From Plasma Donation to Personal Impact: Caterina Enters on Feeling Valued
Caterina Enters, General Manager at Consolidated Energy, posted on LinkedIn:
“I rarely post anything, but today, I was so impressed, I needed to give a shout out to Australian Red Cross Lifeblood and the staff at the Mt Waverley Donation Centre.
I arrived to donate plasma.
I was technically cleared to donate plasma.
But there was some concern regarding a recent surgery I had undergone, and after three escalations, I left without a donation.
I could have left feeling frustrated that I had wasted an hour for nothing, but instead, I left feeling valued.
And it was all because two people in Mt Waverley and a third in a central office decided to look past the technical requirements and see the potential impact on me as an individual.
Ultimately, I didn’t donate, but felt like a truely valued stakeholder (or raw material supplier?) where my long term health was in no way going to be compromised, even though I was technically clear to donate and the need for donations is high.
Stakeholder/customer care – empathy, communication, the lot!
Integrity
Doing what’s right
Very impressed!
Looking forward to resuming donations in Feb!”
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