Sodexo at Lahey Hospital & Medical Center: The answer to great customer service . It starts with YOU!

If you have been reading my blog post, I am sure you know how fortunate I feel to be able to work with a great group of talented and kind colleagues.

I have been conducting Sodexo Customer Service training classes for Food and Nutrition and Environmental Services department colleagues. We learned who is our customer? Why it is important to treat everyone (colleagues, visitors, patients, residents) with CARES (Compassion, Accountability, Respect, Enthusiasm and Service) and why poor service is NOT acceptable(but most powerful) , good is NOT good enough as it is NOT memorable and why great service is what we should always strive for. We need to work together as a team to achieve a memorable experience for all those we served. At Sodexo at Lahey Hospital & Medical Center, we believe Patients are the heart of everything we do.

We have groups discussions, lots of laughter and some honest feedback on how certain behavior could trigger an unhappy working environment and how we could prevent this from happening.

There are no clear path to great customer service. Every moment, every interaction matters. We all agreed it all starts from within. I reminded everyone in the class to remember the joy that we all had when we received the phone call from the Human Resources department offering us our job. The joy and happiness. The will to want to do a good job; the willingness to do what it takes to take care of the patients; the drive to learn and to excel. How enthusiastic we were then! I reminded everyone that we should always remember this great feeling each day when we come to work. It helps to make our day better, our job more rewarding, we become happier and that is when we can truly provide great customer service! It all starts from within and it all starts from YOU!

I saw smiles coming from everyone's face after I said these. Hoping to share this powerful message in this blog.

Hope it helps all readers to stay positive and be the best that you could be each and every day!

Have a great and wonderful day!

Here are pictures and video from my colleagues showing the power of positive attitude and the difference between good and great customer service.