The Meaning of Service Excellence

After delivering the State of the Health System address last September, I was privileged to meet Becky D’Agostino, a nurse in the Mott PACU.  Becky is a deeply compassionate person who chose a profession that fulfills her desire to serve and help others. Before we parted, she gave me two books, including “Privileged Presence: Personal Stories of Connections in Health Care” by Liz Crocker and Bev Johnson.

She brought to my attention a section of the book that builds on a Mahatma Gandhi quote about what it means to serve. Gandhi said “[The customer] may be dependent on us. We are also dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so.” Continue reading