There are times when the patient experience just doesn’t go the way we had planned — the experience does not qualify as meeting our Vision Statement! We all know the quote, “It’s not what happens, it is how we respond!”
At our Pride Team Summits in 2017, we had Ritz Carlton training. They call those experiences that don’t meet their Vision, “MR BIV”. MR BIV is an acronym of five words that describe mishaps and less than stellar experiences. MR BIV is a way to address the problem, without blame and shame. The problem is addressed instead of the person — since ALL of us have MR BIV moments!
Last week I was on a Delta flight leaving St. Louis. You may have heard about it in the news. Shortly after take-off there was a very loud “thump” noise as though something hit the airplane or something exploded in the luggage compartment. The plane was turned around back to St. Louis. We were detained by TSA, isolated by “crime scene tape” in our gate area for 3.5 hours while dogs sniffed us and TSA agents went through all the luggage in the overhead bins and checked luggage area.
Some passengers complained and blamed. Others were grateful that we were safe!
Nevertheless — here is the letter I received from Delta the very next day:
We know it was upsetting and frustrating for you when Flight 1199 had to return to St. Louis after take-off due to a technical issue with the plane. The crew followed established procedures to ensure your safety and was able to land without any further issues. Out of an abundance of caution, emergency personnel met the plane on arrival for evaluation. Once completed, we were then able to secure a replacement plane to continue the flight to Atlanta. This wasn’t the experience we wanted you to have with us and I’m really sorry for any inconvenience this caused.
We Appreciate Your Business
As a goodwill gesture, I’ve deposited 10000 bonus miles into your account. Please allow three business days for the mileage to be posted.
Thanks for Flying Delta
We look forward to seeing you on another Delta flight.
What a wonderful customer service move by Delta for a definite MR BIV experience! I especially like the sentence, “This wasn’t the experience we wanted you to have with us and I’m really sorry for any inconvenience this caused.”
My colleague, Dr. Wayne Pernell, wrote this concerning how the letter fits our Pride Institute training:
GREAT format for the letter.
Starts with Lead In + Emotion + Content.
Used a Benefit Statement to explain what the actions were.
Followed up with a note that it wasn't their Vision and an apology.
Then, a fix-it offer.
I’m keeping this letter in my file for my own use when MR BIV visits me! How about you?
First posted on Facebook: March 13, 2018