The number one rule in life should be do the right thing. With some people, that’s apparently easier said than done.
· It takes just as much effort to do things right as not.
· And it is the same with good service.
Let me tell you the rest of the story about my accident and the care I received. After calling 911, I received great assistance from the responding paramedics and a comfortable and speedy ambulance ride to the local hospital. I received great attention and service from the closest trauma center: the doctors and nurses checked on me frequently, provided all appropriate information, and were very professional and concerned. Unfortunately, they didn't have the right kind of doctor and had to refer me to another trauma center 50 miles away. The second hospital had the needed medical providers, but the staff and the nurses barely communicated and treated us like we were an inconvenience. The first hospital did all the right things and did them right; the second did all the right things but really didn't do them as well as they could have. Service in any setting is so important - competence without care and concern is never as good as competence with genuine care and concern. Integrity in service includes a smile, a willing and concerned attitude, and a professional and competent approach. That's why hospitality in health care is such a winning combination today.
Don Peppers (born 1950): American advertising executive, author, customer experience expert, and keynote speaker.
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