A Tale of Two Doctors

Can customer service make or break a sale? You betcha! We recently found ourselves in need of a “primary care physician” for my husband (he was very sick). Not familiar with the doctors in this area, I asked a good friend for a recommendation. Here is what happened: Doctor #1: I spent 20 minutes on hold with this doctor’s office before I ever reached a live person. The lady who answered the phone was fairly abrupt and matter-of-fact with me. As we are considered “new patients”, I was told my husband would have to take a 30-minute “new patient” appointment (as opposed to a simple office visit); could he also show up 30 minutes early to do paperwork? At this point, the lady checked the appointment schedule - and informed me the doctor was fully booked for 2 days! She referred me to the local urgent care clinic. I thanked her and...