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The Customer Prevention Department

Posted By: Randy GageJanuary 25, 2013

Recently we looked at how creating unrealistic expectations kills business.  But how about something even more basic – customer service?

It is simply shocking how many businesses seem to have a customer prevention department.  They actually appear to do anything possible to drive business away.

Here’s an experience I have to share with you, because there are so many lessons to be learned from it…

Dr. Jack M. Trainor in Fort Lauderdale promotes his practice as Trainor Sports Medicine.  The website says he was a college baseball player who tried to continue his career professionally for a few years.  Since I’m interested in extending my legendary (in my own mind) softball career, I called for an appointment.

The call went very long.  The lady wanted extensive information, including my date of birth, what conditions I wanted treatment for, what insurance, plan number, member number, etc.  After all that, she confirmed the appointment and said I should arrive 15 minutes early – to fill out the new patient form.  I asked if that wasn’t what we just did, since she asked for everything.

She said, “No, that’s just so we can enter you in the system.”  Now if there’s one thing I hate, it’s when people waste my time, because that is so valuable.  But what’s the point of arguing with a robotic employee who doesn’t make policy?  She said the form was on the website and could be filled out there.

When you fill out the form online, it’s just a PDF you download:  You have to print it out and bring it in; nothing is entered into the system.  Think how much sense it would make to actually have data fields on the site, so everything the patient enters would automatically be in the system.

Then, the few extra things that weren’t in the phone interview wouldn’t need to be manually entered by an employee.  (And of course if you did do that, you wouldn’t need to waste the patients’ time with an extra 15 minutes on the appointment call.)

Imagine a software package specifically for doctors, dentists, chiropractors and other professionals (attorneys, accountants, etc.)  that they could put on their websites and mobile apps to expedite the new patient/client process.   Not sure, maybe Clay Collins, Brian Short, or Naomi & Jim Rhode already have a template system like this.   If you do, I know a place that needs it!  If not, there’s a great opportunity for someone here...

Now what are the lessons so far?

Like a lot of businesses today, this one is torn between the paper world of the past and the digital world of the present.  They’ve been having new patients fill out paper questionnaires for years, and no one is enough of a critical thinker to question whether it still makes sense.   They took all the information on the phone, then made me do it again on the form because they don’t care about inconveniencing their patients or making it easy to buy from them.

Now some of you will argue that doctors and other professionals get an exemption from this.  They see people as patients, not customers.  (I actually used to manage a medical center once, and can sympathize with the hassles of running a practice today in the HMO and Obamacare environment.)

But lousy customer service is still lousy customer service...

So that was supposed to be the blog today.  A short rant about lousy customer service and an example to demonstrate how solving a problem could create a new business opportunity.  

But wait until you read what happened next…

I arrive at the appointed time.  The nurse or medical assistant calls me into the back just a few minutes later.  That’s a promising sign.  Then she says, “We’re going to sit down and talk a few minutes, I’ll take some pictures of your shoulder, and then you can make an appointment for your herniated disc.”

Of course I reply that I’m there to check out both my shoulder and herniated disc.  She says, “We only work on one body part each appointment.  You can schedule another appointment for your back.  That’s the way we have to do it.”

I explain that my herniated disc is causing me the most pain and I want to speak to the doctor about it.  She replies, “Then we can look at your back this appointment and make another appointment for your shoulder.”

I don’t even now how to process what she’s telling me; it might as well be Swahili.  I start stuttering and stammering, trying to explain that I have two issues to discuss with the doctor.  She says, “I’m sure they told you when you made the appointment: we only treat one body part at a time.”  I respond that they certainly did NOT tell me that, and I want to speak to the doctor about both issues.  She stops what she is doing, looks very sternly at me and says, “I’m not trying to give you a hard time.  And I don’t expect you to give me a hard time.”

Now I’m looking around for the hidden camera, thinking this has to be a new prank reality show.  No such luck… 

She tells me that my insurance only covers one condition per appointment.  “Okay,” I reply, “I just pay the difference.”

She says that’s “not allowed.”

“Okay I will just pay cash for both things, just forget the insurance.”

“We can’t do that; it’s illegal.”

“It is not illegal.  There are no laws that prohibit me from paying cash for my own medical care.”

“It’s too late.  We already entered your insurance information.  I told you, I’m not trying to give you a hard time.  And I don’t expect you to give me a hard time.  We only treat one body part at a time.”

“I want a holistic doctor, one that treats my whole body.”

“I told you, we only treat one body part at a time.”

I took one last look, hoping to find a camera crew somewhere, so we could all laugh about the joke, but there was none.  So I left.

There are enough customer service and marketing lessons in this one 20-minute experience to build a whole workshop around.  Bottom line: It doesn’t matter if you call them clients, passengers, patients, or some other label – they are still customers.  And businesses that want to stay in business should respect them.  Make it easy for people to spend money with you, instead of driving them away.

-RG

198 comments on “The Customer Prevention Department”

  1. That's a great post I hope, you offered the practice named a chance to respond within the blog post though Randy it only seems fair.

      1. @Randy_Gage That's fair enough I would say you should certainly email them the link though so that they know it's here to comment on - If they have email that is!

        1. @johnjbloomfield I checked and of course their website doesn't offer one.  He has a Twitter account so I sent him a tweet.  But since his last tweet was September 18. 2012, I'm not holding my breath...

  2. That's a great post I hope, you offered the practice named a chance to respond within the blog post though Randy it only seems fair.

  3. @johnjbloomfield I don't screen responses here. They're free to post anything they would like.  I for one, would be eager to hear what they have to say!
     
    -RG

  4. @Randy_Gage That's fair enough I would say you should certainly email them the link though so that they know it's here to comment on - If they have email that is!

  5. I'm sort of like a fish right now with my mouth opening and closing. I have never heard a doctor that won't happily take cash. After all they haven't billed the insurance company until after they've seen you. I can't imagine many people would accept that type of rudeness, but there are people who still think of doctors as gods.

