning to me (with no smile on her face whatsoever) and got me in to see the doctor in due course. Her motions were all mechanical, and she exhibited no warmth or interest in me at all. I actually felt like I was bothering her! As I sat and waited for the doctor, I noticed that no one in the office was smiling or joking around with each other like they usually did. In fact, there was a depressing and heavy feeling in the air. It was as if her attitude was infecting everyone who came in contact with her, and the energy in the office was horrible. It was contagious, and I’ll admit that I wasn’t in the best of moods when I left there.
A few months later I arrived at my doctor’s office and took a deep breath as I opened the door. However, when I walked in, I was greeted by an entirely different person. This young lady was the complete opposite of the other receptionist. She was warm and friendly and smiled broadly at me the second I walked through the door. As I signed in, she amiably chatted with me and quickly ushered me into the office. As I sat and waited for the doctor, I noticed that every patient who left had a smile on his or her face. The receptionist was warm and friendly to everyone and seemed genuinely interested in each patient. A far cry from the previous month! I could actually feel the difference in the energy in the office. It was happier and felt lighter somehow. When I left, I had a smile on my face and felt happy.
Now which receptionist would you prefer to be greeted by? I know what my choice is.
Here’s an even better question: How many clients would my doctor have lost had he kept that first receptionist? My guess is several.
One of the reasons why this doctor has a successful practice is because he and his staff are nice to people. People like going there because they make them feel good inside and out, and the service is great.
Being nice to people creates customer loyalty.
If you want to offer concierge-level service to people, just be incredibly warm, friendly and approachable.
Just be kind.
(By the way… if you are interested in training your staff to offer concierge-level service, I have tools that will help your staff be positive to customers even when their personal life is falling apart. Just visit www.KatharineGiovanni.com.)
Until next time,
