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Patient expectations and frustrations will multiply
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If you think you have picky customers now, just wait. As baby boomers age and increasingly populate your waiting room, their expectations for Lexus service at Kia pricing will be a growing fact of practice life. They will expect spotless facilities, snappy service and one-stop cures, accompanied by a customer experience that is educational, entertaining and thrifty — all at a time when you and your management team are trying to pack in the masses and trim the fat.
Do the best you can and paint on a smile; you and your staff will continue to bear the brunt of patient frustrations, which would be, in a fairer world, borne not by you but by their employer, their insurance company and their elected government officials. Press on.
Get more expert perspective from John Pinto live at Hawaiian Eye 2010, to be held January 17-22, 2010 at the Grand Hyatt Kauai. Learn more at OSNHawaiianEye.com.