Three Customers in a Few Hours Can’t Be Wrong

When it comes down to it, the best judges of quality of hire are your customers.  So imagine my slightly mixed feelings at getting these three emails within the space of a few hours from my daughter Marni, QoCS (Queen of Customer Service).

1- I came in to find an email sent out to the floor.  It was a kudos to me.  It seems that a nurse called back hours after I talked to her to let my manager know that I was “friendly and knowledgeable”.  Yay me!

2- Jamie from Client Services just came over and asked if I remember talking to a specific nurse yesterday (she’s a supervisor in a generally new account) and she said that I was the only person to be able to do ANYTHING for her and thank you.

3- So a nurse (who is actually pretty new) called and asked for me specifically and it was just a regular thing of taking an order and when I asked why she asked for me she said “because you know what you are doing.”

I was in London for a customer so by the time I read them, it was too late to call and tell her how proud I am of her.  And how happy I am that I was wrong.  (Oh no, stop the presses: mother admits to being wrong!)

This is the kid I didn’t understand until she took a Role-Based Assessment.  I mean, really, I’ve been interviewing people most of my life, been a therapist, done expert testimony.  I gave birth to her and lived with her for all that time – the equivalent of a few years of interviews at the very least – and still did not get her.   Of course once she went through RBA for career help (now online at www.Tools4Careers.com) and I got over the shock of having raised a kid who is that caring she can handle anyone’s problems any time as long as they are very short term, it was pretty obvious she was born to be QoCS.  Even though I thought she was just being stubborn, not wanting to become a psychologist or run a company.

Mom 0, Customers 1.  I think I like being wrong.