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Techs vs Pros

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Kirin went to Children’s Orthopedic Clinic today for a sprained wrist and was treated by “Dr. Job” as referred to by the staff because of his extraordinary empathetic bedside manner. That is because he treats the whole of the person involved in a treatment.

Kirin left the appointment saying, “I think I should break my other wrist so I can see him again.”

A few days before Thanksgiving 2017, Sam was given a suggestion that Chiropractic adjustment can be effective for the uncomfortable feeling he had that might be a result of his esophagus was backing up with gas.

Sam made an appointment with a local Chiropractor, but when he got to his appointment the practitioner took x-rays and wanted to address Sam’s whole spine. He wouldn’t listen to Sam’s immediate issues. They argued and Sam came home exclaiming, “He’s just a technician, not a real professional!!”

Three days later, Sam went to Overtake emergency with shortness of breath and Congestive Heart failure. There was a quart of fluid under his right lung that was aspirated. He was twelve days in the hospital where a bunch of “professionals” did their technical stuff like angiograms, CT scans, blood work, IVs.

There was one particular nurse, Baron, who was a professional like Dr. Job and took the time to figure out what the patient wanted and needed.

Kirin and I had a discussion about what it meant to be a professional. We decided a professional is someone who learns a set of skills, but goes on to learn some more about how to understand the customer/patient and listen to what is needed. A good professional isn’t there just to make money or dispense their skills/goods.

Here are 5 suggestions:
Put customer’s satisfaction first - connect
Share your knowledge; keep learning
Praise your team not yourself
Do more than expected - contribute
Say Thank you

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