When Beretta, my Great Dane therapy dog, and I visit a hospital on one of our weekly visits, he knows the routine.
He walks into the nurse’s station and meets the recreational therapist who works with us. She accompanies us on our rounds. By now, Beretta knows what to expect. He visits patients in about twenty rooms. The hallways are always bustling with activity, but the rooms are usually quite quiet, which is where he prefers to spend his time.
As we walk down the hall, Beretta noses into the first doorway he finds open—even partially. For such a big guy, he makes no noise when he walks, so we have to announce our arrival.
“You have a visitor. Someone is here to see you,” we say. Often a surprised look turns to a smile on the face of the patient.
And Beretta continues to the bedside. Still, not a sound has been uttered by the dog. Yet, he seems to communicate a sense of respect and appreciation for his new acquaintance.
And so the conversation starts. The patient asks Beretta how he is and if he would like his ears scratched. We hear about the pets the patients have—or had. There is often comparison in size with Beretta always being the biggest.
But the initiation of this conversation is what indicates that we care. We are interested. We initiate conversations because we want to hear the patients’ stories. These meaningful conversations engage the patients. We want to learn what matters to these folks.
In businesses today, meaningful conversations between the company employees and the customers have the same importance as the conversations Beretta and I have with patients. Customers want to know that businesses care about them—as individuals. The customers want to know that businesses value their opinions and are interested in building a long-term relationship.
Conversations may take place at the place of business, but they are also expanding on to mobile devices and on social media platforms such as Facebook or Twitter. These conversations tell businesses what matters to customers. Such interactions help businesses with brand lift and relevance.
Just as Beretta is contributing to the well-being of patients, veterans, and workplace employees, businesses need to demonstrate how they contribute to the well-being of today’s society and the world in which we live.
Ann Gatty
Dr. Ann Gatty is a business development strategist with 30 years’ experience, who believes that everyone has the capabilities to get where they want to go if they are enabled with the right strategies and tools. As a business consultant she builds businesses to work brilliantly. She is the co-founder of StrategicPeopleSolutions.com, an organization that helps businesses develop strong leaders while creating a culture where self-improvement is an intrinsic part of the organization’s value system. Ann works with clients to develop a strategic path towards the life they’ve always imagined. Ann can be reached at 855-284-4448 or [email protected].
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Thank you for including your dog in your story about listening. I think one of the remarkable things about this that dogs are devoted to others and are present for those they care about, connecting in a way that is easy to understand. I think this example is so important because if we are to really listen to others we need to choose to be present, open and focused on the speaker instead of focusing on ourselves ……. just like Beretta!
When Beretta goes into a room there is an immediate “hook”. Most everyone has had some type of pet or been exposed to pets so there is a commonality to initiate a conversation. The patient talks because they have something to say related to the dog. The challenge in business is to find the “hook”; what commonality can we find with our clients that will get them to open up? We have to listen and observe to find what is common between us before we can get a meaningful conversation going. Then we have to listen and observe again. It really is all about the client and discovering what they want and what they need — not always the same thing — in order to provide service and develop a relationship. Dogs are so much better at reading people but we can learn.
Thank you Kathy and Elizabeth for your comments. Yes, Beretta is an immediate hook. And he does give me an entry into starting a conversation. But I must then be willing to listen and understand the patient or “client” perspective. We must stay patient, present and engaged. Focused on the client. Businesses thrive much more easily when they are client focused. Establishing a relationship with your clients will serve you well as you build a business. Beretta has taught me that.
I have a dog at home and I agree with the fact that you can really learn a lot from them. Aside from listening, I also like their genuine care for people. I really love dogs a lot.
Fascinating story. I love how you included your dog in it. Touching. I love it.