5 Things I learned about customers while working in the ER.

— 3 minute read

Yes, I know the title is a bit gross. Thinking of Patients in the Emergency Room as Customers doesn't feel great, but let me explain.

First, the patients in the ER came because they needed a service. They needed help feeling better. These people were having the worst day of their life. 1: Lead with Empathy

My role was patient registration. Anybody who walked/wheeled into the ER. I talked to them to confirm personal information, collect copays (way harder than you'd think), update insurance information, etc.

When interacting with patients I became a person they could vent to about their experience in the ER and if they needed anything. This can be as simple as checking with the nurse if they can have something to drink, getting a warm blanket, or even making phone calls for the patient to let loved ones know where they are and what's going on. 2: Follow through on what you said you'd do

There were times I'd be talking to patients longer than necessary because they needed somebody to talk to. 3: Listen before acting For example, finding out that a patient is allergic to the medication they were about to be given because it wasn't charted or it got overlooked in the chart. Flagging the doctor before that happened saved that patient from a very bad day.

Something that would drive me up a wall was getting overlooked by medical staff, who thought they were above us. Life in the ER is a team sport. Everybody there has a vital role in making sure the system works. 4: Be a Team Player

Things will go wrong. Found myself in the middle of many terrible situations. Collecting copays from family members who just lost a spouse/loved one. Witnessing people get terrible news or having an unexpected ambulance bring in a parent's worst nightmare.5: Be ready for the next challenge

1. Lead with Empathy

You can't jump to conclusions about why the customer came in today. Generally, it is because they have some problem they need help solving.

2. Follow through on what you said you'd do

When you tell somebody you are going to do something, DO IT! And if there are updates that need to be passed on, GIVE THOSE TOO!

3. Listen before acting

This one is always a challenge. We get so wrapped up in the day-to-day busyness that we often forget that just listening to what somebody needs before acting on it can change the outcome.

4. Be a Team Player

Be ok with passing off things, or taking things off other people's plates to make sure the goal gets done. Everybody wins if we work together.

5. Be ready for the next challenge

Very unexpected things can come through the doors. You have to be ready and know you have the skills needed to tackle any problem. You can do these things, and you will be challenged. The unexpected things are where a lot of growth happens.

I learned a few things while working in the ER, and how it relates to interacting with people in all aspects of life. When interacting with customers remember they are having a bad time, and looking to you for help to solve an issue they have.