Comments on: Are You Delivering Tiffany-Quality Service to Your Attorney-Clients? http://www.legalnurse.com/vickiesblog/2010/01/are-you-delivering-tiffany-quality-service-to-your-attorney-clients/ Wed, 08 Feb 2012 21:02:03 +0000 hourly 1 http://wordpress.org/?v=3.1.1 By: Diana Schmitt, RN, BSN, CLNC http://www.legalnurse.com/vickiesblog/2010/01/are-you-delivering-tiffany-quality-service-to-your-attorney-clients/comment-page-1/#comment-2758 Diana Schmitt, RN, BSN, CLNC Thu, 28 Jan 2010 17:01:55 +0000 http://legalnurse.com/vickiesblog/?p=6054#comment-2758 I had an experience where I was "Tiffany" and I didn't know it at the time. Recently while at work, I admitted a new patient who said, "Oh, I know you!" I looked at her in surprise because I had no recollection of having met her anywhere. She told me that she had been a patient last year unrelated to her present diagnosis. At that time I had not been her admitting nurse but I was charge nurse on the following shift. When it was bedtime, she said that she had been discouraged because her chronic illness had become so debilitating. That night was especially difficult for her and nothing had been ordered for sleep or anxiety. It seems so many times our initial answer for a problem is a pill. In this case according to her, I sat next to her bed and explained more about how a rehab unit functioned and what her therapy course would entail. Then she told me that I brought her a cup of hot tea and cookies cradled in a napkin carefully placing them on her bedside table. As I was still trying to remember her face from before, she thanked me for being so tender hearted and that the presence of that hot cup of tea and cookies watching the little trail of steam from the tea drift upwards and finally reaching her nostrils was very calming for her. It wasn't until later in the shift that I remembered her and taking her that cup of tea. My main motivation at the time was so that I could document non-pharmaceutical interventions before requesting a hynotic or anxiolytic from the doctor. Contrary to what we are taught as nurses, at the time I really didn't expect that cup of tea to do anything to the extent that it did. Customer service in any backdrop makes a difference. Even Vickie the master of unrivalled customer service responds by opening her wallet to excellent customer service as described in the blog. I also recently had an attorney contact me for testifying expert location. This attorney had thirteen marketing mailers sent to him from me. He finally had a need for my services and remembered me. Unlike the "Tiffany" who took my patient a cup of tea unaware of its full effects, this "Tiffany" knows that future business depends on excellent customer service and its impact. Thank you, Vickie and Tom for buying a new mattress and sharing the real Tiffany's unrivalled customer service. I had an experience where I was “Tiffany” and I didn’t know it at the time. Recently while at work, I admitted a new patient who said, “Oh, I know you!” I looked at her in surprise because I had no recollection of having met her anywhere.

She told me that she had been a patient last year unrelated to her present diagnosis. At that time I had not been her admitting nurse but I was charge nurse on the following shift. When it was bedtime, she said that she had been discouraged because her chronic illness had become so debilitating. That night was especially difficult for her and nothing had been ordered for sleep or anxiety. It seems so many times our initial answer for a problem is a pill.

In this case according to her, I sat next to her bed and explained more about how a rehab unit functioned and what her therapy course would entail. Then she told me that I brought her a cup of hot tea and cookies cradled in a napkin carefully placing them on her bedside table.

As I was still trying to remember her face from before, she thanked me for being so tender hearted and that the presence of that hot cup of tea and cookies watching the little trail of steam from the tea drift upwards and finally reaching her nostrils was very calming for her.

It wasn’t until later in the shift that I remembered her and taking her that cup of tea. My main motivation at the time was so that I could document non-pharmaceutical interventions before requesting a hynotic or anxiolytic from the doctor.

Contrary to what we are taught as nurses, at the time I really didn’t expect that cup of tea to do anything to the extent that it did. Customer service in any backdrop makes a difference. Even Vickie the master of unrivalled customer service responds by opening her wallet to excellent customer service as described in the blog.

I also recently had an attorney contact me for testifying expert location. This attorney had thirteen marketing mailers sent to him from me. He finally had a need for my services and remembered me. Unlike the “Tiffany” who took my patient a cup of tea unaware of its full effects, this “Tiffany” knows that future business depends on excellent customer service and its impact. Thank you, Vickie and Tom for buying a new mattress and sharing the real Tiffany’s unrivalled customer service.

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