By Rick Boxx
第二、把自己的利益放一邊，把注意力放在別人身上。我們每個人某種程度都是自私的，要把注意力轉移到別人身上需要努力和刻意地練習，如果希望顧客滿意，這是一定要做的。「凡事不可結黨，不可貪圖虛浮的榮耀；只要存心謙卑，各人看別人比自己強。 各人不要單顧自己的事，也要顧別人的事。」 (腓立比書 2章3-4節).
本文版權為正直資源中心（Integrity Resource Center, Inc.）所有。本文獲得授權改編自瑞克．博克思的正直時刻Integrity Moments with Rich Boxx。這系列的文章是以一個基督徒的觀點評論職場的正直議題。更多相關訊息請上www.integrityresource.org。瑞克的新書「非典型企業」(Unconventional Business)提供了五個用神的方式來使企業成長的關鍵。
如果你發現自己的公司或是組織的顧客滿意度很低，你會如何反應？你會採取甚麼樣的步驟來處理這個問題嗎？ 處理人的問題不容易，我們也不可能討好每一個人。如果我們沒有辦法控制客戶要怎麼想，又為什麼要在意顧客滿意度呢？ 在職場上，我們要如何定義「同理心」？ 要如何對我們的客戶、同事、零售商或是供應商有同理心呢？ 為什麼我們有時候做不到「已所不欲勿施於人呢」？我們要如何才能做到？
THE IMMEASURABLE VALUE OF EMPATHY
By Rick Boxx
A major hospital in Texas had built a $165 million state-of-the-art medical tower, but the staff was astounded to discover that despite the huge capital investment, patient satisfaction was a dismal one percent. The hospital”s CEO told the Washington Post a study was undertaken to determine the cause for the high level of dissatisfaction. The missing ingredient, the top executive said, was empathy.
Determined to remedy the situation, the hospital took decisive steps to correct the problem. They developed new training, providing all employees with important instruction in how to practice servant leadership, and gave staff more authority for meeting patient needs without having to receive supervisory approval.
Results from the training and reshaping the working environment within the hospital were remarkable. Over time, patient satisfaction rose from one percent to 90 percent. Because staff had learned to focus more on patient needs and concerns, rather than simply completing tasks they had to perform, the patients felt cared for and valued, rather than as faceless medical cases occupying specific rooms.
The psalmist addressed the importance of such sensitivity in Psalm 69:20 when he wrote,“Reproach has broken my heart and I am so sick. And I looked for sympathy, but there was none, and for comforters, but I found none.” This is just as true today as it was then. When someone is lying in a hospital bed, suffering from some malady or recovering from surgery, what they need as much as skilled medical treatment is the sense that someone cares for them and understands their pain – and fears.
However, empathy is not a quality that is expected only in medical facilities. In most businesses, customers are looking for someone who cares, whether they are buying a car, evaluating software programs, leasing office space, or choosing the right venue for an important event. The capacity for demonstrating sincere concern for customers almost certainly will richly reward you with their ongoing loyalty and patronage.
Here are some simple principles from the Bible that apply to how we approach trying to cultivate a spirit of empathy toward those we are called to serve as business and professional people:
Look at things from their perspective. Ask yourself: If you were the patient – or the customer – how would you want to be treated? The answer you give should be a good indication on how you should approach your own customers in meeting their needs and responding to their concerns. Jesus said as much in His so-called “golden rule”: “In everything, therefore, treat people the same way you want them to treat you” (Matthew 7:12).
Put your interests aside and focus on others. We are all self-centered to a degree, and it takes hard work and intentionality to shift that focus onto other people. But that is what we must do to achieve high degrees of customer satisfaction. “Do nothing from selfishness or empty conceit, but with humility of mind regard one another as more important than yourselves; do not merely look out for your own personal interests, but also for the interests of others” (Philippians 2:3-4).
Copyright 2017, Integrity Resource Center, Inc. Adapted with permission from "Integrity Moments with Rick Boxx," a commentary on issues of integrity in the workplace from a Christian perspective. To learn more about Integrity Resource Center or to sign up for Rick”s daily Integrity Moments, visit www.integrityresource.org. His new book, Unconventional Business, provides “Five Keys to Growing a Business God”s Way.”
If you were to discover the customer satisfaction at your business or organization was very low, maybe even one percent, how would you react? What immediate steps would you take to address the problem? Dealing with people is always a challenge, and we cannot please everybody every time. So why is customer satisfaction so important, since we cannot always control how they feel? How would you define “empathy,” as it relates to workplace situations? What should it look like in our interactions, not only with external customers, but also with colleagues, staff, and even vendors and suppliers? Why do we sometimes fail to consider the importance of treating others as we would want to be treated, if we were in their position? What can we do to avoid repeating that mistake?
NOTE: If you have a Bible and would like to read more about this subject, consider the following passages: Proverbs 15:30, 20:28, 22:1,4, 27:23-27, 28:2; Acts 20:35; Romans 12:10