When the MCH experience doesn’t go well, I pledge to make things better.
Hear-Empathize-Apologize-Leap into action (H.E.A.L.)
I listen (hear) and respond with respect,
empathy and compassion, and I
apologize for not exceeding expectations.
leap into action:
- I anticipate and correct problems before they become complaints.
- I am proactive in making amends and make meaningful effort and offerings
to reduce the effect of not exceeding expectation, even in difficult situations.
- I work to make things right and follow up to ensure we have corrected the problem.
- I thank each person for bringing their concern forward.