  6. I'm sort of like a fish right now with my mouth opening and closing. I have never heard a doctor that won't happily take cash. After all they haven't billed the insurance company until after they've seen you. I can't imagine many people would accept that type of rudeness, but there are people who still think of doctors as gods.

  7. They make more money off the insurance than cash business...so if they can get you in for 2 separate appointments.

  8. They make more money off the insurance than cash business...so if they can get you in for 2 separate appointments.

  9. Reminds me of when I bought a computer at Best Buy years ago with the 'no payments or interest for one year' plan...I went into the store the day before the promotion expired to pay it off so I wouldn't get hit with the accumulated interest charges. That's when I find out that they didn't take payments at the store!! I told them it was on my Best Buy card, and they said 'yeah, but we don't actually accept payments in the store.' What store doesn't not let you make payments at the store on their own credit card...??? I ended up paying several hundred dollars more than I should of had to. Needless to say, they have forever lost my business...!!

  10. Reminds me of when I bought a computer at Best Buy years ago with the 'no payments or interest for one year' plan...I went into the store the day before the promotion expired to pay it off so I wouldn't get hit with the accumulated interest charges. That's when I find out that they didn't take payments at the store!! I told them it was on my Best Buy card, and they said 'yeah, but we don't actually accept payments in the store.' What store doesn't not let you make payments at the store on their own credit card...??? I ended up paying several hundred dollars more than I should of had to. Needless to say, they have forever lost my business...!!

  11. That software idea is a great suggestion.. re:the doctors office staff and policy  "people are at the mercy of their own immaturity".. repelling new buisness, for the sake of antiquated policy & procedure? "UN-wow".. get relevant!

  12. That software idea is a great suggestion.. re:the doctors office staff and policy  "people are at the mercy of their own immaturity".. repelling new buisness, for the sake of antiquated policy & procedure? "UN-wow".. get relevant!

  13. in my previous work we used to answer a lot of inquiries via email, why? because the "website" of our client is very hard to use for everybody...imagine us technical support cant navigate and make use of the site, imagine how the end home users feel! and this healthcare provider earns billions per year!

  14. in my previous work we used to answer a lot of inquiries via email, why? because the "website" of our client is very hard to use for everybody...imagine us technical support cant navigate and make use of the site, imagine how the end home users feel! and this healthcare provider earns billions per year!

  15. I have stories that can top this! I'll have to take the time to write them down. Maybe there was no hidden camera, but I was laughing while reading! BTW- I relieved my herniated problem 10 years ago. No surgery, No drugs, No doctors (except for an MRI). I'm happy to share, just message me.

  16. I have stories that can top this! I'll have to take the time to write them down. Maybe there was no hidden camera, but I was laughing while reading! BTW- I relieved my herniated problem 10 years ago. No surgery, No drugs, No doctors (except for an MRI). I'm happy to share, just message me.

  17. I read a post awhile back that was shared. It was a Doctor talking about this very issue. About how frustrated he was with the Obama care system and how it affected his practice. Mentioning how he cannot discuss matters outside of what the appointment was scheduled for because of insurance billing issues. I readily admit I do not even begin to understand the working of doctors and their practices but can empathize a little as I am in the autobody business.

  18. I read a post awhile back that was shared. It was a Doctor talking about this very issue. About how frustrated he was with the Obama care system and how it affected his practice. Mentioning how he cannot discuss matters outside of what the appointment was scheduled for because of insurance billing issues. I readily admit I do not even begin to understand the working of doctors and their practices but can empathize a little as I am in the autobody business.

  19. I think it's creating efficient systems (which can be sales funnels) for physical locations. I think we tend to be really critical of other people's business when we try to tweak and improve every aspect of our own sales process. I'm always in awe when I see one that works very well because I know they put in the time.

  20. I think it's creating efficient systems (which can be sales funnels) for physical locations. I think we tend to be really critical of other people's business when we try to tweak and improve every aspect of our own sales process. I'm always in awe when I see one that works very well because I know they put in the time.

  21. Wow that's crazy! Who doesn't want more business at one time?! In auto repair, we're always checking the cars to bring issues to people's attention and we're sometimes rewarded with them having the work done. My dad is good about not letting money walk out the door. Other shops do this too. I've heard "We don't work on SAAB's (brake replacement)", "I couldn't find the leak (did you even look?)", and they "pass" items that should fail on a state mandated inspection. Being convenient is the easiest way to get people to spend extra money with you! Thanks for the post Randy!

  22. Wow that's crazy! Who doesn't want more business at one time?! In auto repair, we're always checking the cars to bring issues to people's attention and we're sometimes rewarded with them having the work done. My dad is good about not letting money walk out the door. Other shops do this too. I've heard "We don't work on SAAB's (brake replacement)", "I couldn't find the leak (did you even look?)", and they "pass" items that should fail on a state mandated inspection. Being convenient is the easiest way to get people to spend extra money with you! Thanks for the post Randy!

  23. This is exactly on target!  So many employees today lose sight of common sense. The other day my Wife and I went to On The Border to eat for lunch.  The hostess sat us right out side the swinging doors to the kitchen, even though there were about 10 booths near the window with no one in them. When I asked about those, she said, "Those are in another servers sections and we need to sit you here.... I said, "Hey, I'm the customer, I don't care what server is next in the queue for a table, I'm here to enjoy lunch with my wife and not sit in a cramped booth near the load kitchen and swinging doors.  They move us to another seating area.  When the manager came by to see how our lunch was, I expressed my opinion from the customer experience prospective. The manager informed me that how they seat people was from corporate and for fairness to the servers... How stupid!  The focus should be on the customer.

  24. This is exactly on target!  So many employees today lose sight of common sense. The other day my Wife and I went to On The Border to eat for lunch.  The hostess sat us right out side the swinging doors to the kitchen, even though there were about 10 booths near the window with no one in them. When I asked about those, she said, "Those are in another servers sections and we need to sit you here.... I said, "Hey, I'm the customer, I don't care what server is next in the queue for a table, I'm here to enjoy lunch with my wife and not sit in a cramped booth near the load kitchen and swinging doors.  They move us to another seating area.  When the manager came by to see how our lunch was, I expressed my opinion from the customer experience prospective. The manager informed me that how they seat people was from corporate and for fairness to the servers... How stupid!  The focus should be on the customer.

