The Little Things Matter Most
My business is all about improving the customer experience. As a result, my friends tell me about their customer service experiences-both good and bad. A few stories I’ve recently heard were about patient experience in healthcare and they brought to light the fact that little things matter most and can have the greatest impact on satisfaction! One story was about a friend’s mother who fell and broke her leg. She required emergency surgery and a couple days in the hospital. After day after surgery, she asked the nurse if she could wash her face and brush her teeth. The nurse said sure....