FOR PEOPLE WHO COULD BE PATIENTS:
The lawn service can’t talk to me as a person. I’m a client. I can’t be treated as an individual- as one would treat one’s friend. I have to fit in to the company’s policy. We cannot have a conversation about what I really want. I’m not asked. My voicing such is always a complaint, a thorn not fitting in to policy.
Companies are not held to a standard of relationship that friends hold each other to. Friends WANT to have those standards: to be known as an individual, to know another as an individual, to celebrate and respond to those differences.
Company policies justify such obtuseness by saying they can’t make money treating everyone as individuals, policy is required. The company could not exist without a standard policy giving average service satisfactory to most of the people most of the time. It’s never about excellence, something one would want to give a friend.
Excuses for such diminishing treatment: the company has to see too many people to treat people as individuals. It would cost too much. The company couldn’t make a profit. It would go out of business doing that. It would take too much time.
We tolerate such generic treatment. Just average me into your schedule and give me your average service. You are an average company, caring an average amount. I’m only worth average treatment and consideration. That’s all I want and expect.
How disappointing a life! Most of our interactions are with such companies treating us like this. We expect to BE a PATIENT, rather than being a PERSON having a feeling of being patient. Moo. Don’t stand for it!
Expect more. Ask for more. You’re worth more than that! It’s definitely OK to ask for better treatment. We are worth it.
FOR US, GIVING YOU SERVICE: (Here’s how we talk to ourselves:)
If I don’t like getting treated as a client, with crummy policy brush-offs, instead of as a person, I CERTAINLY don’t want to slip into this mindset when I’m acting as a company’s (my practice’s) representative having a relationship with a person. Really listen to each person. Want to hear her individual concerns and values and respond appropriately- because you went off automatic to listen and hear what she just said.
Don’t be a policy wonk. You have to think. Be yourself, with this truly exceptional mindset. Be genuine and authentic. Policy, jobs, companies, businesses AND OUR PRACTICE should be a starting point to get real: a guideline only so you can be individual, prescriptive, authentic and genuine, wanting to catch differences that pull your best out of you to give a person something of value TO THEM.
Almost nobody’s doing this. It’ll be exceptional and pretty sensational, really.
Giving like this to another person, your best, you are giving it to yourself as well.
W Bryon Satterfield, DDS, MAGD
General dentist in The Woodlands with excellent care, skill and judgment from decades of experience in precision practice and teaching. Things work! 281-363-1571
Visit his website: docsatterfield.com