You're The One
It's true. I thought about the many clients I've known over the years. When I say I really like a company or enjoy doing business with that company, what I'm really saying is I like the people I know from that organization. And that's usually a small number of folks - mostly from the human resources department, because for many years that was the part of a company that dealt with child care. We often started our relationship when the center was just an idea. We talked about purpose and design, policies and hours of operation, teachers and equipment, and worked to and through the grand opening. Then one or two of the HR folks became the liaison to the center, so now we sorted out the day to day happenings and met each month for a review of operations.
I got to know a lot about those companies through these meetings, and most often looked forward to seeing liaisons and hearing about their workplace successes and challenges. They got to know my company through any of our employees at the center, so I didn't carry the whole load (although I hope I always represented Bright Horizons well). Once a center was up and running, my interactions with the host company were often with just one person, so when I said how great it was to work with XXX company, what I really meant was how great it was to work with XXX liaison.
So the message on the nurse's monitor was right. That one nurse or technician or dietician we deal with there can color our entire feeling about the hospital. It could be the greatest medical center in the area, but if we feel that one individual hasn't delivered the proper care or message or bedside manner, we tend to spread our unfavorable feelings to the entire place.
Wherever we work, we are the organization we work for. We don't stand alone. Our work ethic, our knowledge, our ability to get the job done - all these things make up our reputation and the good name of our company as well.