The Immeasurable Value Of Empathy
Determined to remedy the situation, the hospital took decisive steps to correct the problem. They developed new training, providing all employees with important instruction in how to practice servant leadership, and gave staff more authority for meeting patient needs without having to receive supervisory approval.
Results from the training and reshaping the working environment within the hospital were remarkable. Over time, patient satisfaction rose from one percent to 90 percent. Because staff had learned to focus more on patient needs and concerns, rather than simply completing tasks they had to perform, the patients felt cared for and valued, rather than as faceless medical cases occupying specific rooms.
The psalmist addressed the importance of such sensitivity in Psalm 69:20 when he wrote, “Reproach has broken my heart and I am so sick. And I looked for sympathy, but there was none, and for comforters, but I found none.” This is just as true today as it was then. When someone is lying in a hospital bed, suffering from some malady or recovering from surgery, what they need as much as skilled medical treatment is the sense that someone cares for them and understands their pain – and fears.
However, empathy is not a quality that is expected only in medical facilities. In most businesses, customers are looking for someone who cares, whether they are buying a car, evaluating software programs, leasing office space, or choosing the right venue for an important event. The capacity for demonstrating sincere concern for customers almost certainly will richly reward you with their ongoing loyalty and patronage.