CarePower^® Service Recovery: A ‘High Impact’ Opportunity!
 
Several weeks ago on an evening shift, John Thomas*, Environmental Services Manager, and Ann Palmer*, Environmental Services Supervisor, received a call from the Hospital Guest Relations Manager. It seems a patient was unhappy with the condition of her room.

John and Ann immediately went to follow up with the patient, but when they got to the room, they found that the unit nurses had already switched the patient to another room. While the patient was pleased with the new room, John and Ann tracked down the patient and listened to her concerns.

To further ensure that the patient would be pleased with the rest of her stay, Ann volunteered to clean the room personally the next day.
First thing the next morning, while cleaning the patient's room, Ann talked with the patient for quite a while –not just about the room, but about how she was feeling and where she was from. Ann also noticed that the patient was in need of a robe. Thinking quickly, she went and obtained a robe usually reserved for VIP Guest gifts. When Ann presented the patient with the robe, the patient was moved to tears, saying she had never seen people so nice. "I just wanted to make sure she was happy," said Ann.

A day later, the answer to whether she was happy or not, was even more evident. The patient, who had been discharged, sent an abundance of flowers and plants and chocolates to the Nurses -- and to John and Ann. The patient was not only happy, she was ecstatic. What started out as a potentially bad situation was transformed into an incredibly positive one thanks to a little time, thoughtfulness and caring by some employees.

This is the POWER of CarePower^® – not only resolving the problem, but even more importantly, taking care of the customer's feelings overall. And, it leads to the greatest of all CarePower^® rewards—the Moment of Joy!
 
*While the story is true, the real names of those involved are not used here.