I have a program that I present in the healthcare industry titled The Presciption Rx for Service.  In this program, as in all of my customer service training programs, “Saying It Better” is a big focus.

 Today I was reminded yet again of how important the words we use are in the impression received.  I went for an appointment at my doctor’s office.  The last time I visited the office, as is common with most doctor’s offices, I had to wait about 45 min or an hour.  Thus, I was not that concerned when events of the day caused me to arrive about 12 minutes late.  After signing in, the reception looked up at me and said, “Mrs. Allen, since you are late and have missed your appointment, we will have to try to work you in.”

“WHAT?!” I exclaimed with a rather preturbed look on my face.  “Well you missed your appointment time so we will now have to work you in”

My reply to this?  “You have got to be kidding me.  The last time I was here I waited about an hour and a half and now you are telling me I have missed my appointment when I am 12 minutes late?”

“I wasn’t here the last time you were in.” She replied

Well it just went way downhill after that.  I told her this was the most redicilous thing I had ever heard. 

Now let’s talk about this whole scenario.   First to note is that the current situation is not always what the customer is judging you on.  My severity of judgement came due to the many times I had to wait long periods of time and the fact that I had never complained about that even though I am the customer of this office!  I have been well trained by medical offices in my life to EXPECT to wait.

The really silly thing is that in about 15 minutes the inner sanctum door opened and I was ushered in to see the doctor.  I had been fuming for the entire 15 minutes thinking about how I will never again wait patiently (no pun intended!) in this office.

Did you notice that I exaggerated how long I waited the last time. When a customer is mad at you, they will often do this.  Try to focus on the source of the anger instead of the actual words.

 Later when conversing with my doctor (who I REALLY LIKE by the way) I shared with her that perhaps they needed to rethink this approach.  I also told her I would apologize to the young receptionist as I know that someone told her to say that and it really wasn’t her fault.  I just have a feeling that some brilliant consultant informed the practice that this would be a good idea to keep things moving better.  What they forgot about is the reaction of at least part of the client base.  That would be the half like me that is not intimidated by the medical profession as the other half is.  Why do I mention this – remember that when anyone issues a complaint to you there were a host of others who felt the same way but weren’t as bold (or as obnoxious as the case may be!)

So how could it have been “said better” in this scene?  The best thing would have been to say nothing at all.  Since there were another 6 people in the waiting room, I don’t think my tardiness was causing the doctor to sit in her office and catch up on the latest medical journal.  Now let’s say this was an office where you always were seen in a punctual manner (we can dream can’t we?).  In that case the receptionist could have said.  “Mrs. Allen, you are just a few minutes late, but we should be able to get you in shortly.”   That would have gotten the message across without the ballistic reaction.

How about you?  What do YOU have to tell us about your customer service at the doctor’s office?  I am sure there are plenty of great stories out there…let’s hear them!  Post a comment and YOU might win the next Starbuck’s gift card!

In my book, Common Sense Service,  there is a chapter titled: In Love With the Voice!  This chapter chronicles the skills of a real life service rep with an exceptional voice and how this voice built amazing relationships with customers.

This week I was reminded of this when I spoke to Suzy, a telephone representative with a vacation rental company (YES- I am finally going on a vacation!)

Suzy’s voice carried such enthusiasm that I thought she might just jump right through the telephone and into my office.  Her voice was in definite contrast to the representative at the same company with whom I had conversed earlier in the day.  That representative was polite and professional but “unremarkable” (is that a word?!)

Suzy was definitely remarkable.  When I complemented her and asked her how she came to project such a vibrant attitude she told me that as a child she had a major speech impediment.  This caused her to attend speech therapy where she learned to articulate each and every syllable of every word.  She said that she combined this skill with a “touch” of enthusiasm in her current role as a telephone reservation specialist.

What a lesson for anyone who ever picks up a telephone.  Combine articulation with a touch of enthusiasm and YOU can be REMARKABLE!