Inpatient customers are at your facility 24 hours a day, seven days a week. During that time they may be interacting with counselors, group leaders, techs, medical staff and other clinical folks for several hours a day. But the hospitality staff are there all the time.
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Exceeding — not just meeting — a particular customer’s expectations is the key to happy customers. You don’t have to be perfect. You just have to be better than the customer expects, at that moment in time.
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If you notice any of these signs, it’s a good idea to make an appointment right away, talk to your group leader before/after a group session, or bring them up in your support or step group.
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It helps to think of anxiety as simply a part of our body’s natural response to stress. It’s a protective response with both physiological and psychological aspects.
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With a little leverage and some understanding of effective therapeutic technique, you can increase the chances of successful outcomes with these clients.
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