3 Shortcuts to Sabotage: “Ignoring Customer Service in Healthcare”

Questionnaire We wish we had written that compelling headline because it drew us into an insightful post (that we also wish we had written). Author and business coach Micah Solomon is hitting us with a triple (facetious) dose of ways healthcare providers—particularly hospitals—can avoid service excellence.

There must be thousands of ways to fail at customer service, but for impact, he points to three experiential moments for highly effective sabotage. In our words, “make ‘em wait,” “don’t say ‘sorry” and “ignore the greetings.”

Fortunately for those circumstances where exceptional patient experience is actually an organizational goal, the meat of his article is in explaining the issue and what to do instead. And while each premise is tongue-in-cheek, his advice hits right between the eyes.

In the “make ‘em wait” example, you can, “Ignore the fact that expectations of speed [of service] have changed. OR [recognize] that patients are not as patient as they used to be [and thinking] you can get back to patients with information at the same sluggish pace you always have doesn’t cut it.”

Take a couple minutes to read the entire article here, including all “three ways hospitals can avoid providing customer service.”

Stewart Gandolf
Chief Executive Officer at Healthcare Success
Stewart Gandolf, MBA, is Chief Executive Officer of Healthcare Success, one of the nation's leading healthcare and digital marketing agencies. Over the past 20 years, Stewart has marketed and consulted for over 1,000 healthcare clients, ranging from practices and hospitals to multi-billion dollar corporations. A frequent speaker, Stewart has shared his expertise at over 200 venues nationwide. As an author and expert resource, Stewart has also written for many leading industry publications, including the 21,000 subscriber Healthcare Success Insight blog. Stewart also co-authored, "Cash-Pay Healthcare: Start, Grow & Perfect Your Cash-Pay Healthcare Business." Stewart began his career with leading advertising agencies, including J. Walter Thompson, where he marketed Fortune 500 clients such as Wells Fargo and Bally's Total Fitness.

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