The Customer Experience: Trust

The lessons I learned as a health care consumer has influenced and shaped the way I treat all of my customers.  Every industry and every client will have their own unique needs but the elements of trust and delivering a superior service or product are universally important. In any business, when you do the right thing for your clients the money will follow.   

Trust in business is important but I feel this is even more critical in the business of health care.  In health care, building customer trust means putting patients’ interests first through providing transparency and competency in the situation regardless of how much profit or gain could be made.  The customer experience should revolve around superior service and exacting precision with the end goal of earning trust. 

Growing up I often accompanied my grandparents to doctor appointments to translate and at times help them make decisions.  This responsibility as a young adolescent was at times overwhelming but I was glad to be there especially when they felt they couldn’t trust the medical staff.   For example, when my grandfather was prescribed medication where the dosage was exceedingly high which caused permanent hearing loss in his right hear. This led us to search for other doctors.  What did make us trust a doctor and their medical staff? When we felt we could trust them with the small things that were in the end big things.  Such as treating us with respect the moment we walked in the door.  Attentively listening.  Genuinely caring. Empathically understanding.  Providing a variety of viable options from which the patient could choose. Being competent on the job, from the small details to the big ones.  When my grandfather found a doctor he could trust, the rest of the family became curious. In time, his doctor became the doctor for the entire family. Through the trust this doctor gained from one customer, many others followed.