If You’re an Expert, Have an Opinion! Especially When it Comes to Customer Service

Sometimes the best way to understand better business practices is to experience similar emotions in different situations.  I recently spent some time in the hospital with a loved one who was dealing with cancer. We spent our time in and out of appointments, dealing with multiple members of the care staff, and waiting (A lot of waiting). I made the mental connection to business when we were dealing one of the many Doctors. He was carefully explaining the results of a procedure to all of us, asked considerate questions, and even cracked jokes. When we asked what options were available, the Doctor took the time to explain exactly all of the information we were hoping to find out. Many of the previous Doctors we dealt with were not as thorough, compassionate, or even cooperative. Some of them even said things like, “Surgery will be risky, so it’s up to you. It doesn’t matter to me what you decide, you just have to make a decision.” These interactions make patients feel scared, confused, or even ashamed and embarrased for bothering the Doctor.