National Patient Experience Executive ➥ CAHPS Expert | Human-Centered-Design, Behavioral Science & Organizational Transformation ➥ Experience happens whether you focus on it or not—Choose wisely.
Words Matter. My son decided to open a bakery… in our kitchen. He is almost seven. His first customer? His father. He ordered verbatim: “May I please have turkey and mustard on top of a croissant with cheese.” Pictured below. Nailed it. L I T E R A L L Y ! Whether in healthcare and explaining things in a way a patient can understand and showing you are listening carefully or any other interaction for that matter... WORDS MATTER. AND, you'll be happy to know, our son's business continues to thrive! #PerceptionIsReality #PatientExperience #Communication
That looks EXACTLY what was ordered, Valerie! Smart kid!. I saw a box of crackers that had a perforated tab on top and directions that said, "Tear across the top." I asked my wife, "Why would I need to cry on this box of crackers in order to open it?"
Your son is great at following directions!
Your son’s entrepreneurial flex is strong Valerie Choniuk, MPA-HCA, CPXP and thank you for sharing. Personally, I think he nailed it 8/10, I’d totally eat this. 😂👊
He got what he asked for 🤪 #wordsmatter
I love this Valerie such an amazing example. In healthcare we have a greater responsibility when we listen to be more compassionate and empathetic. I agree 100% words matter, even the words they DON’T say!! #empatheticlistening
Love this - so true! (although, I'll take a croissant in any form :) )
This is awesome!
Send the link so I can place my order lol!
Valerie: Kudos to your son for listening and delivering on the request - 100% tray accuracy. Yes, words always matter!
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
1yValerie, I emoji 👏 your post to express my appreciation to you for sharing, and kudos to your son for listening when "words matter". I whole❤edly agree! And then some. Emotions matter, too. To earn patient and customer loyalty, don't get inside their heads. Get inside their hearts. Create an emotional connection. In this particular case, your son not only heard his father, he felt it, in advance. The father had cared for his son, and now the son had cared for his father. It is especially the same in healthcare. Patients don't care how big the hospital is. They only care about how big the doctors and nurses care about them. Clinically, words matter. Bedside face-to-face, emotions matter more. Thank you for sharing your personal story and insight. I very much appreciate you. As you are always, be GREAT out there!