September 22, 9:44 pm
If you were my wife … (a customer service story)
A crazy scene occurred the other night, and without going into all the details, my wife ended up getting bit by a dog she was trying to save from being hit by a car. It was a painful bite, and her forearm was gashed from the fangs.
During our visit to the emergency clinic not far from our house, I was intrigued by something the attending physician said. As he was examining the wound, he murmured, “If you were my wife, how would I want to treat this?”
He was thinking out loud, but I was impressed with his perspective. What an excellent approach to customer service!
Wouldn’t it be great if everyone thought along similar lines (assuming everyone got along well with their spouses?)?? What a different business world we might have if people approached customer service with the same mentality as serving a close member of his/her own family!
Thankfully, my wife will be okay, although she’s still in a fair amount of pain at the time of this writing. But I’ll never forget watching that doctor mentally process how he wanted to proceed based on how he would do so if the patient were his wife. It’s a great perspective … and so I share it here so that others might consider it as well.
Filed in Best Practices, Opinion, Customer Service, Workplace

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