by Jeryl Massini-Ryan | Mar 25, 2016 | Customer Service, Service
I don’t know what happened to companies actually wanting your business, rather than turning you away, I really don’t. It’s something that I see more and more of and I just don’t get it. This is the tale of a company (Company “A”) losing business and not even caring. It begins with my search for a task management system to use for a ginormous project that I’m overseeing for a client. I’m working with a client who has a huge project that involves a lot of people and TONS of moving pieces. I am tasked with ensuring that everything goes smoothly, which involves making sure that all of the people on our end are doing what they need to be doing, that all of the people on many other ends are doing what they need to be doing, and that all of the things that need to be happening actually end up happening. You know, the usual day to day superhero kind of stuff. No problem, you just need to have the right tools. And this project is going to take some serious organizational tools. And a cape. Yes, I need a cape. There are lots of team task management programs out there. I’ve worked with some of them. I’ve liked some of them, others not so much. It all depends on what you need and your personal preference. I’ve got to get something into place quick like a bunny, so I contact two companies that I have already worked with. One, Company “A”, I had only worked with a little bit, so I’m not an expert at what they...
by Jeryl Massini-Ryan | Mar 2, 2016 | Service
Sitting in the waiting room at the doctor’s office yesterday, way past my appointment time, of course, I started thinking about all the times this has happened. I don’t mind it once in awhile – one person with a big issue who needs extra time with the doctor can throw off the whole schedule, but if that person is having that much trouble, I certainly wouldn’t begrudge them the extra time or get upset with the doctor. So it happens sometimes, and I don’t sweat it at all, from a service standpoint. It’s when it consistently happens with the same office that drives me bat-shit crazy. I realize that, with the way insurance works these days, doctors need to cram in as many appointments as they can during the day in order to make money. I get it, I really do, but things have gotten out of hand. I’m in the waiting room, it’s 10:15, which is 45 minutes past my appointment time and people are huffing and puffing. I asked everyone what time their appointments were scheduled for. Three of them said 9:30. Surely not with the same doctor in the practice as mine? Yep, same doctor. So four people were booked with the same doctor at the same time. This has nothing to do with a patient needing more time with the doctor. They’re setting themselves up to fail from the very first appointment of the day. So I started thinking about my business and how things would fly if I worked like that. Commit to doing a project that will take 8 hours to complete. For...
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