ACT YOU WITH RESPECT AND CONSIDERATION TOWARDS YOUR CUSTOMERS?

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Last month, I had an appointment to make vaccinate my puppy Rudy, beautiful small a schnauzer. Two minutes after our arrival, the veterinary surgeon accomodates us with a great smile and while it plays a little with my small China and flatters it, it asks me questions about its health. It gives him its vaccine and a gatery and less than fifteen minutes later after having paid the invoice, we already set out again in the house, “Wow what a good service” say to me I to myself!

Last week I have an appointment, after more than four months of waiting, to make me remove a small cyst on the right front armlever at the St-Luc hospital of Montreal. In spite of my go to 10h00, I am called in the office of the doctor with 11h15 only. Being a red type of personality, I hate to wait and particularly people who do not respect their go.

Doctor Denis Bernard is approximately 55 years old, it has a small moustache in Hilter and a large paunch. Let us say that it does not have the air in very good health. It does not smile and it does not even say to me hello. I try to have a conversation with him: “That made how much years that you are a doctor? ” It answers me simply: “A long time. ” It has as much conversation than a sardine out of box. I say myself: “It is surely a blue. ” Less than ten minutes and two points of joining later, I am on the way towards at home.

Before leaving the consulting room of the doctor, this last requires of me to take appointment in one week to make remove my two points of joining. I say to him: “Doc., I hate to wait and my time is invaluable. Would there be average not to wait an hour fifteen minutes as this morning in spite of my go? ” He says to me: “Come then to 8h30 Wednesday morning. You will be the first and you will not wait. ”

I present myself at the hospital Wednesday following to 8h25. One asks me to have patience though I am the first on the list. With 8h45 I still have patience. It is 9h00 and one still did not name my name. My pressure goes up of a notch. 9h15 I always wait and the boucane starts to leave me by the ears. Moreover, full the people made after me are called in the consulting room of the doctor.

I rise and I will see the receptionist and I ask him what occurs: “Being the first on the list, I should pass in first before all these people, not? Would you have forgotten me? ” She says to me that all these people have appointments with the other doctor and that my doctor did not arrive yet! “Not arrived yet? How that? ”, I ask him. “Where is it? I had appointment with 8h30 in order not to wait? ”

She answers me: “I do not know to me Sir, it would be necessary to ask him. ” I do not return from there! The doctor did not even invite to inform of his delay. Perhaps did it have a serious accident? I ask so that it be called. She refuses. With a little insistence, the receptionist finally accepts to call it.

She comes to see me later five minutes and she says to me to have spoken to the doctor. He said to him that he held a meeting with 9h30 and that he came himself to the hospital thereafter. That wanted to say that it would not be there before at least 10h00. I am into beautiful calvai…!!! It is about a lack of respect and consideration total towards its patients. If it had a so important appointment, it could have informed its patients via his secretary, not?

I do not want to wait a minute more. I explain the situation with the nurse in chief, Suzanne, and I ask him most calmly possible to remove me my two points of joining. It refuses. It even mentions me that it is normal to sometimes await 2-3 hours in the waiting room in spite of an appointment. Incredible, which beautiful standard of service to the customers, this is not?

I show him my wound and I mention to him that it is well closed again. She once again refuses to remove me my points pretexting that she absolutely needs the authorization of the doctor. I ask him to use his judgement of nurse in chief. She still refuses. “Shit, I fell on another blue. ” I ask him to see the other doctor. It says to me that he could nothing make because he has another speciality. I say to him: “That do you suggest me? ” It answers me with any sympathy: “To wait until the doctor arrives. ”

I insist and asks to call again him Dr. Bernard. It returns five minutes later and it says to me that the doctor authorized it to remove my points. I ask the nurse who was on the point of removing my points of joining: “Mr. Bernard at least did excuse himself. ” It answers me: “Not, and it does not have to be excused. ” Fifteen seconds later my two points of joining were removed and I left the hospital.

INCREDIBLE! If this doctor were a veterinary surgeon rather than médécin in our system of execrable health, believe me, it would go bankrupt very quickly because no customer would turn over to see it. Moreover each customer would speak about him of badly with 11 people on average and nobody would recommend his services.

Perhaps you will say to me: “Yes but Patrick, it is normal to wait in the hospitals in Quebec. ” Since when the mediocrity, the lack of respect and consideration did become a standard? It is high time to change our current system which in spite of many reforms and billion dollars later still does not function better. Health is like a hole bottomless. That is to us more and more expensive like taxpayer and it is only one beginning being given the ageing of the population and we have services less and less.

Is this the way in which you treat your customers? I hope well that not. Your customers are very occupied people. Always act towards them with respect and consideration. Do not make them wait and respect your engagements and your promises. You always point out that your customers are the most important people in the world. Without them your income would be null.

In what milked with health, it is nevertheless incredible which the dogs in Quebec are ten times treated better than the human ones, you do not believe?

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