  25. There are a few practices that are taking cash only so they can treat their patients as people, and not be limited by insurance regulations.
    People/consumers/patients need to really start looking at the choices available, be informed and support those physicans who want to be an honest provider and not an insurance approved provider.  We as consumers should start expecting and demanding appropriate treatment, then be prepared to pay for the services rendered.  To many people are accepting only what their insurance will cover and no more.
    Be prepared finacially to make choices for your health.
    that is my rant for today.  thanks RG

  26. There are a few practices that are taking cash only so they can treat their patients as people, and not be limited by insurance regulations.
    People/consumers/patients need to really start looking at the choices available, be informed and support those physicans who want to be an honest provider and not an insurance approved provider.  We as consumers should start expecting and demanding appropriate treatment, then be prepared to pay for the services rendered.  To many people are accepting only what their insurance will cover and no more.
    Be prepared finacially to make choices for your health.
    that is my rant for today.  thanks RG

  27. Randy...The gist of what you're talking about seeps into so many other interactions of our lives. I especially love the menu/maze of so many companies answering systems. Could they talk any slower, or try to address any other incredibly tiny issues that nobody deals with. One example...I have to call tech support for a software we use. You would think there would be a special number for Spanish speaking customers, or a separate line for the one percent of French speakers, but NO, every time I call in, I have to listen to those options.  Now while I'm off on the answering machine thing, how about this?  How long have we been leaving messages? 20 years? At least right? Yet today in the year 2013, I have to get a lesson on leaving a message every time the person I'm calling does not answer. It drives me nuts.  Sorry about going off on that, but my point is this...Every thing in our lives these days is dumbed down to the to the lowest common mentality. If you have any brains at all you'll have to get used to it. In the time it took you to read this, 1,342,054 people were born, and most of them can only be seen for only one condition at a time.

  28. Randy...The gist of what you're talking about seeps into so many other interactions of our lives. I especially love the menu/maze of so many companies answering systems. Could they talk any slower, or try to address any other incredibly tiny issues that nobody deals with. One example...I have to call tech support for a software we use. You would think there would be a special number for Spanish speaking customers, or a separate line for the one percent of French speakers, but NO, every time I call in, I have to listen to those options.  Now while I'm off on the answering machine thing, how about this?  How long have we been leaving messages? 20 years? At least right? Yet today in the year 2013, I have to get a lesson on leaving a message every time the person I'm calling does not answer. It drives me nuts.  Sorry about going off on that, but my point is this...Every thing in our lives these days is dumbed down to the to the lowest common mentality. If you have any brains at all you'll have to get used to it. In the time it took you to read this, 1,342,054 people were born, and most of them can only be seen for only one condition at a time.

  29. your experience sounds like the doctors start running their patients like customers already:
    which is what they do since their PC-systems run by programs which only offer certain gaps to fill-in. No multiple "choice" anymore - if they can only go for 1 issue, then I guess their system runs that way, which is why she kept on replying the same sentence to you.
    last time I discussed something with my regular doc. whom I rarely see he said that Government checks on him how much medicine of "this" he gives to the patient "x" to make sure none gets too much and can give it or send it to someone else (as it happened in the past). Everything is controlled by running programs. We´re all readable. We´re "in". Service is pretty much over.
    Over here, German hospitals ask for (more) patients to get their patients-rooms completely "booked" (full). Bosses of hospitals call it: having an eye on efficiency.
    What you experienced is also an issue of how the insurance companies check the bills before they pay. And then Government controls the insurance companies or at least ask for their statistics.
     
    My experience in terms of customer service still is way high for the U.S. ´cuz our country suffers lack of it since ages....
    But say, how´s your back now doing?

  30. your experience sounds like the doctors start running their patients like customers already:
    which is what they do since their PC-systems run by programs which only offer certain gaps to fill-in. No multiple "choice" anymore - if they can only go for 1 issue, then I guess their system runs that way, which is why she kept on replying the same sentence to you.
    last time I discussed something with my regular doc. whom I rarely see he said that Government checks on him how much medicine of "this" he gives to the patient "x" to make sure none gets too much and can give it or send it to someone else (as it happened in the past). Everything is controlled by running programs. We´re all readable. We´re "in". Service is pretty much over.
    Over here, German hospitals ask for (more) patients to get their patients-rooms completely "booked" (full). Bosses of hospitals call it: having an eye on efficiency.
    What you experienced is also an issue of how the insurance companies check the bills before they pay. And then Government controls the insurance companies or at least ask for their statistics.
     
    My experience in terms of customer service still is way high for the U.S. ´cuz our country suffers lack of it since ages....
    But say, how´s your back now doing?

  31. @johnjbloomfield I checked and of course their website doesn't offer one.  He has a Twitter account so I sent him a tweet.  But since his last tweet was September 18. 2012, I'm not holding my breath...

  32. Hi Randy
    If you persisted on 2 parts at a time with the lady asst, you have to add one more part -HEAD-as you get headache.Make a great escape.
    R KRISHNAMOORTHY

  33. Hi Randy
    If you persisted on 2 parts at a time with the lady asst, you have to add one more part -HEAD-as you get headache.Make a great escape.
    R KRISHNAMOORTHY

  34. Randy - thank you for writing this. I think all of us have many customer service stories and most of them are negative. This reminds me to post one about my recent experiences with Bright House Network - and it was not a good experience. A quick lesson - don't have your land line phone service through your internet service provider since if the internet connection goes down so does your phone service.

  35. Randy - thank you for writing this. I think all of us have many customer service stories and most of them are negative. This reminds me to post one about my recent experiences with Bright House Network - and it was not a good experience. A quick lesson - don't have your land line phone service through your internet service provider since if the internet connection goes down so does your phone service.

  36. Honestly Randy.. if I didn't know better I'd swear this was a script for a sitcom.. I was laughing out loud when reading it.. And what sucks is that's it's not.  
     
