I won’t stop talking and bragging about my tailor. Not because he is the best. But because he understands the business side of his craft. But before that, this is me saying a big thank you to one Doctor (I can’t remember his name any longer) who saved my life in 2018.
I was moving in and out of the hospital for 3 months. I did all manner of medical tests. Yet, no exact diagnosis. The various doctors I met at various times kept loading me with drugs.
They wouldn’t even allow me explain finish before tearing a prescription sheet for me. I was getting weaker everyday. On this lucky day, I visited the hospital again. The doctor who attended to me was shocked. My case file booklet was almost filled to the brim. He saw the dates. He was patient enough to listen to me. He could feel my suffering.
He told me that he wanted to personally handle my case. And I should not allow any other doctor attend to me. Long story cut short, from a doctor-patient relationship, it became a father-son relationship. He didn’t give me more drugs or ask me to do more tests.
He only gave me health recovery tips and health lifestyles to adopt. That was how I got back on my feet soundly. Was he the best doctor in that hospital? No! What made the difference? EMPATHY.
I visited my tailor one day. He saw that I was tired and immediately bought a bottle of coke for me to refresh. During Covid-19, my tailor gifted me a customized nose mask which he made. In 2023, I got opportunity to visit Transcorp Hilton Hotel in Abuja. In those six times, all I experienced at Transcorp Hilton Abuja was EMPATHY.
From the security guards to the cleaners and gardeners. The cashier over the counter and the restaurant attendants showed EMPATHY. No wonder, Trnascorp is always full. Empathy entails active listening. Empathy entails courteous response. Empathy entails prompt action.
Marketing will get you your first customer, but empathy will keep them coming again and again. If you cannot retain your customers by selling with empathy, your business will shut down eventually. Customers are delicate assets. Handle them with care.
© Kingsley Ndimele
Your Reliable Consultant.