Saturday, June 5, 2010

It's the little things

Earlier this week, I paid a visit to my doctor's office.  My doctors are fabulous; this particular visit was to a specialist I have been seeing for the past 18 months.  I couldn't ask for anything more from them except an upgrade in the support staff.  

I don't know what it is - if medical professionals are not good employers or people are just not happy - but I have ongoing issues with getting in and out smoothly.  On my last visit, with my head bandaged and not looking particularly together, I walked up to the cue to 'check out.'  I was the only person there.  I stood there.  And I stood there.  No one looked up.  No one greeted me.  And I stood there while all three employees continued to look down.  Part of me wanted to say something but the other part of me waited.  Just to see who and how long.  What struck me most is the person who finally acquiesced and looked up to help was the same person training during my previous visit.  She learned well.  You see, her trainer was sitting two desks to her right, also looking down.   

Not good business.  It's the little things I notice;  I love my doctors but I notice how I am treated coming and going.  I don't even know if they care.  But its worth a conversation on my next visit.  


Jennifer V. Miller said...


Thinking of the training component to this scenario . . .

Years ago, I met with an HR/Training manager for a large travel agency. The agency had an impressive training/orientation curriculum for new hires.

After a few years, they noticed a trend: new employees routinely outperformed the "average" players when first on the job. Then, their performance leveled off. Upon further investigation, they learned of a few saboteurs in the ranks, who were saying, "Oh, that's how they tell you to do it in training, but here's how you *really* do it..."

Enough to give we HR folks serious heartburn!

Deirdre said...

Nice. I wonder if that's the situation playing out here? Will let you know what I discover.

Denise Cooper Coach HR said...

Hi Deidre, your experience is one that all too many customers have to live with when dealing with small businesses. they rely too much on the "experts" skills to keep the business going. When what increases the bottom line is customer service.
When you talk with your doctor give him/her a bit of help in solving the problem. They really don't know what to do to solve the problem.

Deirdre said...

Denise, good points. You are spot on - and I need to share this feedback in a constructive way. Thanks for stopping by.