    I hate rules...always have. Obviously this office is run with a set of rules that benefits only one entity; the office/doctors. And as you say, this is the opposite of what customer service is about. I guess they aren't acquainted with the old but true statement, "The customer is ALWAYS right". Without the customer, there's no business. They also have a problem with Integrity, but let's not go there. This office is run like the DMV or Post Office.. Rules, Rules, Rules.. UGH!

  37. Honestly Randy.. if I didn't know better I'd swear this was a script for a sitcom.. I was laughing out loud when reading it.. And what sucks is that's it's not.  
     
    I hate rules...always have. Obviously this office is run with a set of rules that benefits only one entity; the office/doctors. And as you say, this is the opposite of what customer service is about. I guess they aren't acquainted with the old but true statement, "The customer is ALWAYS right". Without the customer, there's no business. They also have a problem with Integrity, but let's not go there. This office is run like the DMV or Post Office.. Rules, Rules, Rules.. UGH!

  38. You were correct to RUN from that office.  Some offices are insurance driven.  Some aren't.  My Dental practice is not.  We would rather see patients like you who want to be healthy.  Try finding another provider who will take your personal payment.  We are out here!.

  39. You were correct to RUN from that office.  Some offices are insurance driven.  Some aren't.  My Dental practice is not.  We would rather see patients like you who want to be healthy.  Try finding another provider who will take your personal payment.  We are out here!.

  40. Thanks for that post Randy. It lets us know that we're not the only ones subjected to doctors assistants who are following some rules that do not serve either them or us well.  My wife recently went for a procedure in the facility where she sees her Holistic doctor. Like you... all that paperwork was required when it could have been done online. The kicker was that the assistants informed her, once she got back in their treatment area, that she had to have a physical before the procedure could be done. Her doctor did not share that with her! She asked who would do the physical and they responded that they had several doctors on call and 'whoever was available' would do it.  Since her doctor was in the same facility, she asked for him and she was told that he wasn't ANY part of the process there! That did it for my wife. She got up and we came back home. Oh by the way... they were courteous enough to send us a bill for that!  Correct.  NO procedure was done. 
    An email to HER doctor got the bill cancelled but you can imagine my wife's feelings about that facility are not what they used to be. Credibility went down the drain!  All because of people following rules that they believe can NOT be bent or broken.  Thinking OUTSIDE the box is NOT allowed!

  41. Thanks for that post Randy. It lets us know that we're not the only ones subjected to doctors assistants who are following some rules that do not serve either them or us well.  My wife recently went for a procedure in the facility where she sees her Holistic doctor. Like you... all that paperwork was required when it could have been done online. The kicker was that the assistants informed her, once she got back in their treatment area, that she had to have a physical before the procedure could be done. Her doctor did not share that with her! She asked who would do the physical and they responded that they had several doctors on call and 'whoever was available' would do it.  Since her doctor was in the same facility, she asked for him and she was told that he wasn't ANY part of the process there! That did it for my wife. She got up and we came back home. Oh by the way... they were courteous enough to send us a bill for that!  Correct.  NO procedure was done. 
    An email to HER doctor got the bill cancelled but you can imagine my wife's feelings about that facility are not what they used to be. Credibility went down the drain!  All because of people following rules that they believe can NOT be bent or broken.  Thinking OUTSIDE the box is NOT allowed!

  42. Hi Randy. Are you a business visionary ... glad to read you.
     
    My opinion on this is that without good customer service these dead, the customer is the foundation of your business, is paying for what you offer but take care that you go bankrupt.
     
    Many companies overlook this concept and in the end what happens is suffering.
     
    I send you greetings from Spain.

  43. Hi Randy. Are you a business visionary ... glad to read you.
     
    My opinion on this is that without good customer service these dead, the customer is the foundation of your business, is paying for what you offer but take care that you go bankrupt.
     
    Many companies overlook this concept and in the end what happens is suffering.
     
    I send you greetings from Spain.

  44. I usually get the recording asking for an acct # or your name & employee # and when you do that someone comes on and asks you the same questions, or better yet you talk to a recording that ask you 25 different questions, just get me to a live person and ask the question once..customer sevice is out the door...

  45. I usually get the recording asking for an acct # or your name & employee # and when you do that someone comes on and asks you the same questions, or better yet you talk to a recording that ask you 25 different questions, just get me to a live person and ask the question once..customer sevice is out the door...

  46. I did also in 1979, when I applied to work as an editor in the magazine Fascionación, the same owner of Vanidades, in Miami. Terrible!!!! Just came for Cuba. Never knew the reasons.

  47. I did also in 1979, when I applied to work as an editor in the magazine Fascionación, the same owner of Vanidades, in Miami. Terrible!!!! Just came for Cuba. Never knew the reasons.

  48. hahaa! yes! it works backwards! it's really awkard..! customer prevention must be active only if it's really bad for the customer! or else business will truly "fly away"! teh solution is somewhere in the middle

  49. hahaa! yes! it works backwards! it's really awkard..! customer prevention must be active only if it's really bad for the customer! or else business will truly "fly away"! teh solution is somewhere in the middle

  50. It takes so much work to gain a new customer....treating them like anything else other than a "valued customer" is idiotic... keep your current customers,and work to gain more...easy enough

  51. It takes so much work to gain a new customer....treating them like anything else other than a "valued customer" is idiotic... keep your current customers,and work to gain more...easy enough

  52. You know -- one of the worst things about this is that the Nurse thinks that she was "in the right" and cant see past the stupidity of it all... I am sure she went home and around the office afterwards telling everyone how "difficult" you were -- some will never get it and don't care to get it- best to leave them to their own extinction.

  53. You know -- one of the worst things about this is that the Nurse thinks that she was "in the right" and cant see past the stupidity of it all... I am sure she went home and around the office afterwards telling everyone how "difficult" you were -- some will never get it and don't care to get it- best to leave them to their own extinction.

