When customers visit the pharmacy, Vision Center, or clinic, it’s because they need help. And people go to work in health care because they want to help. But sometimes the day-to-day routines and processes cause people to move away from that purpose.
So how do we show customers we care? The answer lies in remembering that our purpose—helping people—trumps tasks. It’s about Moments of Care.
Twenty-nine associates traveled to Orlando, Fla., to partner with customer service experts at Disney Institute (yes, that Disney) to create the new program.
It was then piloted in Region 5 in Texas. Lisa R., Tené G., and Shantay P. helped teach Moments of Care to thousands of associates, training them in delivering great service and applying the new Spark Standards to every interaction.
Workshops have featured associates of all levels. “There’s not a different expectation for leadership,” says Tené, HR business partner, Health and Wellness Operations, Regions 5, 6, 8, and 44, Carrollton, Texas. “We ask leaders what they think will create the change. It’s you! We tell them to take a picture of themselves—a selfie reflection—because they are going to be the catalyst for change. The model they set for their team will make that change. They have to empower associates.”