Sometimes It's OK To Go Off Script
I am a proponent of setting expectations, providing clear direction, setting up reasonable, meaningful measurements and providing timely feedback.
All sounds good right?
Many companies use scripts, checklists and procedures to train and guide their staff. The important thing to keep in mind, however, is sometimes the situation may not fit the script, so performers need to know what to do if that happens.
Just sticking to the script may end up frustrating or alienating our customers.
I have a medical condition that requires that I get a prescription refill monthly. Each month, for the last few years, I am contacted by the pharmacy, they verify my insurance, my address and other information and schedule delivery. The representative always read me certain disclaimers, puts me on hold to arrange delivery, then comes back on to confirm the date and wish me a “nice day.” Clearly, they have procedures and are following a script or some kind of job aid to complete their task.
Here is how a recent call went. After getting the standard information, confirming my identity, insurance info etc.:
Rep: Can you hold for a brief minute while I confirm your order?
Me: Sure thing!
After a minute or two, the Rep returns
Rep: Mr. Casale, it appears we have a problem
Me: Really? What is it?
Rep: Our records indicate that you are deceased.
Me: Huh?
Rep: Yes, my system shows that you passed away.
Me: (Trying to be funny) Well, I guess I won’t be needing that prescription then.
Rep: OK, so do you want me to cancel this in our system?
Me: Uh, No… I think I am going to need my prescription; I can assure you I am still alive.
Rep: Do you have any proof of that?
Me: Well other than the fact I’m talking to you right now on the phone, nothing else off hand I can think of. Do you have any proof that I am dead?
Rep: Well, our system says that you are deceased.
Me: Do you have a death certificate or a letter or something? Clearly, I didn’t get that memo. Maybe we should talk with someone else there about this?
Rep: (In a frustrated tone) Ok….Can you hold please?
Me: Sure
About 5 minutes elapse, and the Rep comes back
Rep: Well, I talked to my supervisor. We are going to make an exception this time.
Me: OK! This time?
Rep: Yes, but if your situation should change again, you will need to let us know.
Me: Well, I will be sure to do that
Rep: OK, thank you and have a nice day!
It just didn’t seem that this person was in tune with their job.
Have you ever encountered something like this? I have seen it a lot, especially in healthcare. I think sometimes the performers forget there are people behind the account numbers and files they are managing, just going through the motions, following the procedures…
I challenge all of us to take a breath and put yourself in the shoes of your customer. Think about the feelings in the interaction beyond the transactional part of the experience. I know that can make for a better customer experience and I believe it can help you find purpose in what you do.
In our new book, The EARN Method, my partner Sherri Sutton and I discuss topics and strategies that help you Perform with Purpose.
We invite you to check it out, and if you know of anyone that can hold a séance, let me know so I can refer them to the pharmacy in case I do kick off. That’s the only way I will be able to notify them. Have a nice day!