It’s odd to me that there is a job category called customer service. As though providing quality service to the customer is not EVERYone’s job.

I bring this up because of my wife’s recent experience at the OB/GYN office. She has been met with contempt, impatience, and callous behavior from the nurse practicioner. Clearly, this woman does not see that customer service is part of her job. Too bad for her office.

My wife and I discussed it after her last appointment, which nearly put her in tears. Expecting a new baby is supposed to be a joyous occasion, and in the case of potential complications, one of fear and trepidation. And along with the physiological prenatal care, part of the job of a nurse, a doctor, even the receptionist at an obstetrician’s office is the emotional care and support an expecting mother needs. She wasn’t getting that at her doctor in town, so we scheduled to see an OB in Tucson instead.

The difference was amazing. They treated her with respect and compassion. They answered her questions carefully, and explained the sonogram. The office was clean and organized. A doctor stopped by to see the sonogram results and they are working out the billing with our insurance. And, yes, it’s going to cost us more out of pocket. That peace of mind is absolutely worth the money.

Back to customer service. I have worked in a variety of careers - technical theatre, graphic design, themepark attractions, and now computer management. Never had I had a job where I didn’t (at least on occasion) deal with the customer. And as my manager of my first job in high school made clear, the customer pays my paycheck. They are the reason we even have a job. Sadly, I think many ‘Customer Service’ employees forget this. But everyone who works a job and gets paid to do it has a customer to please.

So here’s two things you can do to improve your life and those around you:

• 1. Treat your customers with respect and care, they pay you.
• 2. Remember that you are a customer and you can take your business elsewhere, if you aren’t getting what you want.
  

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