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  • Are You Okay? I Was Worried About You.

    Posted on November 19th, 2015 Ryan Suydam No comments

    Are You Okay? I Was Worried About You.

    That’s the first thing I heard from the receptionist at the dentist this morning. I had placed the appointment on my calendar an hour later than scheduled, and missed the visit.

    Rather than show any frustration at how I messed up the schedule (it was a big visit), the receptionist’s first reaction was concern for me. You see, it was raining quite hard this morning. She knows I have a 30-mile commute. And her reaction to my lateness was one of care and concern – about me.

    I’m sure my mistake caused problems. At the very least, they provided a dentist for two hours, and now he would not be billing those hours. We had to reschedule a visit for a few weeks out, so now they can’t sell those hours to someone else. Who knows what other challenges I inconvenienced them with.

    Faced with a client who showed up an hour late to a meeting (or missed it altogether), many of us would sigh, or acknowledge the extra work we have to do now. Many of us would take another tack, and put on a good face: “Oh, no problem at all! We had a REALLY busy day here too, so it’s really quite convenient of you to reschedule. Actually, it helps us out a lot.” I’ve done that many times myself.

    But I’ve never had a person in business say “Are you okay? I was worried about you.”

    I’ve used the two unexpected hours of free time to ponder this mind shift, one where our bias is to care and to genuinely be concerned for our clients. Those two simple sentences humbled me immediately. Here I am, a professional who helps other professionals elevate their care for clients. And yet, would I have ever gone so far as this – SHOWING a client I care more about their wellbeing than my schedule?

    The lesson is clear, but the application of the lesson less so. I appeal to you, readers, to contribute stories from your experience in business. When have you seen compassion like this in business? By citing example, perhaps we can all begin modeling transformational, differentiating care to our clients.

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