Disengaging Customers. The Medical Community way.
When I make an appointment with a doctor I try to get the first appointment in the morning or the first appointment after lunch. I assume those are my best chances for not having to wait – something too many people experience when it comes to the medical community. Patience is also not, and never will be, one of my virtues.
Yesterday I took my mom to the doctor. Sitting and waiting I noticed a sign above the receptionist’s window that stated they would cancel the appointment if the patient was more than 10 minutes late. I was going to take a picture of it but I’m afraid of the receptionist. She’s mean. Really.
As I looked at the sign I didn’t know whether to laugh or cause a rebellion right there in the waiting room.
How could an industry that is notorious for keeping people waiting; not apologizing for that wait, and not looking like they’re trying to fix things have the audacity to a hang a sign like this? To me this was the biggest slap in the face customer unfriendly lack of customer service policy I have seen in like…………… FOREVER!
If the sign had said something like “we’re doing our best to stay on time please do yours when arriving for appointment” or anything along those lines I would have been a little better with this. Very little.
At 1:55 we were still waiting. Mom had a 1:30 appointment. Siting there all I wanted to do was rip that sign off the wall and walk up to the receptionist and say “Seriously.” But I know it wasn’t her policy. I also am 100% certain she would have bit my head off. As an aside, your receptionist really should be a friendly person; after all he or she is the face of your business.
I read more and more how the medical community is trying to be more customer service friendly. I guess this office didn’t get the memo. Next month is another appointment. I’m trying to think of a sign to hang around my neck when we return. Something along the lines of paying the patient or canceling the charge if they’re late by more than 10 minutes. Any ideas?
But in the meantime, what signs/policies are hanging around your business locations that might lead a customer to question why they even do business with you.
