Chose your mood

Welcome to the secret shopping blog, our diary of the secret shopping and mystery shopping fields.

I went to the doctor early this morning, and at the end of the visit they sent me to the ‘blood draw’ office. So, I went, hoping that it wouldn’t hurt too badly. I walked into the room, and there were 3 other people waiting. I was pleasantly surprised to see that the man drawing the blood was cheerful. He smiled at everyone and made conversation with them while he was with them. I watched, and no one seemed to bat an eye as he poked them. I sighed a breath of relief and silently thanked him in my mind. I was the last person waiting, and as he was finishing up with the young lady just before me another nurse walked into the room.

She was not in the same cheerful mood, and it was very evident. She sombered into the room, not even picking up her feet, as if to say, “I really don’t want to be here.” Her breathing was huffy and she slumped over only half awake. It was early in the morning, so it is possible that she truly was only half awake; which is not a comforting sign coming from a person about to put a needle in someone’s arm. Then I panicked because I realized I was the only one left waiting. Everyone else had already gone and left with a smile on their face.

She picked up the small piece of paper I had given the receptionist and everything slowed down as she read, “Saaaarrrraaahhhh.” Reluctantly, I stood up and followed her into the small little room. She worked silently at getting all the appropriate tools, but she was really screaming “I would rather be somewhere else!” As she opened the drawers, she slammed them shut and threw down the glass vile. I remember thinking to myself that I was surprised it didn’t break. She went through all the procedures, still not saying a word. Then, she stuck a piece of gauze on my arm and sternly said, “Hold this.” I got up, said thank you, and left.

‘They” say that something like 90% of our communication is non-verbal, but rather body language and tone inflection. And we can all think of a time when someone said one thing, but their voice and body said the opposite. In the medical profession it is extremely important to make your patient feel comfortable. But on any business level it is equally important to make your customers feel comfortable and appreciated. Saying “thank you” is great, but it can also be insulting if someone says it insincerely by blurting it out and rolling their eyes.

I do not think that my nurse intended to make me fearful or uncomfortable. However, I do believe that the ‘nice’ man chose to be so happy and comforting. In a rental business of any sort there are always some extreme situations we see tenants deal with. If they feel comfortable and appreciated by you or your associates, they will most likely become a loyal customer. So, I submit to you that we should all learn from my lesson and try to communicate, in every way, a positive and comforting mood while at work, and at home.

Sarah

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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