When Eli, a twenty-something lively man from New York with Walnut-colored skin and tinted glasses, entered my dad’s hospital room, he changed the atmosphere.

Eli responded to my dad’s many requests and needs with patience, a sense of enthusiastic urgency, and something I can only describe as love. Eli serves my dad like a son, not a nurse technician. I caught myself staring at the interaction between my dad and Eli with my mouth hung open.

Over the last fortnight, I’ve watched Eli and Kodjovi from Togo, Africa, and Kimberly from Texas, all nurse technicians, serve my dad with personal connection and enthusiasm. This team is surprising and delighting me with one of the best customer experiences ever.

My two biggest takeaways from this team of fantastic nurse technicians are Be Intentional and Put Customers Over Tasks.

Here’s what they taught me.

Continue reading 2 Things I Learned About Personal Connection From a Nurse Technician