My sister and I are besties so when she shared some scary medical things that were going on with her, the panic inside me started to grow.
Weirdly, one of my first thoughts was the famous Patrick Swayze quote from the movie “Dirty Dancing”…
I guess the protective side of me was coming out.
I worried about her and asked if anyone could be there during her CT Scan. And I was concerned about how would she handle the scan and the days leading up to it.
You see, my sister has always been the person who cheers me on and can make me laugh NO MATTER WHAT.
As a matter of fact, she can make most people laugh.
Side tango (my new favorite expression for side note)
When my children were little, a few times I had to separate them in the car because she’d get them laughing so hard it became difficult for me to concentrate while driving. Plus, I worried they would throw up from the laughing so hard.
Some of my sister's lovable qualities include:
- Her physical comedy and facial expressions. They’re killer.
- She’s the kindest and most empathetic person I know.
- Everyone that meets her thinks she’s cool.
- She has great hair! One time a stranger even told her that her hair was “Bouncin’ and Behavin'”
Rewind to last week where my sister is scheduled for a CT Scan.
About 20 minutes after the scheduled procedure, she called me and said in a chipper voice, “I’m done. And the radiologist technician named Chris was GREAT!”
She then proceeded to tell me about all of the cool things that Chris did to put her at ease.
I was still stunned by how quickly she had called but was even more gobsmacked to basically get a Yelp review of my sister’s CT Scan experience.
So what did this magical radiologist tech named Chris do?
Well according to my sister, he:
- Immediately put her at ease
- Was personable
- Used humor
- Was attentive
- Explained things well
- Let her know what to expect throughout the scan
- Gave her the next steps and timeline
Basically, he used the people skill blueprint.
It turns out that people skills are a big deal.
And customer experience is a big deal.
It’s what made a potentially scary CT Scan much more manageable.
The radiologist’s warmth AND competence were on display and they made a big impact.
Think about the last time someone's ability to connect with you on a personal level made all of the difference.
What did the person do that made you feel that way?
How did it impact your experience?
How were you made to feel?
Now take those lessons and start figuring out how you can add them to your repertoire. I’d bet money much of the experience had to do with nonverbal cues.
Hmmm… interesting.
Your co-pilot (who will be hunting down this Chris guy to say thank you!),
P.S.
If you want help building your people skills, I’d be honored to help you out!
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