First impressions set the stage
Monday, June 3, 2019
Any business knows that the first employee customers interact with must be on their A-game.
Nash UNC Health Care hit the jackpot when they hired Kim Bullock, who works at the front desk most days, greeting customers and patients and answering the phone. She’s been there since 2011 and takes her job to help brighten the day of everyone that comes across her path seriously.
Bullock’s supervisor, Renee Brown, said Bullock is a great example of what awesome customer service looks like.
“Everyone loves Kim — patients, visitors, and employees,” Brown said, “She’s always smiling, she always speaks positively and has communication skills that are second to none.”
Brown said one reason Bullock is so good at the front desk or communicating with customers on the phone is because she always seeks to find a solution or a way to make a situation better.
“She is really good at reading a situation, reading a person — like are they frustrated, are they scared, are they worried — and figuring out how best to keep it all calm, positive and offer the best help she can,” Brown added.
Bullock attributed her success at work to one thing: She really loves what she’s doing and the people she interacts with.
“I really like interacting with people. I want to offer a friendly face or voice to everyone I interact with,” Bullock said. “It’s part of my job, but that’s just me too. So I’m a good fit for this job — that’s why I love it so much.”
Bullock said she had a really good job in a manufacturing setting at one time.
“I just didn’t like it,” Bullock said. “I felt very unfulfilled. My friends couldn’t believe I wanted to leave such a great job. But it just wasn’t for me.”
Bullock said in addition to being helpful, she tries to keep everyone’s stress level down.
“Sometimes I get a patient or visitor that has been all over the campus, trying to find where to go for their appointment, and they’re frustrated,” Bullock said, “I might listen to them for a moment and sympathize with them, then make sure they know exactly where to go. I try to find a volunteer or staff member to escort them.
“I always want to make sure they feel better when they leave me, if they were upset.”
Bullock is known for her excellent directions she offers customers to quickly and easily find where they need to go.
“I have gotten pretty good at knowing the best way to direct people all over the campus,” Bullock said with a laugh.
Bullock said she arrives for her 7 a.m. to 3 p.m. shift about 6:40 a.m.
“I like to tidy up the lobby and make sure everything looks good,” Bullock said. “I really take pride in how people notice how nice the lobby looks.”
Bullock said her day consists of a steady stream of helping people find friends or family in the hospital and departments or hospital staff they need, either in person or via the phone.
Bullock thinks she’s far from the only ambassador at Nash UNC Health Care.
“We’re a family, all of us that work here, and I think most all of us see ourselves as ambassadors for our work family and for the hospital,” Bullock said. “I might be the first ambassador they encounter, but I’m not the only one. It’s a team effort.”
Brown insisted that Bullock might be the friendliest face people encounter at Nash UNC Health Care.
“She’s always smiling, always positive,” Brown said. “You can even tell she’s smiling over the phone.”
“That’s the goal,” she said.