Have you ever had an unpleasant customer service experience in a health care setting? Not saying it happens everywhere or every time but such an experience has been known to occur. All too often at some organizations.
Seth wants to know the price of nice:
So, here’s the question: if all I want, the only extra, is for someone to be nice to me when I visit your business, how much extra does that cost? How much extra to talk to a nice person when I call tech support? How much extra to find a nice receptionist at the doctor’s office? Would you pay $9 extra for a smile when you dealt with the Social Security bureaucrats and were filing a form?
The occurrence of unkindness is inexcusable, really. No one (at least the sane no ones) expects anybody to go above and beyond in every service opportunity. But patients should insist upon a pleasant interaction every time; a smile would be a good touch, too.
Some patients are willing to pay extra for it, they shouldn’t have to, but they are. Insurance complicates (per usual) this thought in the health care world, but think of it like this: would you be willing to drop a five-dollar bill in a collection plate as you enter the organization’s door in order to be treated nicely throughout your visit? Many would. It may be surprising what people would be willing to pay for enjoyable service.
I think there’s a huge gap between what people are willing to pay for nice (a lot) and what it would cost businesses to deliver it (almost nothing). Smells like an opportunity.
Principle #34: An opportunity it is. At our own system nice comes standard. It’s not even (entirely) about the financial opportunity that comes with being nice, it’s (mostly) about the way people should be treated in their time of need. We will include “will be nice to everyone” in the first paragraph of the job description.