My recent hernia operation was unexpectedly a breeze. Everything, from my pre-surgical consultation through the surgery through post-op and my current recovery went better than I had expected.
Part of this was due to luck. My surgeon said his patients who have 2 hernia like mine always report that one side is better than the other.
Part of this can be attributed to my stoic approach to the surgery. I plan for the worst and then plow forward.
Part of this is because my surgeon, his staff, the hospital staff, and the anesthesiology staff were outstanding. I was quite impressed.
So I decided to tell them.
Having worked in a big corporation before, I know how many complaints come to the workers. It’s worse when those complaints are sent to your boss. Or his boss. Worst of all is when the complainer goes right to the top. The compliant gets passed down through layers of upper management until it finally reaches the worker because inbox organizations, shit always gets pushed downhill.
But I also saw the power of a well written complimentary letter being sent. Because these are so rare, they stand out.
Regardless of the legitimacy of the complaint, workers always get penalized. It affects bonuses, raises, promotions and even employment. Customer surveys, reviews and NPS scores are often used to punish workers.
And so I wrote a letter describing exactly what my experience had been and how much I appreciated it. Then I sent the letter to the President of the Hospital and to the Chief Nursing Officer.
Here are a few excerpts from my letter:
- ...extremely well organized and on the ball…
- …kept me 100% informed…
- …outstanding listening and communication skills…
- …at the level of FedEx, REI, Zappos and American Express in terms of customer service and professionalism…
- ...clear instructions and timely service…
- …great listeners who mixed in genuine conversation while displaying kindness, compassion and humor…
- …I never felt like just a number or a condition…
- ...went over the details, listened carefully and best of all – I remember nothing from the surgery, felt no pain and post-op recovery was quick and nearly pain free…
- ...I greatly appreciate the direct, upfront price estimates and discounts you offer to patients like myself.
- …There is no reason I can see going elsewhere for healthcare…
- …care and customer service that surpassed my expectations…
I concluded my letter with this:
I hope you can pass this info onto the people who helped me during my recent surgery. Although they likely won’t remember me, I will always remember and appreciate the care and compassion they provided.
Apparently, they did because when I visited the surgeon’s office a few day later to have my staples removed, several people came up with big smiles to thank me for writing the letter. In fact, it was kind of embarrassing because I didn’t think they would hear anything for a few weeks after I was long gone.
If someone has done something exceptional for you, write them a letter.
You’ll be glad you did.