Following a script or checklist is helpful to keep us consistent when interacting with customers or patients.
But sometimes consistent isn’t effective.
Have you ever been part of a customer or patient experience where the script was clearly being followed but lost its relevance?
When the task becomes more important than the empathy it creates a big risk. One that might create a detractor out of the experience instead of an advocate.
Make sure your standard approach always begins with gaining empathy and a way to check your assumptions.
Keeping empathy and good diagnostics at the beginning of your standard engagement process ensures your consistency is also effective.