‘Laura Loves…’
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This week’s post brings two tales and two outcomes, one good one bad.
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On Sunday night I arrived at a hotel after a long, slow drive, I have to say I was really tired. I walked into the hotel with lots of bags; my suitcase, vanity bag, gym bag and handbag!
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When i walked in, the girl on the desk was checking in another customer.
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Now this is the good story:
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- She made eye contact with me and smiled the moment I walked through the door.
- I waited behind the other customer and she asked him to excuse her just one moment, then said to me that she would be a few minutes and would I like to sit down while I was waiting, she would call me when she was available. I said no after sitting down for four hours!
- I then had a very pleasant check-in – they had pre-checked me in as I had stayed there before – they had an envelope ready for me with my room key in, and they didn’t need to take a swipe of my card. GREAT!
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Compare that to this morning’s check out:
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- I walked up to the desk and the girl was on the phone.
- She ignored me and turns her back to me.
- She was definitely talking to a colleague.
- Finally when she turned round slightly I managed to catch her eye, made a huge ‘huff’ noise and gave her an ‘are you kidding me’ look. She then took my room key and starting checking me out while still on the phone…
- I started to talk to her so she couldn’t ignore me any longer! She then told the person to hang on as she had ‘someone’ to deal with!
- I then said ‘I don’t think you should be dealing with me in this way should you?’ To which she responded by ignoring me again!
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Yes, super-cow Laura kicked in and I couldn’t take it any longer! However I resisted pointing out that the customers of the hotel pay her wages and she should make more of an effort!
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This leaves me asking you:
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What happens in your practice when patients walk in?
How do the team deal with ‘queuing’ patients or a ringing phone when already with a client?
What are your systems? Do they work and is everyone following them?
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The first example in a Marriott was great; she was well trained, happy and made me feel good. The second example this morning in a Hilton was poor and made me feel angry!
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How do your patients feel?
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