Connecting with a purpose Part 1

An associate was asked by a customer if there was a way he could pick up his daughter's prescription without first having to pick up her identification.  The customer suggested that a photocopy be made of his id along with his daughter's.  This way, there would be something on file to corroborate that he is a legitimate representative of the patient.

 At the time, this associate was not aware of what could be done to accommodate this man.

 Rather than, "We don't do that..." the associate said, "Sir, I'm not sure if this will guarantee a reduction of road trips to your daughter.  However, let me make those copies.  If this is something that we can do, we will be ready.  Go ahead and give me your phone number and I'll personally call you with an answer.  Does that sound good to you?"

 Later, the customer said to this associate, "I appreciate the fact that you are, at least, trying...  You are a rare beacon in the health care industry."

 Group exercise:

Ask the group the following:

"Why would the associate take the risk of being told 'No' by his manager rather than say 'No' to the customer?"

"Why was the customer happy that the associate tried to follow though on his suggestion?"

"Was what the associate did wrong in any way?"