This morning had the privilege of taking my daughter to the oral surgeon to have her wisdom teeth removed. The intake process was pleasant enough, she went to the operatory, and I settled into the waiting room while the surgery was taking place. I opened my computer to work, and looked for a Wi-Fi connection. The office had wireless, but it required a security key to access. I went to the front desk to ask if wireless was available. The FD person looked up after a minute, said “no” and looked back down at her paperwork.
I found the interaction unsatisfactory.
On the one hand, I understand if the practice doesn’t want to offer Wi-Fi. On the other hand, the FD person could have been more sociable. The oral surgeon has a practice where return customers/patients are less important than at most practices, so maybe it doesn’t matter. If my daughter’s primary dentist asks “how was the experience at the oral surgeon’s office?”, the answer will not be as positive as it might have been.
The questions I would ask this oral surgeon include:
- What is your standard for customer interaction?
- Is the person who sits in the waiting room, and pays the bill a customer?
- Have you thought about the customer experience of those who wait? (beyond the radio playing and magazines)