Do I Really Have Time?

It had already been a long day filled with a number of challenges as Sam quickly walked down the hall to take care of an issue in another part of the building.

Looking down a hallway he noticed one of the workers just sitting on a chair talking on her phone.  Sam wondered why she was sitting there when there was so much to do to assist the residents.  Being in a hurry he moved on.  Fifteen minutes later as he was headed back to his office he again noticed this same person still sitting in the chair and on the phone.

What would you do at this point?

Sam made his way towards her upset that she was still there.  In fact, as he walked toward her the feelings of anger and frustration increased.  When the worker finally noticed Sam the phone was quickly hidden and concern came over her face, fearful of what was going to happen.

Sam had a choice to make right then, a choice that so many of us have had to make many times.

In our interactions with our team members, employees, clients, and most importantly, our family members, do our negative emotions drive our conversations or will our desire to really understand prevail?

Will we ask or will we demand?  Will we take time to  effectively communicate and help or will we  rationalize away the opportunity to build relationships and self-esteem?  Will We Take the Time to Listen?

Reminding himself of his goal to build and lift he asked “Are you Okay”. She looked up at Sam and said “I hurt, I hurt real bad”.  Sitting down on the floor next to her they began to talk. In the next ten minutes she told Sam about the terrible pain that she had been experiencing in her feet and how she would not take the pain medication while she was working because it might interfere with her responsibilities.

She thanked him for his concern.  After a few more moments of talking and listening Sam got up and told her “I hope you get feeling better soon” and walked off towards his office.

Not a word was spoken about lost time, or getting back to work, or how much needed to get done, just listening from his heart with empathy for what this wonderful woman was going through as she struggled to deal with her pain and provide for her family.

As Sam walked down the hall she called out to him “I am ready to get back to work” she got up and headed back to take care of the residents, empowered because someone cared enough to listen!

The two most important desires of all people and what they seek more than anything else, is to feel Valued and Understood!

Note: Because of Sam’s focus in taking the time to Create the right systems, Make the right hire, and especially Creating the right culture when he took over one of the largest and most beautiful assisted living centers in the United States, that was:

• non-licensed
• ready to be shut down because of violations
• 82% occupancy rate
• very low employee morale

within 12 months he had:

• Raised occupancy to 99%.
• Received the required license.
• Dramatically increased employee retention ,productivity, and cooperation.
• Increased the gross profits by over $1,000,000.

All because he took the time to listen, understand, and deliver what people 
really wanted.

Who can I serve today? Put them in my path and I will serve!