I recently vacationed in Egypt along with my better half. We spent some time in Cairo, toured the Valley of the Kings and Karnak Temple in Luxor, hiked to the top of Mt. Sinai, and much, much more. But one thing we never really found while we were vacationing was consistent customer service. I usually steer clear of the bad side of service because there are usually so many great examples to talk about. But, I can't ignore the teachable moments of these "what not to do" moments:
If someone pays you money to drive them somewhere, show up at least somewhat close to the time expected, and if they have to come and find you and wake you from your slumber, be a little apologetic.
If you make a milkshake, do not let it sit in the sun for 15 minutes until it's grossly luke warm before delivering it to customers (especially when they're already doubled over with stomach cramps).
If someone pays you to drive them somewhere, don't stop on the middle of the highway and leave your car running while you go to get a snack.
Don't sleep on the job...at the counter, in your chair, or on the floor of your store.
When driving a cab without AC in 100 degree heat through dusty streets, take down the dangling soccer ball in the window so that it doesn't hit passengers in the head with every bump.
I should say that it's a charming country, but excellence in service simply isn't something that's there, yet. How does this apply to healthcare? Obviously, we're not hitting patients with soccer balls, feeding them rancid milkshakes or sleeping on the job. We do, however, give patients experiences that they may talk about, just as I am speaking about my trip to Egypt. If an experience is "ok," it sparks very little conversation, but if it's awesome (or awesomely bad) it sparks many.
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