My little boy is poorly at the moment, nothing too serious just one of those bugs that are doing the rounds. He needs some antibiotics though so I called the Doctor to make an appointment. He’s been the family doctor for many years, my Mother’s doctor for about 30 years now.
So I was a little surprised when I called the surgery to be told that he had retired over a month ago. :-O
I asked the receptionist if there had been any plans in place to inform his patients that he was retiring, as there was presumably a breakdown in communication as we hadn’t received a letter or an e-mail. The receptionist cheerfully informed me that letters hadn’t been sent out to any of his patients, although a note had been put up in the surgery.
Hmmm, slight problem with that though, surely you had to call up to make an appointment with him before going to the surgery?
So who is our doctor now I asked? Oh you can see anyone, she replied. (after all you are a valued customer…..)
At what point did patients become an added extra in a Monty Python sketch?
Do you think your customers might sometimes feel as though they get in the way of your staff doing their job?
How well do you keep your customers up to date with what is happening in your business?