  54. Hi Randy, Insurance and government have ruined the doctor patient relationship! Regards, Lenore Goodnreadytogo

  55. Hi Randy, Insurance and government have ruined the doctor patient relationship! Regards, Lenore Goodnreadytogo

  56. Randy:
     
    On a different note, if you are interested in healing your back and shoulder, please give me a call. I can refer you to a Class 2 medical device in your area that will eliminate the pain and increase your mobility. I am 56 years old and I am the starting third baseman for the Warriors baseball team. I have bone-on-bone on my left knee and was told I would need a knee replacement. I was constantly getting cortisone and Synvisc shots to alleviate the pain. I was told I would have to give up baseball and skiing. I am now pain free and I continue to run, play baseball, and ski. If interested, please give me a call at 406-581-9200.

  57. Randy:
     
    On a different note, if you are interested in healing your back and shoulder, please give me a call. I can refer you to a Class 2 medical device in your area that will eliminate the pain and increase your mobility. I am 56 years old and I am the starting third baseman for the Warriors baseball team. I have bone-on-bone on my left knee and was told I would need a knee replacement. I was constantly getting cortisone and Synvisc shots to alleviate the pain. I was told I would have to give up baseball and skiing. I am now pain free and I continue to run, play baseball, and ski. If interested, please give me a call at 406-581-9200.

  58. While YES it is true that for INSURANCES Purposes they can ONLY See You for ONE issue, it is BS that You cannot DISCUSS both issues... and Made Plans for whatever Test may need to be given... That Docs office was a Crappy excuse for Customer service and for being a Holistic Doc.   I have had 27 Surgeries and Everytime I see my different docs although We ONLY BILL for ONE Specific issue since any Injury or Illness affect the ENTIRE BODY how DO YOU NOT discuss other issues... LOL....

  59. While YES it is true that for INSURANCES Purposes they can ONLY See You for ONE issue, it is BS that You cannot DISCUSS both issues... and Made Plans for whatever Test may need to be given... That Docs office was a Crappy excuse for Customer service and for being a Holistic Doc.   I have had 27 Surgeries and Everytime I see my different docs although We ONLY BILL for ONE Specific issue since any Injury or Illness affect the ENTIRE BODY how DO YOU NOT discuss other issues... LOL....

  60. This happens all to often, recently took me 5 weeks to sort a problem which could have been sorted in 5 minutes.

  61. This happens all to often, recently took me 5 weeks to sort a problem which could have been sorted in 5 minutes.

  62. I was trying to find the rational side of the doctor's story.  I thought maybe they didn't do the processing online because they were concerned with the person's privacy.  The further into the story the more ridiculous the doctor's office sounded!

  63. I was trying to find the rational side of the doctor's story.  I thought maybe they didn't do the processing online because they were concerned with the person's privacy.  The further into the story the more ridiculous the doctor's office sounded!

  64. Perhaps you are an holistic healer-I had another cleansing laugh.
    When I scanned your blog and saw the phrases "not allowed" that's illegal" "I will just pay cash", I assumed that you were seeking in America what is only happily provided in Amsterdam.
    Besides that, the gatekeeper you encountered is not interested in growing business. Seriously, it is best to say ok, no problem, and then when the doctor/therapist arrives, you tell the real story. I think poor Jack Trainor actually wants to help, but his mother-in-law does the intake forms.
    From a marketing perspective: his website tagline is "Putting the patient first, is what we are all about!"
    I bet he thinks American Airlines rocks. 🙂

  65. Perhaps you are an holistic healer-I had another cleansing laugh.
    When I scanned your blog and saw the phrases "not allowed" that's illegal" "I will just pay cash", I assumed that you were seeking in America what is only happily provided in Amsterdam.
    Besides that, the gatekeeper you encountered is not interested in growing business. Seriously, it is best to say ok, no problem, and then when the doctor/therapist arrives, you tell the real story. I think poor Jack Trainor actually wants to help, but his mother-in-law does the intake forms.
    From a marketing perspective: his website tagline is "Putting the patient first, is what we are all about!"
    I bet he thinks American Airlines rocks. 🙂

  66. Have had a similar experience myself. My pet peeve is doctors offices that have a 15 minute cancellation policy (if you are late they cancel and charge you for visit ) but keep you waiting in the exam room. I once asked a physician if he was going to pay me because he was late.

  67. Have had a similar experience myself. My pet peeve is doctors offices that have a 15 minute cancellation policy (if you are late they cancel and charge you for visit ) but keep you waiting in the exam room. I once asked a physician if he was going to pay me because he was late.

  68. Unfortunately this sounds very familiar. I've often had appointments with 'professionals' which have been preceded by extensive conversations and note-taking over the phone, only to arrive and find out that none of that information was conveyed to the 'professional', and in some cases, that the 'professional' could not help me with my particular problem !

  69. Unfortunately this sounds very familiar. I've often had appointments with 'professionals' which have been preceded by extensive conversations and note-taking over the phone, only to arrive and find out that none of that information was conveyed to the 'professional', and in some cases, that the 'professional' could not help me with my particular problem !

  70. Randy I know just how you feel. I need to go to the dentist and i called for 2 weeks in a row
    all i got is an answering service. When i finally got threw I was told I can't make an app. till i fill
    out the paper work than bring it to them which is an hour away than they will make an app.
    than i'll go get xrays and that is it than go back to have my teeth done.
    I couldn't believe it.

  71. Randy I know just how you feel. I need to go to the dentist and i called for 2 weeks in a row
    all i got is an answering service. When i finally got threw I was told I can't make an app. till i fill
    out the paper work than bring it to them which is an hour away than they will make an app.
    than i'll go get xrays and that is it than go back to have my teeth done.
    I couldn't believe it.

  72. wow, both - doctor's office and medical insurance need training in efficiency and customer service (and let's picture this situation in an ER - *we are only allowed to treat one condition at a time*

  73. wow, both - doctor's office and medical insurance need training in efficiency and customer service (and let's picture this situation in an ER - *we are only allowed to treat one condition at a time*

  74. I am 100% sure that in this case employees worked for fixed salary and are not receiving % for each customer. They do not feel as co-owners of that process - they are just robots in that company.

  75. I am 100% sure that in this case employees worked for fixed salary and are not receiving % for each customer. They do not feel as co-owners of that process - they are just robots in that company.

