The Caregiver
The Caregiver is the foundation of human-powered innovation. Through empathy, they work to understand each individual customer and create a relationship. Whether a nurse in a hospital, a salesperson in a retail shop, or a teller at an international financial institution, the Caregiver guides the client through the process to provide them with a comfortable, human-centered experience.
Sure, businesses and aid organizations need to think about customer relationships. How about countries? On a trip to Japan years ago our small group was looking for a restaurant mentioned in the guidebook. We asked a couple of school girls how to get to this place we could barely pronounce. Without hesitation, she responded, “I show you.” She took us through five minutes of a circuitous route we’d have never been able to follow in a million years to get there. Complete with a smile for having the opportunity to help.
Later in our trip we were again looking lost when a middle aged gentleman asked how might be of help. When we described our desire to find the observation window overlooking the Imperial Gardens, he informed us that the office had been sold and the observation window was no longer available to the public. “But,” he said, “I work there. Come with me and I’ll show it to you.” He escorted us up the elevator and through the working spaces, introducing us to the office workers as we went. He allowed us to take all the time we wanted to view the gardens. His smile upon our departure said, “Thanks for the opportunity to be of service.”
We’ve travelled in many other countries in Europe and Asia. None has come close to this experience of making us feel welcome and left us more willing to return.
My company was getting together for a two day teambuilding pow wow in Colorado. We were on our way to an outdoor ropes course site, about 90 minutes away, when we stopped in a local deli to buy lunch for later. In our excitement, we forgot to actually TAKE the bags of food with us as we left the deli, only realizing this 45 minutes later on our way to the ropes course. When we got to our destination, we were amazed to discover that our lunch had been delivered! The deli people, upon noticing that we had left our lunch behind, actually drove the entire distance and beat us to our desination! We all stood there, stunned and amazed. “Caring” only approximates this level of service. Wow! Talk about going beyond the call of duty!