Second-Mile Service

✅ Compassion

Compassion literally means “to suffer together.” Among emotion researchers, it is defined as the feeling that arises when you are confronted with another’s suffering, meet them where they are, understand, affirm them their feelings, their struggles. Let them feel (be) heard. For this is truly what they want….what we all want.

People remember how you made them feel, not necessarily what you said or did.

Is the customer always right?

Hint: It’s completely irrelevant who is right or wrong. The customer must always feel HEARD!!

✅ Difference Maker:

Placing the needs of others first. Going above what is expected to create an unparalleled experience. Listening. Seeking to understand. Paying attention to details. Intimacy/personalization. Willingness to bend/ flexibility. Welcoming, clean, comfortable environment for all senses. Eye contact, smile. Enjoyable. Not loud or overwhelming.

✅ Exceeding Expectations:

To provide a service of excellence that goes beyond what is expected of a working team and clinical experience to offer the “unexpected” in quality of care.