This video teaches a powerful customer service point – probably without intending to at all. As I set expectations for the type of experience our patients and residents deserve and WILL receive at my facility, I share this video when talking about the reality of having to meet that standard even when we’re having a ‘bad day.’
I know cars don’t start. Boyfriends can be jerks. Kids can be sick. People can cut us off. My team could be playing while I have to be at work. Life can totally get in the way of well … Life. But, as far as our residents are concerned, they cannot have any idea, none whatsoever, that we are not 100% focused on their happiness, treatment, and recovery. Does this mean we shouldn’t share our lives with our residents? Yes. It means we shouldn’t place our worries and concerns on residents who have serious worries and concerns of their owns. Like in the commercial above, if we’re having a bad day or we wished we weren’t at work, we cannot let our resident have a clue. Like the girlfriend in the commercial, she has to know that her boyfriend is sincerely devoted to her.
Don’t get me wrong. I’m not advocating deception. I’m advocating a customer satisfaction truth that we are always on stage when we are around our residents and patients. The ‘floor’ is our stage. And, no matter how bad your life is today or what great reasons you have to not smile, when you’re on the floor, you’re on stage and, in order to give the resident the best experience and best care, they need to see us at our best.