Yesterday I had an appointment with an important and trusted health care professional. I only engage with this professional as needed, and since my previous appointment over a year before, he had relocated to a different parent company.
When I received the letter notifying me about the move I felt surprised and a little apprehensive about moving with him. I’d been receiving care from the original company for a very long time and wasn’t sure where my loyalties should be.
I trust this person so I decided to follow him, and I’m SO glad I did!
What an eye-opening experience! At the new location:
- Every person I interacted with was upbeat, friendly, and engaging.
- The team was efficient without rushing me, giving me ample time to get the services and supports I needed without taking more time than necessary. They communicated clearly with each other, and it was obvious that each team member knew their role and did it well. It was also obvious that they respected each other.
- The building itself was bright, clean, and welcoming.
- The use of technology was thoughtfully incorporated into my appointment to capture detailed notes about my needs and the action steps we would take, ensuring a solid record to refer to in the future.
Most importantly, I got to see my trusted advisor at his absolute best. Whereas before I received great care but could sense stress all around me, everything about his manner now exuded confidence, groundedness, trust, and focus. When I mentioned how great the new environment is and how happy I was for him, the look on his face said it all!
This is the power of creating a positive work culture where the team has shared goals, respect for each other, and are encouraged to excel in their individual areas of expertise. People bring their best to this kind of workplace because that workplace supports them to do so.
As a customer this is a win-win – I get the best service, and I am pretty sure the team will be there the next time I need them as they won’t get burnt out from the working conditions.
As a leader, just imagine the wins from an environment like this! Customer satisfaction, easier employee attraction and retention, operating efficiencies, and people actually enjoying going to work!
Have you had an experience like mine? Please share it in the comments!
