Marketing 101 - again
How to damage your image
Had surgery the other day. Nothing serious, just a walk-in/walk-out of a few hours.
Came into the hospital, filled out all the paperwork, and was escorted to the waiting room by an administrator who was professional and enjoyable.
In the waiting room, had a great conversation with the nurse and receptionist there (this is a hospital - you go nowhere without someone from the hospital being in front of you).
Was called in to the surgery room, met a great nurse and had a great conversation with her as we went through the procedure (as well as the doctor - but, he was not part of the hospital, he was my doctor who came in to do the procedure).
My doctor left after the procedure and the nurse and I continued to talk - I had to wait about 10 minutes to make sure that I was okay after the surgery.
The nurse filled out all the paperwork for me, telling me what and what not to do, what I can and cannot eat, how much medicine I should take, etc. This was all written on a piece of paper, with the top area for signatures and the bottom with all the instructions.
Then, the unbelievable happened, the nurse took out a pair of scissors and cut the bottom half of the paper off and handed it to me.
No, the paper wasn't a tear sheet. No, it wasn't a separate piece of paper. It was the second half of paper and cut.
An experience that was nerve wracking and stressful, ending with a nurse cutting a piece of paper in half with all the instructions on it. What a reminder that hospitals are run by people who don't care about their patients.
Terrible marketing as well as bad operations. In fact, the nurse apologized for cutting the paper in half.
Does your business do something like this? Have you gone down the lowest level of your business and seen how it interacts with the customer?
I was so embarrassed for them - especially for the nurse having to apologize.