The phone rang while I was sitting at my desk, and the caller ID informed me that it was my physician’s office calling. I assumed that the call was to confirm my upcoming appointment, but was surprised to learn that my appointment would have to be delayed due to a change in the doctor’s schedule.
Well, I thought. That happens, right? I can certainly remember having to call my own patients when we ran into something unforeseen.
So, I thanked the polite young lady for her call and said, “I understand. Of course.” Once again, I was surprised when she said, “We know that Friday is your favorite day, so we’ve held open the Friday following your original appointment for the same time. Does that work for you?” “That’s great! Thank you!” I stammered. “Wonderful. Thank you for your flexibility. We’ll look forward to seeing you then.” she replied and ended the call.
Ironically, the very next day I received a call from a different professional’s office also informing me of the need to change an upcoming appointment. Although disappointed, I told her that I understood and would cross the planned visit off my calendar. As I did so, the line went quiet, and I asked if she was still there. She told me that indeed she was, she was simply searching for the next opening in the doctor’s schedule. And I thought, “What? You called me, but don’t already have that information at hand?”
Several minutes passed as I patiently waited for the young lady to “find” the next available appointment. She finally said, “Oh! Here’s one. Can you come the week after Thanksgiving?” And I thought, “Wow, that’s three months from now,” but I said, “Of course. What day and what time?”
Two appointments cancelled. Two appointments rescheduled. One done seamlessly by a very prepared, engaged, and knowledgeable employee. The other, well, not so much. How do your employees handle such a need? Are they prepared, engaged, and knowledgeable, or not so much?
“The only certain means of success is to render more and better
service than is expected of you, no matter what your task may be.”
Og Mandino
