Let me show you how much I care….
As I type this, I have been sitting in a room for 45 minutes waiting to meet with a professional who I am paying for a service/consultation. Let me catch you up:
1. Parking – my wife asked me, “is this a spot?” Fact: it’s confusing to note where I should be parking.
2. Waiting room – smelly and old.
3. Appointment room – dirty with extension chords, and stained wallpaper from 1970′s.
4. Professional – currently 47 minutes late.
Conclusion: your words matter very little if everything else you are communicating isn’t great. This individual has already placed me at odds and we haven’t even met yet.
Takeaway:
1. What are your non-verbals communicating? Smell, decor, how you dress, etc
2. If you have no margin in your schedule, chronic lateness results.
3. Run a vacuum
Posted on July 26, 2011, in Leadership, The bin, Weekly Devotional Thought and tagged 1st Impressions, Customer service, customers, Leadership. Bookmark the permalink. 3 Comments.
I experienced that once … only once …
As I left the medical office, thereceptionist asked where I was going … I spun around and announced to the entire crowd in the reception area,
“If this wait is a test of my patience, please note that 45 minutes is my limit, and I won’t wait any longer.”
I fully understand that the English language is a living entity and the meaning of words from time to time. I also believe that the change must be mutual, popular, and witnessed by all who use it to agree to the change through their usage of the new meaning. The change of the language is NOT permitted to change by force … as witnessed by many professionals to alter the meaning of the word “appointment.” I had always believed that an appointment was the mutual agreement of two or more people to meet or otherwise be available for each other at a designated spot or through a designated medium… it appears that many professionals now believe that appointment means that if you need my services, you come to a place at a time you select and wait until I have the time to meet with you. . . your health (financial, medical, spiritual, or mental) is so important to me, I’m willing to commit several minutes to see you about it even if it takes all day!
Which probably explains my impatience and restlessness with so many of our so-called professionals. . . (sigh)
Untilk that time . . . Earl J.
Gee whiz… when will we be able to edit our posts? sigh
On a second occasion in a Spring Lake dental office, my first visit was encouraging because of the signs on the front door…
“Children must be accompanied by an adult at all times”, and “Please turn off your cell phones before entering.”
I was escorted into the exam room early because the patient before me had not arrived on time for her appointment. I was glad to get an early start.
Just as I was about to sit down, the dental assistant asked if I would step out into the reception area again. I didn’t want to cause a scene at my first appointment, so I complied.
The receptionist was down the hall from the waiting area where I found myself witnessing the late arrival talking on her cell phone and telling the person on the phone that she was at the dentist’s office now. As she moved to the exam room, I found myself alone with a child about 8 years old.
I didn’t stay …
I wrote a note to the dentist through his email… I have no doubt someone intercepted it before he could read it.
And as you say… it is hard to believe they treasure your business or are concerned about your health when every other experience screams the contrary… (sigh)
Until that time. . . Earl J.