Results are in from the customer satisfaction surveys launched within the UTMB Business and Finance enterprise late last year. The goal of the surveys was to determine a performance benchmark by polling the departments’ customers.
“The survey results will serve as a basis for developing action plans for each area to improve their services and overall performance,” said William Elger, executive vice president and chief business and finance officer. “The surveys help us identify our areas of concern as well as our strong suits and enable us to use this information to improve our operations and to become a more customer-focused organization.”
The five surveys gleaned more than 3,000 responses and measured overall satisfaction scores as well as performance in areas such as communication, accountability, accessibility and responsiveness.
An inspiring outcome of the surveys was the light they shined on several UTMB employees who received consistent accolades for their excellent customer service. Impact chose three of these high-achievers and asked them to share what motivates them and how they pay it forward to their customers.
Donna Strickland, senior telecommunications specialist, IS Voice Services
How long have you worked at UTMB and what is your role? I am with Information Services Voice Operations, which provides voice and data services for campus and off-site clinics. I have been a UTMB employee for 18 years with the same department. I was hired as a receptionist, worked with the IS HelpDesk, and have been in my current position since 1998.
How does it feel to know that so many people appreciate what you do every day? It’s nice to know my efforts are acknowledged.
What motivates you? Personally, I want to do the best job possible in order to meet my customers’ desired goals. It has always been a part of my work ethic to provide good customer service.
What do you think is important about good customer service? My definition would be to consistently meet or exceed customers’ expectations. If I can achieve that, then I believe I am providing good customer service.
What do you like the best about working at UTMB? I enjoy the interaction with my co-workers and customers. I have the opportunity to work with a variety of departments.
Pep Valdes, web director, UTMB Health Care
How long have you worked at UTMB and what is your role? I’m primarily responsible for the development of our patient-focused web site, utmbhealth.com. But I help out with an array of other things as well. I have worked at UTMB for 16 years, the past two with Marketing. Before, I worked with Public Affairs, where I was involved with Impact, printing and production, employee communication and lots of “web stuff.”
How does it feel to know that so many people appreciate what you do every day? It is humbling, and a little uncomfortable to be in the spotlight. I know how hard everyone at UTMB is working these days; I see it everywhere I go. I rely on a lot of good people and many productive relationships to get my job done. I think any recognition or “thanks” directed at me really warrants being shared much more widely.
What motivates you? The satisfaction that comes from accomplishment. Tackling a daunting challenge (of which we’ve had plenty). Watching others grow, develop and succeed. Finding and trying innovative approaches to problems, and having some of those ideas “stick.” Being able to help and serve people.
What do you think is important about good customer service? Remembering the Golden Rule: Treat others like you’d want to be treated. To that I’d add a few clarifying nuggets: Set a high standard, treat people with respect, lead by example, seek to understand, exercise care and compassion, and follow through on your promises. I think every opportunity to serve someone—whether a colleague, a patient or a member of the public—says something about us and about our organization. I’m not perfect, but I’m working to make an excellent impression and do the best I can every chance I get. While leadership might plot the course, I think actions, attitudes and commitment at the personal and individual level are what ultimately will define UTMB’s future. I want our future to be great.
What do you like the best about working at UTMB? It’s my second family.
David Harrington, human relations business partner, HR Employee Relations
How long have you worked at UTMB and what is your role? I am a Human Resources Business Partner supporting employees, supervisors, managers and leadership with any needs they may have in the areas of employee relations and compensation. My primary customers are in the business and finance and institutional support areas of the institution. I have worked here for 15 years and have been in HR my entire UTMB career. I was hired into an entry level position and have been fortunate enough to advance through the HR career ladder over those years.
How does it feel to know that so many people appreciate what you do every day? It is very gratifying. It's nice to know your efforts make a difference to your customers and possibly make their day a little easier.
What motivates you? It gives me satisfaction to be viewed as dependable and reliable. I take pride in my work, and it is important that my customers have confidence and trust in me.
What do you think is important about good customer service? I think it is important to put yourself in your customers' shoes in every situation that presents itself. I am grateful for good customer service myself, so I have an appreciation for anyone that contacts me in need of assistance.
What do you like the best about working at UTMB? Hopefully I am making it easier for my customers to meet their departmental missions as well as the overall institutional mission. I'm not directly performing patient care, research or education, but hopefully my efforts indirectly help others achieve success in those mission-driven areas.