Few days back a friend had to get a minor surgery done for her infant baby. The surgery had been planned for many months as multiple opinions had to be taken, ensured that the baby does not catch flu etc, the concerned doctor appointment to be fixed for the surgery and the pediatrician had to give a clearance. She said previously the pediatrician had refused to give clearance certificate for the surgery as the baby had mild cold. Hence the eating habits and the other activities were monitored. After all this the day of surgery was fixed with the concerned doctor and hospital and clearance from the pediatrician taken. After all the planning and follow ups for several days with the hospital which is one of the best in the city, imagine her nightmare when she arrives to the hospital in the morning with the baby for the surgery and she finds that there is no room booked for her baby, no surgery planned etc. In short none of the hospital staff had any clue about the planned surgery. Unfortunately all the staff the lady had interacted with were either in the second shift or on their day off.
After a lot of discussion and blaming each other the problem was identified that the doctor had informed the same to the Operation Theatre (OT) in charge and he in turn did not inform the other administrative staff. Hence the doctor was not reminded the previous day. Isn’t this strange, the place where service matters the most and price a distant consideration, misses out on the basic service. Can it get worse? Just to state that the hospital has been doing a lot of marketing activities, adopting and maintaining various parks in the city, has its own magazine, runs various contest for the babies and the moms to be (as it’s a maternity and child care hospital) and of course has the among the best doctors in the city. But without the basic service does others really matter (except the of course talented doctors) Common sense is of paramount importance in business and customer service
That’s the mistake most of the service providers do. While the rest is all well, the service is goofed up. Customers don’t expect anyone to be perfect. They DO expect the service provider to fix things when they go wrong. The service providers need to train their staff accordingly which was missing in the above incident as the staff had no clue how to go about it with finally the patient deciding to call off the surgery on that particular day.
Have personally witnessed a few of such pathetic service provider, this is really visible when the staff is sales driven and they have a target to achieve. Unless the customer buys the required product the concerned will not even provide the basic service. Remember a friend stating that one of the biggest banks failed to provide her even basic service (Infact they would not say no but the work would never be done) as she refused to buy an insurance policy from them. Several follow up even till the top management did not help her. For the entire team emphasized with the staff and knew the importance of achieving the sales target. Hence they found the customer the villain for not buying the product and they thereby not reaching the target and getting that coveted promotion and incentives She was made to run around for even the basic banking transaction to be done once.. Finally after giving up she has slowly started shifting her transactions to other bank as the entire shift would be difficult at once. After all she was transacting with the bank for more than 10 years.
Now imagine a person in her 30’s transacting with the bank for more than 10 years and is the introducer for 4 more accounts from her family and each of them transact in alteast 7 digits number every year, is not provided basic service because she refused to buy a insurance policy. I am sure just by providing good service the bank would have made many times more the profit then they would by her buying a mere insurance policy.
While all the service providers wants to increase the sales, margins, profits etc and plan million of dollars budget on advertising, promotion etc to achieve the same they forget the very basic what a customer expects. She just wants a good service rest are all cherries on the cake. Being on par in terms of price and quality only gets one into the game. Service wins the game