Yes Or No Answers VS Wasting Clients' Time
“How can we ensure the members in our spaces feel valued & seen?”
When I brainstorm with a boutique studio client, this is one question we return to, often.
In the past 18 hours, I have made 4 phone calls and sent 6 very short & polite emails in search of licensed home-care providers for my mother.
Per the stipulations of her longterm care insurance policy (which she smartly decided to purchase back in the late 1990s & pays a handsome amount, annually) I asked 2 simple questions:
Are your care providers licensed & willing to provide a copy of their license? and
Are some or all of your providers an RN, CNA, LVN or LPN?
One would think that this would be simple to answer yes or no & if by email, to perhaps send a resource or two, and/or a bit more about their company & how they help elderly people needing dignified care.
You would be incorrect.
I received 2 email replies from 2 companies, 1 right after the other.
Both emails did not answer my 2 simple questions.
Both asked me for a phone call.
I firmly believe one way to ensure a client does not feel valued or seen…is to not answer their questions, yet want to continue to take their most valuable currency of all (their time).
Do you agree?
…but to end this on a happy note: the 10th contact not only had an informative website, they also had a pleasant person answering the phone who answered my 2 questions confidently and they were the answers I had hoped I would hear. Finally.
Have a great rest of your week!
(& Happy Easter & Passover, if you celebrate!)
Noël
P.S. Purchase our customizable Employee Handbook Template HERE. Remote ways to work together are here.