Harriet Cabelly, LCSW
Therapist . Speaker . Author
“Today, give a stranger one of your smiles. It might be the only sunshine he sees all day.” ~Quoted in P.S. I Love You, compiled by H. Jackson Brown, Jr.
To update my readers – Nava’s surgery went well; she had it done laparoscopically and went home the same day. She’s doing well, walking around to get rid of the gas and in a good mood. She’s raring to go back to her life at the group home.
My homework assignment to myself is to write a letter to the hospital commending them on absolutely wonderful service all around.
Here’s to St. Francis (in Port Washington, NY), a hospital which truly practices compassionate service to those in a most vulnerable state.
From the security guard in the parking lot, to the volunteer at the information desk, to each and every nurse and aide we came in contact with, to the woman at the cashier in the café, to the aide who wheeled Navi out to the parking lot, there were only smiles, friendliness, helpfulness, and sheer pleasantness.
Actually all this ‘niceness’ started last week when we went for her pre-op tests and exam.
Not an ounce of grumpiness, curtness or anything even resembling a negative attitude was displayed by anyone. Where do you find that nowadays? I know – at Trader Joe’s. I already wrote Dan Bane, CEO, a letter of compliments.
I must assume that part of the job description in these two places is: ‘smiles and a compassionate interest in helping others. Anyone with an attitude will be let go immediately.’
There is never room for any ‘attitude’, nastiness, curtness, sharpness in tone or negativity in a place of service, or for that matter any place that caters to people.
The hospital was also efficient, organized, calm and attractive, which naturally adds to a most positive experience. But I’m focusing here on the people aspect because in the end they set the tone.
I almost forget to say what a mensch the doctor was. He had the combination of experience, skill and great bedside manner.
I’m not saying any of this because the surgery went well. I said this all along the way before we knew the outcome.
So what are these positive humanistic qualities that contribute to a sense of well-being, especially when you’re in an anxious, nervous, scared, insecure state:
Smiles, smiles and more smiles
Friendliness
Helpfulness
Kindness
Humor
Listening skills
That little extra touch
Sincere interest
Compassion
Every ‘worker’ counts and contributes to the overall ambiance of an organization/agency/work place.
Remember, that friendly toll booth person can make your day.
Time for you to join in: Share an experience you’ve had in a work place or place of service that was delightful {or aggravating if you want to vent}. What are the qualities you feel make that positive difference?
Well said, there are many marvellous (unsung) “heros” out there…..give them a smile & a pat on the back…..it’s easy to give some kindness.
be good to yourself
David
Hi David,
You said it – it “should” be easy to give some kindness especially when you’re in the business of being of service.
Thanks for stopping by.
Wow…customer service…I had the experience a couple of days ago while picking up some prescrciptions at a place called W…and rhymes with “beans” that brings this subject into mind. While I was waiting the customary 15-20 minute wait I decided to treat mysefl to a latte (they have a machine that makes it surprisingly well). I had already put my cup in and gottent the frothly treat when I noticed that they didn’t have any sugar substitute out. I aksed the nearest clerk if she could get me some. She acted as if I was from Mars and interrupting her routine. She responded with a dour comment and finally went to the back ot see if there was any. She came back out with a sour face and said, “It’s on order and we don’t have any.” I was taken aback as I asked her nicely if they couldn’t just open a package in the store and explain a diabetic customer needed some sweetener for her coffee. She looked at me blankly and ended up having to get a supervisor to make this monumental decision. The supervisor came and she wasn’t quite sure what to do either. I asked her if she couldn’t find some sugar substitute somewhere in the store…hint…hint. Finally she came with an open package and offered me a couple of packets. Maybe I’m being too hard on these folks..
What this is all leading to is this: The experience gave rise to me thinking about one of the things I do well. I work in a hospital setting with veterans. I’m a medical transcriptionist and have doctors and various clinicians calling me throughout the day with any number of different requests having to do with dictated reports they can’t find or are unable to sign in the electronic record, so on and soforth etcetera. I realized through that silly little experience in the drugstore that I do customer service well.
The people in the hosptial whether they be veterans, doctors, nurses, clinicians are all my customers and on the worst of days I serve their needs as pleasantly as possible. Good treatment is well-received; negative treatment will be remembered as such. I very rarely give myself credit for anything but I couldn’t help but think about this during and after this otherwise unremarkable encounter.
The little things we do and the small kindnesses we extend with service to others really does leave a lasting impression whether it be business or personal. I have many “bad hair” days but always keep it in mind to handle others with some degree of kindness regardless of whatever funk I might be in. Smiles and a willingness to help go a long long way. This seems like a silly comment but I’m offering it up because it seems to fit. I’m not good at giving myself credit for the small things I do well and some days I wish I could be as good to those close to me as I am to my coworkers and customers. This brief incident got me to thinking how a positive attitude truly can be carried into my family ties and personal ties also…Same concept, different set of people.
Sal
Hi Sally,
Thanks for coming by and commenting. Good to ‘see’ you here.
Doing customer service well, as you state, is a biggie. It’s great you can put aside your funk and still smile and extend positiveness.
Oftentimes it is easier to be good to our non-intimate circle of people than it is to our close circle. Our ties to our ‘close’ ones come with expectations, hopes, reciprocity, ‘demands’, disappointments and even pain. It’s easy to extend oneself to ‘stranger’s where there are no ‘real’ connections.
I like your line – “same concept, different set of people”. But those (close)people come with a past history and baggage, as we all do. And within our own circle, the baggage is opened; and must be dealt with, or not. And many times, that’s no easy task. That’s what takes the real work.
See you again.
Hi Harriet,
I can’t think of any personal experiences over the last few days about good service. It is not that service was no good, but my mind is just blank at the moment.
But I am a sucker for good service and believe in providing good service to others as well. The way forward is always to reach out without expectations right at the start. You will be amazed at the returns you get eventually.
The hospital you described sounds really nice. I wish all my country’s hospitals and clinics can provide such outstanding service. We are not there yet.
Hi Jimmy,
Don’t worry, most of our city’s hospitals are not there yet either. This one is an exception. That’s sad to say; they should all be like this one, especially where you’re interacting with sick and scared people. They really need the TLC.
Hi Harriet,
I’m very happy for you. There’s nothing like smiles, helpfulness and a pleasing environment when you are going through tough times.
I am reminded of my experiences in Japan. I admire how service is built into their work ethics. Even a person with an attitude has to make attempts to try and appear helpful. Of course, you can always find exceptions every now and then. However, the beauty of the customer service there is that it is built into the process and work culture, without which it would not have been the same.
Way off topic, but I think even governments can be improved if they allow the right processes to set in.
Mark