  76. Hahaha very funny randy, sorry you had to go tru that but good thing it.wasn't the twilight zone tudo..tudoo.tudodo ..tudodudo...lol

  77. Hahaha very funny randy, sorry you had to go tru that but good thing it.wasn't the twilight zone tudo..tudoo.tudodo ..tudodudo...lol

  78. Businesses are built or lost in almost exactly the same way, one customer at a time.... Thanks for the share, sparked a few ideas!

  79. Businesses are built or lost in almost exactly the same way, one customer at a time.... Thanks for the share, sparked a few ideas!

  80. Randy, There is an appointment for you at the Orthopedic clinic of Budapst at 11 am, where we can take care several part of you at the same time, address: 27th Karolina Rd., XI.st district Budapest, Hungary, Get better, Dr Szabolcs Kiraly

  81. Randy,
    You have an appointment at he Orthopedic Clinic of Budapest, on the 30th of January, 2013 at 11 am, where they can take care of your several parts at the same time.
    If you need to change the date, please call at 10 am at the same day, 
    Adress: 27th Karolina Rd., XIst distr. Budapest, Hungary. Get better!
    Dr Szabolcs Kiraly, +36209254233

  82. Randy,
    You have an appointment at he Orthopedic Clinic of Budapest, on the 30th of January, 2013 at 11 am, where they can take care of your several parts at the same time.
    If you need to change the date, please call at 10 am at the same day, 
    Adress: 27th Karolina Rd., XIst distr. Budapest, Hungary. Get better!
    Dr Szabolcs Kiraly, +36209254233

  83. Hmmmm....sure has been a lot of focus on the negatives 'round here, lately.  Here's the story as I see it (I'm a Law of Attraction coach)  Randy focussed on poor customer service from the airlines.  Law of Attraction always, consistently, gives us more of what we focus on.  "Poor customer service?" it says, "OK." 
     I expect Randy will continue to attract more poor customer service; we'll be watching, our friend!
     
    You see - the Law of Attraction is like the Law of Flotation - it always works.  If you float around in your kayak, enjoying a lovely day, you are experiencing the Law of Flotation.  If you run your kayak over a rock, and tear a hole in the bottom and sink, you are experiencing the Law of Flotation. It is still working, just fine!
     
    The Law of Flotation is about displacing water.  Displace water, you float; don't displace water, sink.
    The Law of Attraction is about focus & attention.  Focus on what you like, attract more of what you like; focus on what you don't like, get more of what you don't like.
     
    Luckily, our kayaker can flip that kayak over, and use it as a flotation device.
    Randy could flip his focus over, and begin telling us about his experience with flourishing businesses that provide  terrific customer service. It would take us to the same lesson, The Value of Great Customer Service, AND it would allow Randy, and us, to enjoy being the recipients of great customer service. To my mind, that is a much pleasanter way to live.  Of course, some folks like the adrenaline/testosterone rush of The Battle.  That's fine, but personally, I prefer peace & happiness.

    1. @MrsHealthandProsperity I don't focus on poor customer service.  I focus on how to grow businesses and create wealth.  And some of those lessons come from good examples (which I also feature) and some come from poor examples.
       
      -RG

      1. @Randy_Gage
         Indeed you DO focus on how to grow businesses and create wealth, and oh my goodness we love that (and you)!
         I would posit, however, that it is possible to focus on both Poor Customer Service (and attract more) AND on finding new ways to help your tribe grow businesses and create wealth.  They t'ain't mutually exclusive, are they?
        I just attracted a banking glitch;  I know exactly how I did that, and I will use it as a teaching point about how to avoid attracting-what-we-don't-want.
        AND I will clean up my act so that I don't attract similar, uncomfortable, teaching-points. Who needs 'em?  People can learn from Negatives, People can learn from Positives.  As a human being as well as teacher, I prefer to experience Positives, and teach from Positives.

        1. @MrsHealthandProsperity  @Randy_Gage 
          And yet-congruent with Randy's teachings on the value for value exchange, he showed up educated on the product, form-prepared, willing to pay. That value was met with a short list of how we would not receive the product as marketed. Second, RINS wise, it has received many comments on other people's poor service experiences, showing us, the prosperity student, the blue ocean of possibility for us. Really offer value, and you will receive value in return, because so many are screwing it up.

  84. Hmmmm....sure has been a lot of focus on the negatives 'round here, lately.  Here's the story as I see it (I'm a Law of Attraction coach)  Randy focussed on poor customer service from the airlines.  Law of Attraction always, consistently, gives us more of what we focus on.  "Poor customer service?" it says, "OK." 
     I expect Randy will continue to attract more poor customer service; we'll be watching, our friend!
     
    You see - the Law of Attraction is like the Law of Flotation - it always works.  If you float around in your kayak, enjoying a lovely day, you are experiencing the Law of Flotation.  If you run your kayak over a rock, and tear a hole in the bottom and sink, you are experiencing the Law of Flotation. It is still working, just fine!
     
    The Law of Flotation is about displacing water.  Displace water, you float; don't displace water, sink.
    The Law of Attraction is about focus & attention.  Focus on what you like, attract more of what you like; focus on what you don't like, get more of what you don't like.
     
    Luckily, our kayaker can flip that kayak over, and use it as a flotation device.
    Randy could flip his focus over, and begin telling us about his experience with flourishing businesses that provide  terrific customer service. It would take us to the same lesson, The Value of Great Customer Service, AND it would allow Randy, and us, to enjoy being the recipients of great customer service. To my mind, that is a much pleasanter way to live.  Of course, some folks like the adrenaline/testosterone rush of The Battle.  That's fine, but personally, I prefer peace & happiness.

  85. @MrsHealthandProsperity I don't focus on poor customer service.  I focus on how to grow businesses and create wealth.  And some of those lessons come from good examples (which I also feature) and some come from poor examples.
     
