Actions and consequences

A customer went to visit a healthcare provider recently for a blood test.  

Two employees working that day behaved as if they wanted to be anywhere else. They acted as if dealing with the customer was a chore. When they couldn’t get the vein, they dismissively told the customer that she would have to go somewhere else. They didn’t make an effort to be accommodating, they didn’t make an effort to provide a service for the patient, and they didn’t make an effort to be kind or considerate. 

This type of situation stays in the mind of the customer. Why would she return for this kind of treatment? There are other healthcare facilities. Facilities that may treat her like a human. This wasn’t a Marketing failure; this was an Operations failure.

Why do employees behave this way? More often that not, it comes from the top. If leadership doesn’t value employees, the employees are less likely to value the patients/customers. We give what we get. And if leadership doesn’t value customers/patients, why should employees? Why bother? What incentive is there?

How are you supporting your customers? How are you supporting your employees? And most importantly, how are you supporting your front line employees, the ones working closely with customers? The ones who have a direct impact on the Customer Experience?