The Hero
Chapter 401 The Concept of Being on the Service Line
Javier angrily charged towards Doug's office, but his angry expression instantly disappeared the moment he entered the room.
At that time, Doug was working on his proposal. When he saw Javier, he immediately asked, “There can I help, Mr Kersey?”
Javier waved his hand. “No, you go ahead and focus on your work. I'll just sit here for a while.”
Doug doesn't know what's going on, but because Javier says he's fine, Doug naturally returns to his own job after pouring Javier a glass of water. Meanwhile, Javier sits on the sofa and looks at the proposal that Doug put forward earlier.
As for the matter with Oliver a moment ago.Javier had completely forgotten about it.
'Is getting angry over something trivial worth it? Of course not! If I were to get angry about such a small thing, I would have long since died of a heart attack!'
In fact, the only reason he went berserk in front of Oliver was because he wanted to take that opportunity to teach everyone in the hospital a lesson.
They work in hospitals, so Javier needs every member of staff to learn how to treat their patients and customers as warmly as possible rather than sitting like a boss.
Patients will visit the hospital to seek treatment for any illness they suffer. They don't pay the hospital just to see the arrogant faces of staff members, and this is what Javier wants everyone to understand, including Oliver.
Meanwhile, Javier doesn't care whether his deliberate rampage will make Oliver feel unhappy.
He was looking for someone to better serve the hospital, not someone to smile at him whenever he was around.
In addition, Javier believes that he is a good judge of character and that Oliver is not someone who is easily offended.
Sure enough, Oliver arrives at Doug's office 10 minutes later.
"Trs. Kersey, I sincerely apologize for all that aunt Donald has done. Not thinking about the situation carefully enough was indeed my fault. ”
Javier feels a little unhappy because he made an old man nearing his 60s apologize to him.
However, due to his status, he needed to take on the responsibilities ordered by his position. Javier points to the sofa next to him and gestures for Oliver to sit down before he tells a story…
'Once upon a time, a boy who would help others mow the lawn called his main customer,
Miss Joy, and said, "Do you want to hire someone to mow your lawn?"
Miss Joy replied, “No, it's okay. I found someone to do that.
The boy said, “But I can also help you uproot the weeds between your flower beds.”
Miss Joy said, "The person I hired will also get it done."
The boy said, "I can also help you trim the grass around your sidewalk." Miss Joy said,
“People I've hired already take care of that. Thank you very much, but I don't need new people to mow grass for me.”
The boy hung up the phone, and his friend asked, “Didn't you mow the lawn? Why are you still making that phone call?
The boy replied very seriously, "I just want to find out how well I'm doing!"
After Javier told the story, he lit a cigarette. Meanwhile, Doug had already stopped his work and raised his head. Javier not only tells the story for Oliver to listen to, but Doug as well.
“That's the story. The boy's friend just smiled hearing the boy's answer. In fact, he even thought that the boy was thinking too much about the situation. He just needs to do his job as best he can, so why should he do something extra?
“However, by listening to the point of view of its customers, this story provides a moral lesson to be learned.
“Most importantly, other hospitals have used advertising excessively as a way to promote themselves, completely draining everyone's trust and attention long ago.
“Currently, more hospitals are feeling the pressure of their outpatient volume, so they perform autopsies to identify the problem. What we need to do now is to clearly see our quality through the surface of the problem so that we don't end up just solving the surface problem and not the root of the actual problem.
“Outpatient volume pressure can't just be pinned on ads or how creative they are. Instead, the new focus should be on our client base. What does this mean in medical terms? This means we will be able to ensure that our customers come back to us a second time to be treated, or even recommend us to other patients.
“This client will be an endless driving force for the long-term development of this hospital. They will also be our core weapon to allow hospitals to escape the necessity of advertising. The most important way to protect our basic clients is through service. Warm customer service..”
That morning, Javier said a lot to Doug and Oliver, including how to protect their clients, what the market looks like, and what the services Javier understands and recognizes.
Finally, he said, “Each staff member is part of our marketing department. Anyone associated with the hospital is our ambassador. Just by asking our customers opinion and maintaining the quality of our work by paying attention consistently
our customers need will we be able to gather ourselves as the most loyal customers and make our reputation the best.
As Javier finished speaking, Oliver was still in a daze, while Doug clapped.
“I understand, Mr. Kersey. Thanks for that valuable lesson! Your point of view in terms of customer service is not only suitable for hospitals, but all kinds of industries. I really learned a lot today. Sure enough, not a single person managed to become successful easily!”
Doug was now completely amazed at Javier. He has really learned a lot and gained a better understanding of customer service thanks to him. In fact, he has decided that he will apply this method of customer service to his work ever since.
Meanwhile, Oliver has also learned about the importance of customer service, albeit a bit late.
“You are right.. Just take today's incident as an example. If ordinary customers were to experience such horrific treatment from aunt Donald, they would definitely return home and tell their friends and relatives about what happened, damaging the reputation of our hospital.
“Add again, any friend who knows this will continue to pass the message on to their own friend as well.
“At the end, our hospital will have a very bad image solely due to the bad attitude of one person, and it might be something that even 100 smiles of our other staff members cannot fix.
“I understand now, Mr. Kersey. Rest assured, I will tell everyone immediately about the importance of customer service. At least we have to make sure that we are like the managers of banks and other large institutions, where every customer is greeted with a smile.”.
After saying that, Oliver returns to work, while Doug returns to work on his proposal. Meanwhile, Javier finds the information he wants regarding his father's operation thanks to a new staff member working in the warehouse.
After carefully reading the information, Javier confirmed that his father had indeed undergone an organ transplant surgery at the hospital. Plus, he has recovered quite well, which makes Javier feel much more comfortable.
Meanwhile, to Javier's surprise, what made him feel so happy was that his father even left the address. Most importantly, the address is in the city.
So, Javier packed his documents and left the hospital, immediately rushed to the address listed on the document.
This brings Javier to a residential area with apartments that seem more ordinary than luxurious.
Javier arrives at unit 102 on another floor, as mentioned, and knocks on the door.
After he knocked for a while, the door behind Javier opened instead.
“You can stop tapping. The owner of this property had already been knocking on the door for three months, but no one had opened it. Plus, he even owes money to the property owner!”
Javier was surprised. When was the last time you saw people living in this unit?”
The old woman who lived in the unit across the hall thought for a moment. “It's been half a year, I guess.Yes, that's it, half a year. The last time I saw her was when my granddaughter celebrated her birthday.”.
After a casual conversation, Javier confirmed that the people living in unit 102 were indeed his father and stepmother, but now they have disappeared. Javier is feeling very depressed. After he finally found them, they suddenly moved again…
When the old woman closed the door, Javier rubbed the top of the door frame, as was his father's old custom. Sure enough, Javier felt something with his fingertips.
