Most customers don't complain. They assume that no one cares what they think and complaining creates a scene rather than positive change. Ask customers simple, sincere questions to get to the heart of their perceptions of care. Deliver plus one. Exceed customer expectations.
Consistency creates credibility.
7 Concentrate on your strengths This method works in practice. Department directors made rounds in assigned rooms, including waiting areas and outpatient departments, speaking to customers daily. These guardian angels, recognized by guardian angel pins on their lapels, had the authority and accountability to correct even the smallest problem before it escalated. This decreased customers' negative impressions of care in the facility, so customers spread less dissatisfaction in the community. Quarterly patient and employee satisfaction surveys improved as a result of the program.