Forbes profiled Tulsa-based Oklahoma Surgical Hospital for its comprehensive customer service.
Contributor Shep Hyken relayed the experience his friend's father had at Oklahoma Surgical Hospital:
1. The surgery center offered an array of amenities, including free valet parking.
2. Once the patient entered the center, he turned in his paperwork and was given a pager, which allowed him to walk throughout the facility before the procedure.
3. A nurse went around handing out blankets to patients who were cold in the center.
4. The same nurse gave the patient her phone number in case he had any questions.
5. The relative noted the food at the center was good.
6. As the patient and his family were readying to leave, the nurse called valet to bring their car around so it was ready and waiting.
7. The next day, the nurse followed up with the patient via phone call.
For organizations looking to learn from the anecdote, the author had three insights: Map the process, ensure everything is adding value to the process and pay attention to the details.