    -RG

  86. @Randy_Gage
     Indeed you DO focus on how to grow businesses and create wealth, and oh my goodness we love that (and you)!
     I would posit, however, that it is possible to focus on both Poor Customer Service (and attract more) AND on finding new ways to help your tribe grow businesses and create wealth.  They t'ain't mutually exclusive, are they?
    I just attracted a banking glitch;  I know exactly how I did that, and I will use it as a teaching point about how to avoid attracting-what-we-don't-want.
    AND I will clean up my act so that I don't attract similar, uncomfortable, teaching-points. Who needs 'em?  People can learn from Negatives, People can learn from Positives.  As a human being as well as teacher, I prefer to experience Positives, and teach from Positives.

  87. @MrsHealthandProsperity  @Randy_Gage 
    And yet-congruent with Randy's teachings on the value for value exchange, he showed up educated on the product, form-prepared, willing to pay. That value was met with a short list of how we would not receive the product as marketed. Second, RINS wise, it has received many comments on other people's poor service experiences, showing us, the prosperity student, the blue ocean of possibility for us. Really offer value, and you will receive value in return, because so many are screwing it up.

  88. WOW! I'm from South Florida; so unfortunately I can't say I am all that surprised. We lack customer service here in almost every way. It's a terrible shame!

  89. WOW! I'm from South Florida; so unfortunately I can't say I am all that surprised. We lack customer service here in almost every way. It's a terrible shame!

  90. Actually there is a law, implemented by congress [R] during the Clinton [D] administration that makes it illegal for a doctor to take cash and insurance payments.  IF they ever take cash, no more insurance [medicare] and if they take insurance they cannot accept cash. ... [copays are another issue part of insurance, not considered cash.]  And people ask me why I left?!

  91. Actually there is a law, implemented by congress [R] during the Clinton [D] administration that makes it illegal for a doctor to take cash and insurance payments.  IF they ever take cash, no more insurance [medicare] and if they take insurance they cannot accept cash. ... [copays are another issue part of insurance, not considered cash.]  And people ask me why I left?!

  92. "Now I’m looking around for the hidden camera, thinking this has to be a new prank reality show.  No such luck…" Hahahaha. Truly, this must have been a ridiculous encounter. How mindless!

  93. "Now I’m looking around for the hidden camera, thinking this has to be a new prank reality show.  No such luck…" Hahahaha. Truly, this must have been a ridiculous encounter. How mindless!

  94. Randy, I post only because you mentioned you had run a medical office in the past. I am an MD, and medical care in these United States is not what I went to school for, nor want to do (hence currently working on Plan B in MLM).  As mentioned by iceburner, there is an actual law that criminalizes good  basic medical care. And guess who enforces these medical laws - FBI. I mean, do you really want these guys ENFORCING medical guidelines???  I used to spend 2 hours with a patient at their initial visit - and all medical problems were fair game.  I get one - and only one - chance to NOT pigeon-hole the new patient, hence the time.  Sadly, with the recent realities we face, I can no longer do that.  And finally there is another aspect not examined here: The average medical office actually does their best to give excellent customer support - IF you accept the sad reality that in the average medical practice, the customer is actually the insurance company (they pay the bills...).
     
    On another note, I am working my way through your body of work, printed and audio. Awesome stuff!!!

  95. Randy, I post only because you mentioned you had run a medical office in the past. I am an MD, and medical care in these United States is not what I went to school for, nor want to do (hence currently working on Plan B in MLM).  As mentioned by iceburner, there is an actual law that criminalizes good  basic medical care. And guess who enforces these medical laws - FBI. I mean, do you really want these guys ENFORCING medical guidelines???  I used to spend 2 hours with a patient at their initial visit - and all medical problems were fair game.  I get one - and only one - chance to NOT pigeon-hole the new patient, hence the time.  Sadly, with the recent realities we face, I can no longer do that.  And finally there is another aspect not examined here: The average medical office actually does their best to give excellent customer support - IF you accept the sad reality that in the average medical practice, the customer is actually the insurance company (they pay the bills...).
     
    On another note, I am working my way through your body of work, printed and audio. Awesome stuff!!!

  96. Hmm, that is an interesting post Randy.  It is kinda of like an episode of "Curb Your Enthusiasm".  Kinda of funny, but kinda not.  It is two different issues.  One is the inability of some more conventional folks to question if policy and rule really work in any particular case, or can they do something different.  I think employees need to be empowered to break from policy if need be. She should have let you talk with the Doctor.  Sometimes, I think either people are mistreated at work, or they just have a good time wielding what little power they have. 
     
    Two, is how messed up our health care system is.  Of course you know what I think. 🙂  But, before you go bashing Obamacare, think about all the poor folks who get turned down all the time for procedures they desperately need.  Some of them are not lazy people with no ideas, they are construction workers, carpet layers, plumbers, and restaurant workers.  People who work hard but don't always have the insurance or money to pay for these medical issues.  You are blessed Randy.  No, I don't mean it was luck, that made you wealthy, but your talent.  Not everyone has your abilities, but they need healthcare too.  So, maybe Obamacare will cause problems, but maybe it will solve some too.  Let's wait and see.
     
    But, Randy, you just left.  You didn't get any body part fixed.  Maybe the next time, you could be more of an advocate for yourself.  Tell that Doctor what happened personally, you may help others, or you may at least become more enlightened on the legal workings of healthcare payment.  Also, you may have gotten both your body parts fixed.

  97. The prosperity lesson and opportunity is, correct me if I'm mistaken RG, that A) there's an entrepreneurial opportunity to "create" and orginate some software to market to professional people, that would save others from having to go thru want Randy went thru.. THAT'S PROSPERITY! and B) in this imperfect and still somewhat "areas and individuals of true prosperity here and there throughout the globe" leading THE "MOVEMENT" (that's RG and us "deputies" folks), we are going to encounter negativity from people and buisness still "stuck" in anti-prosperous mindsets and philosophies. The "yield" for us students of prosperity are "oceans of opportunity" everywhere!   PERSPECTIVE..  ie: 'cynicsm' is anti-prosperity  RG'S new book is exacty what this blogpost is all about! I beleive..

