As hospital staff, nurses, managers, and administrators, we are all too familiar with the term “referrals.” We know referrals are the lifeblood of our hospitals and healthcare systems. We track referrals monthly, determine where they come from geographically, worry when they are down in numbers, and celebrate when they are up. But do we ever stop to think who those “referrals” actually are? Customers! People!
That’s right, people that have primary care physicians who care for them – in many cases over decades – have trusted us to help aid in their patient’s care!
If we thought of and treated these “referrals” as the mother, father, sister, brother, or child that they all are, we would never have complaints because we would do all we could to make the process as stress free and as comfortable as possible.
National “Get to Know your Customers Day” is simply a reminder to have a heart when we are working with our “referrals,” and consider them as the individuals they are:
H – Have Compassion
E – Exceed Expectations
A – Appreciate Differences
R – Remember to Listen
T – Treat all with Respect
Every team needs a refresher about these core skills and behaviors now and then. So please contact us to for customized training on customer service and sales.
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