Thursday, June 30, 2005

The human touch

"Hi, Bev," Chris greeted me as I walked through the door of Blood Source. I was there to donate my 12th pint of blood. I remember being surprised the last time I was there that she remembered my name. She's always been very friendly, but she must see hundreds of people a week.

Someone new led me to the interview room where she proceeded to treat me as if this was my first time giving blood. She carefully explained everything in detail, including pointing out the "signature" line when I hesitated a split second before signing the form. The last time I was there, I remember having a nice chat with the intake person, while she very efficiently took me through the process.

By the time I was ready to have my blood drawn, I was feeling like #109 in a long line of faceless donors. As I got in the chair, the new person explained that Chris would be coming soon to take my blood and gave me more basic instructions, as if I had never been there before.

Chris chatted while she quite efficiently took my blood donation. When new people walked in the door she greeted them by name too.

When I left the blood draw station, I realized what a big difference it meant going that one extra step to be friendly to people and how much better it made the consumer feel when someone acknowledges them as an individual rather than just member of the faceless masses.

1 comment:

Marvin Nunez said...