Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

Practice Management

That's it. I'm done. I can no longer deal with my physician's office. He may be a great Doctor, but that still doesn't justify how poorly he manages his practice. It's one thing never to answer your phones. It is another to keep your patients waiting unnecessarily, while people who have come in after you have been seen and are on their way out before your name is even called.

I asked the nurse about this and she tried in earnest to explain. She could tell by the look on my face that I was having a difficult time absorbing her reasoning. I even suggested to her that perhaps she was having such difficulty explaining the process because it really did not make sense.

My experience this morning made me think about company policies. Are they in place to assist customers, clients or patients or are they there for the benefit of the provider? I'm taking my business elsewhere. I will go quietly because my spouse has a long-term relationship with this person and this is a small town.

Most customers and clients won't go away as quietly. They will spread the word and before long everyone will know just how poorly run your organization truly is. Perhaps it is time to take a closer look at your customer's level of satisfaction. You may not like what you hear, but at least you will have an opportunity to make changes before they disappear along with your other customers.

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  1. Posted May 27, 2008 at 5:29 pm | Permalink

    Someone told me an anecdote: a speaker was scheduled to speak to an audience of doctors. The speaker was to start at 10:00 am. He was announced on stage, but only showed up at 10:20.

    The first words he said were: “How does it feel to wait?”


  2. Posted December 4, 2017 at 6:42 am | Permalink

    I really admire your work. I have just finished reading your last book and I am amazed! looking forward to reading more!

  3. Posted December 21, 2017 at 11:51 am | Permalink

    Thanks! Would you be so kind as to post a review on Amazon?

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