Remember the last time you really felt like someone at work was listening to you? Not just a grin or a nod, but really listened to. You probably left feeling lighter, maybe even startled, like you had run across an old friend in a crowd. That sensation is what makes real client or patient service work. Dr Zahi Abou Chacra believes that true care begins with truly listening to each client’s needs.
It’s not just about picking up the phone in three rings or filling out papers without leaving any smudges. When you’re truly dedicated, you pay attention to the little things, like remembering the name of a client’s kid, knowing that a patient hates needles, or picking up on hesitancy in a voice message. Have you ever had a doctor who treats you like a puzzle to solve instead of a chart to look at? That’s where the magic happens.
Sometimes, being dedicated to your job means stopping what you’re doing during busy times to explain a strange bill without sighing or rolling your eyes. It means a hairdresser who phones you a week after your visit and says, “Hey, how do you like the new color?” It’s the nurse who changes her pace for a worried grandparent because she knows that a little warmth can make a big difference.
It’s not easy to build trust. You have coffee stains on your shirt since you remained late to help someone who was worried about their results. It’s calling after hours because a client left a panicked voicemail about a deadline they missed. The main things are grit and grace. Not every conversation will go as to plan. Sometimes you are the expert, and your knowledge is like a sword. Sometimes all you need is a shoulder to lean on—quiet, steady, and as reliable as the sun rising.
When you work with someone who is dedicated, it might feel like doing a crossword puzzle with a friend, guessing each other’s next word, fixing mistakes jointly, and asking “Are you sure?” for the tenth time. Humor makes things easier. “Did you forget your umbrella again?” or “How’s that annoying dog of yours doing after the medicine?” Banter connects, bringing you together in a way that goes past formality.
We should also talk about being honest. People like honesty more than sugarcoating. When a doctor tells you bad news with empathy instead of cliches, it sticks with you, even if it hurts. It’s better to admit a mistake before it gets out of hand than to send a well written apologetic email ten hours late.
It’s easy to talk about efficient processes and procedures, but the heart of good client and patient service is in connection, culture, and commitment. There is no easy way or list. Every email, handshake, or text is built on trust. People don’t recall fancy brochures or sleek logos; they remember how you made them feel when things became tough. Sometimes, the best way to serve is to just be there, flaws, humor, sweat, and all.