Customer Service and Trust

I’d like to thank a friend and colleague for inspiring me to develop a presentation on customer service and trust. He’s a nursing home administrator and believes that the only way to provide great service is to develop a trusting relationship with those you serve. He’s right. We presented it together and it was well received by his staff. I’d like to share some of the highlights of that presentation.

Our Goals

We try hard each day to provide superior customer service to residents, family members, physicians and each other. After all, the way we treat each other is a direct reflection of how we treat our residents and others. We want to earn the trust of those we serve and this takes time and dedication. It is about building relationships and anticipating the needs of our residents and families.

Superior customer service can only be achieved when we work hard to earn the trust of others. Everyone should be encouraged to openly and honestly share their ideas to improve service. Customer service, hospitality and trust may be the only difference between us and our competition. That’s how important these things are and we must take them seriously.

Earning Trust

How do we go about building trusting relationships with our residents, families, vendors and each other? Attitude is critical. We must project a genuine positive attitude and strive to earn the trust of others. People feel our attitudes without us saying a word. It is an energy that others are drawn to or repulsed by. We will project a positive attitude of service and servanthood care. That’s why we are here, isn’t it?

We are also to hold a person-centered and family-centered philosophy of service and care. They are the reason we are here. They pay us. Within this philosophy, we do not allow anxiety to exist very long and pay one-on-one attention to others’ needs and requests. We speak only a language of care and love. We practice effective accountability and admit to mistakes, because we all make them.

Earning trust involves a deep commitment to doing what is right and good for others. In order that do that, we must take the time to know and understand our residents, families, vendors, and others. “Person-centered” means we know much about these people including their likes and dislikes, preferences, personality, habits and many other personal characteristics. Once we know them, we pay attention to details, because every little thing matters. Do they prefer coffee or tea? One cream or two? A newspaper in the morning to read or turn on the television on while they are waking up? Little things mean a lot.

To up our game in customer service and continue to build trusting relationships, we must also be committed to continual self-improvement, and never become stale or mediocre. We cannot rest on our laurels or settle. We must remain fully engaged and fully present. And to keep trust, we must take ownership of the care we provide, the service we deliver and our errors along the way. It’s ok to say “I’m sorry” when we mess up. Most people are very forgiving.

Characteristics of Trust

What must we possess in order to deliver a high level of customer service and not only develop trusting relationships, but maintain them for the long run? Everything we need, thankfully, is already inside us. You just have to look for it and awaken it. Things like awareness of others, patience, dependability and kindness are invaluable when it comes to great service and trust. Sensitivity to others, ethics, values, principles, and a positive attitude are also critical elements to possess. Have you used these lately?

Final Thoughts on Customer Service and Trust

Someone, somewhere, once said “It is far better to be trusted than to be loved”. I guess this person was pointing out that real love cannot happen without trust. We must trust before we love, right? So, the point of my friend’s idea on trust and our presentation together was a simple message – build trust through great customer service and you are ultimately creating a culture of love. Amen.

More About Customer Service

• Customer Service from the Heart
• Working with Challenging Families
• Hospitality in Senior Care
• Customer Service in Health Care