Speaking with my good friend (we will call him “Bob”) the other day, he expressed his frustration with the current medical industry. “Bob” is acutely aware that I am in this so called “professional” industry known as medicine, I asked him to explain. “Bob” explains that he needs a surgical procedure and contacted the local “Mega-Hospital System” this week about getting the necessary tests so he could be cleared for his surgery. Let me preface this by saying that in the past 20+ years that I have known “Bob”, we have not had a communication problem…ever! *2003 Whether via email, phone, or text.
So, “Bob” told me that he contacted the test scheduling department to inform them that he could travel anywhere for the necessary tests. And hopefully they could schedule all the tests at one time. Well upon hearing nothing from the “Mega-Hospital” scheduling department for several days, “Bob’s” wife decided to contact them. “Bob’s” wife inquired as to the testing date. The “Mega-Hospital” employee informed the wife that “Bob” called a few days earlier to cancel such tests. “Bob’s” wife was enraged. The wife said her husband had said no such thing. The wife responded by asking the “Mega-Hospital” employee to put her husband back on for testing. The employee said that the wife could not do it, that “Bob” has to call. The wife said “you just said he called and cancelled!”
“Bob” was so angry. And he has a right to be. This isn’t the first time that I have heard such a story. Sadly, it is happening way too often. Also, “Bob” said that he feels sorry for those who don’t understand the system or who simply just give up. It seems that in today’s “mega” medical and hospital systems, customer service is an oxymoron. They rarely provide a service that leaves the customers happy and satisfied.
Serving the customer should be the #1 goal of any business. They are the life-blood for a business, especially small business like us. The business team shouldn’t necessary sell what the person wants, especially in medicine, but provide what they need to get them out of pain and/or moving better. If you haven’t found an answer to your medical problem, Don’t Give Up!
If you need some amazing customer service because you have pain or don’t move well, please reach out to us. We can help You! And we don’t give up on you…ever! Until we chat again, Be Well and…
ps: If you found this *, be the first to call, give the four digit code and you will win a prize. Need to come to the clinic by Tuesday (5/21/19) to claim it in person.
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Now back to your regularly scheduled programming…