Customer service is something we do every day of our lives – at work and AT HOME.

 

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Reputation

Every one of us works in customer service, no matter what our job.  And, customer service is not only something we do as part of a work situation, but customer service is also something we do as part of our friendships and family relationships.

As part of providing good customer service, our actions and interactions are so important. 

OK… stay with me here.  What we do and what we say can easily be misunderstood, cause hard feelings, or ruin reputations.

Let’s go back to associating this in the way we act or do ANYTHING — at work and at home.  Those of us who have children, those of us who are married, those of us who have any family members or friends at all (that’s pretty much everyone alive) can say something that is not interpreted the way we intend and start a snowball of negative feelings.  We really have to be so careful what we say and do.  Not to say we should be on guard for everything, but we really do need to consider what the affect of our actions or statements could be.

As far as at work, each of us provides customer service not only to ourselves but to the others who work with us.  Things happen so fast, and, sometimes, we can destroy a client relationship or a co-worker relationship with just one action or statement.

Many of us run on impulses.  I did this the other day myself!  I called to check in on a client and they started going on about a dissatisfaction that had nothing to do with myself or my own actions… but the response I made caused a defensive / angry reaction in them.  With the fact that they were displeased and I was trying to “help” sort out their issue, they misconstrued what I was trying to convey.  Luckily I was able to explain, and they “got it” and all is good; but we don’t always have that opportunity.  Sometimes a relationship could be severed with no opportunity to repair it.

Reputations are on the line every moment of every day and with every interaction — at work and at home.

A positive reputation is priceless. 

In my 48 years alive I’ve seen it again and again.  You can do years and years of good work and good efforts, and it’s over in a second.  There’s always a story in the paper about a fall from grace.

My intention with this article is to put out there that, instead of “jumping the gun” when making a statement or performing an action, it may sometimes be worth taking a breath before answering or acting.  Think first, act or talk second.

I believe it’s better to PREVENT a negative situation from occurring in the first place instead of having to try to patch it up or repair a damaged reputation or relationship.

Any thoughts, tips or words of wisdom are welcome!  Contact me with a comment or email doreen@timetoplay.com.  

Authored by: Doreen Guma

Doreen Guma, MA, FACHE, CPC, CLC 

Doreen holds a Bachelor of Science in Management, a Masters in Business and Policy Studies, is a Fellow of the American College of Healthcare Executives (a board certified healthcare executive), a Certified Professional Coach and a Certified Life Coach.

Doreen is the founder of Time to Play, a place to find resources for a better life.  She came up with the Time to Play Philosophy that you have to be happy, healthy, have money and a work / life balance to have quality of life, and believes everyone has the right and the ability to enjoy life.

Doreen has worked in healthcare since 1987, 14 years in a hospital and since 2001 in skilled nursing facilities.  She has held positions in administration, as the Director of Quality Improvement, Risk Manager and Director of Medical Records.

In 2005 she and her husband opened D. James Marketing, a healthcare specific consulting firm which assists healthcare organizations with new program generation, quality improvement, staff and client satisfaction, event coordination, coordinating educational symposiums and more to help spread the message about the healthcare servics they provide. The primary goal of D. James Marketing is to educate the community about resources that are available so people may know where to seek help in the event of a health need or a health crisis with a focus on proactive prevention. 

Contact: 631-331-2675
www.TimetoPlay.com
www.djamesmarketing.com 

Email: doreen@djamesmarketing.com 

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