By Amanda Morrissey, Customer Impact Editing Manager


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If you’ve ever had the unfortunate experience to visit the ER, you know they are generally not the most pleasant of places. Waiting rooms crowded with sick and hurt people desperate to get medical attention, front desk staff members who have been on duty for hours on end, dealing with upset people, without much of a break, and nurses and doctors who are overworked and trying to efficiently care for as many patients as possible. It’s definitely not a place I would expect to encounter what I would consider great service, but just recently, that’s exactly what happened.

I have never encountered a nurse as pleasant, attentive, and caring as the one I met a few weeks ago at a small local hospital. Being at the hospital is always a nerve-racking experience, but he made us feel at ease the minute we walked in the door. He made our arrival as smooth as could be, and he even pleasantly moved us to a different room when we noticed an unpleasant cigarette smoke odor in the original room we were given. No grimace of annoyance, no grumbles, no questions asked: he moved us immediately and with a sincere smile.


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By the end of the visit, we were convinced that we were the only patients there, although when we asked, the nurse let us know that was definitely not the case and that they were actually quite busy. The doctor was wonderful as well, but this nurse really stood out. We were amazed at how caring one person could be and how he could make what is often a frightening experience one that was as free of trauma as possible. He checked on us often, brought us the things we needed, updated us on the tests that were being done and how long they would be, and just generally chatted with us and was friendly. By the time we left, we felt like we were old friends.

Have you ever encountered great customer service in an unexpected place, either on a personal visit or a mystery shop? How did it shape the experience you had?



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