Have you ever tried to find a full-service gas station? They are virtually non-existent. The last time I rented a car it had gone to more of a self-service than I’d ever seen and I’m sure it’s even more so now. Customer service has been declining gradually for years.

Roulette gives me a head toss. One of the Gypsy Vanner’s at Little Bit North Ranch in Colorado where a lot of the EGCM training takes place.

The worst case I’ve seen lately was with a customer ticket agent when we went to pick up our tickets from a Washington DC tour operator. I had purchased our tickets online and had to find a way to print them from our hotel which is frustrating enough, if a company can take your money online, they should be able to honor a confirmation number. When we got to the desk to get our tickets it was early and there were no other customers there. The agent got a call on her cell phone and not only did she answer it and not even excuse herself, we had to wait while she completed what seemed to be a personal call before she could tell us the information that we needed to know for our tour.

I’ve seen many incidents of poor service within the health care field both as a patient and as a caregiver. Mostly my experiences have been positive but it’s the few that are negative that loose customers. And yes, I would consider the patient a customer in this case. One case was so bad that not only did my husband, who was the patient, change primary care providers but I did as well which means they lost our children too. And this was a very hard change to make as my doctor had delivered my last baby, had been  my doctor for years, and the practice had been purchased from my father.

Maybe you think that’s not so bad they only lost one family, but you know how it goes. I have a bad experience and I tell a lot more people about it than if I have a good one. And I surely won’t recommend anyone else to that practice.

A herd of horses kept safely off of the highway by a fence.

The other shift I’d like to see in health care is for the providers to quit apologizing for doing their job. Instead of saying I’m sorry for the wait, say thank you for your patience. Instead of saying I’m sorry for the discomfort this needle stick will cause, say thank you for agreeing to take an active role in your wellness. This will change the energy around the situation and make everyone feel better.

I will feel more of a connection with a doctor who takes the time to listen to and understand me. I will have more trust in her. I am more likely to come back and recommend her to my friends and their families. If that doctor spends the time to understand me and my condition, I’m more likely not to feel annoyed when I am waiting in the waiting room longer than normal because I know she is connecting with other patients like she has with me. I am more likely to feel comfortable in asking questions about my health and listen to their advice. And ultimately my health will improve.

That’s The Way I Like it.

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Onward! Making Connections