  98. The prosperity lesson and opportunity is, correct me if I'm mistaken RG, that A) there's an entrepreneurial opportunity to "create" and orginate some software to market to professional people, that would save others from having to go thru want Randy went thru.. THAT'S PROSPERITY! and B) in this imperfect and still somewhat "areas and individuals of true prosperity here and there throughout the globe" leading THE "MOVEMENT" (that's RG and us "deputies" folks), we are going to encounter negativity from people and buisness still "stuck" in anti-prosperous mindsets and philosophies. The "yield" for us students of prosperity are "oceans of opportunity" everywhere!   PERSPECTIVE..  ie: 'cynicsm' is anti-prosperity  RG'S new book is exacty what this blogpost is all about! I beleive..

  99. Hi Randy - I am new to all this blogworld and to your ideas but am loving it all so far! I especially like the interactivity: so many communicators appear to have it all sorted and to speak from distant peaks of serenity, which feel completely inaccessible to lesser mortals...But not so here - you're real, dealing with real issues, asking the same questions we all ask and it's fabulous!!
    (Not much to do with Customer Prevention I know but still..)
    (PS Do you only have inspirational thoughts between Monday and Friday? Nothing on Saturday or Sunday? (Fun!!! - sorry my English sense of humour!!). Elizabeth, West Sussex.

  100. Hi Randy - I am new to all this blogworld and to your ideas but am loving it all so far! I especially like the interactivity: so many communicators appear to have it all sorted and to speak from distant peaks of serenity, which feel completely inaccessible to lesser mortals...But not so here - you're real, dealing with real issues, asking the same questions we all ask and it's fabulous!!
    (Not much to do with Customer Prevention I know but still..)
    (PS Do you only have inspirational thoughts between Monday and Friday? Nothing on Saturday or Sunday? (Fun!!! - sorry my English sense of humour!!). Elizabeth, West Sussex.

  101. I was a "cash customer" for years. As soon as we got health insurance, I could no longer go see my regular doctor because they didn't take THAT insurance. I asked the same question. "What if I just pay cash?" They told me that would be illegal. SInce I had insurance I could not also be a cash customer, even though they didn't take my insurance. CRAZY! 
    Jeanne

  102. I was a "cash customer" for years. As soon as we got health insurance, I could no longer go see my regular doctor because they didn't take THAT insurance. I asked the same question. "What if I just pay cash?" They told me that would be illegal. SInce I had insurance I could not also be a cash customer, even though they didn't take my insurance. CRAZY! 
    Jeanne

  103. I'm a 30 year veteran nurse and I've never heard of any medical facility treating or xraying one body part at a time! Weird and out of touch...not even ObamaCare would sanction such a medial travesty... Perhaps this facility should be reported to the EEOC or Better Business Bureau if privately owned. No reputable Medical facility would turn down a patients paying his billing out of pocket, either..

  104. I'm a 30 year veteran nurse and I've never heard of any medical facility treating or xraying one body part at a time! Weird and out of touch...not even ObamaCare would sanction such a medial travesty... Perhaps this facility should be reported to the EEOC or Better Business Bureau if privately owned. No reputable Medical facility would turn down a patients paying his billing out of pocket, either..

  105. Hi Randy.
    I read this article several months ago.  I had returned to thank you for sharing your experience because it presented a great opportunity.
    As a software developer focused on the health industry, I was struck by "Imagine a software package specifically for doctors, dentists, chiropractors and other professionals (attorneys, accountants, etc.)  that they could put on their websites and mobile apps to expedite the new patient/client process."  I believe that I have a great solution to that part of the problem.
    For anyone interested, please contact me.

  106. Can't agree more!!! Recently I had quiet simillar experience with booking and arriving at a hostel ... it made a profound impact on my life priorities and changed my life totaly. As I left that place and called a taxi to a local best hotel. That difference between service at the hostel and at the hotel was staggering!! I had even contacted owner of the hotel personally and appreciated his work as I was jsut blown away with such a great treatment after that terrible experience at the hostel. Anyways I am so glad I had that experience!!

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  • 198 comments on “The Customer Prevention Department”

    1. That's a great post I hope, you offered the practice named a chance to respond within the blog post though Randy it only seems fair.

        1. @Randy_Gage That's fair enough I would say you should certainly email them the link though so that they know it's here to comment on - If they have email that is!

          1. @johnjbloomfield I checked and of course their website doesn't offer one.  He has a Twitter account so I sent him a tweet.  But since his last tweet was September 18. 2012, I'm not holding my breath...

    2. That's a great post I hope, you offered the practice named a chance to respond within the blog post though Randy it only seems fair.

    3. @johnjbloomfield I don't screen responses here. They're free to post anything they would like.  I for one, would be eager to hear what they have to say!
       
      -RG

    4. @Randy_Gage That's fair enough I would say you should certainly email them the link though so that they know it's here to comment on - If they have email that is!

    5. I'm sort of like a fish right now with my mouth opening and closing. I have never heard a doctor that won't happily take cash. After all they haven't billed the insurance company until after they've seen you. I can't imagine many people would accept that type of rudeness, but there are people who still think of doctors as gods.

    6. I'm sort of like a fish right now with my mouth opening and closing. I have never heard a doctor that won't happily take cash. After all they haven't billed the insurance company until after they've seen you. I can't imagine many people would accept that type of rudeness, but there are people who still think of doctors as gods.

    7. They make more money off the insurance than cash business...so if they can get you in for 2 separate appointments.

    8. They make more money off the insurance than cash business...so if they can get you in for 2 separate appointments.

    9. Reminds me of when I bought a computer at Best Buy years ago with the 'no payments or interest for one year' plan...I went into the store the day before the promotion expired to pay it off so I wouldn't get hit with the accumulated interest charges. That's when I find out that they didn't take payments at the store!! I told them it was on my Best Buy card, and they said 'yeah, but we don't actually accept payments in the store.' What store doesn't not let you make payments at the store on their own credit card...??? I ended up paying several hundred dollars more than I should of had to. Needless to say, they have forever lost my business...!!

    10. Reminds me of when I bought a computer at Best Buy years ago with the 'no payments or interest for one year' plan...I went into the store the day before the promotion expired to pay it off so I wouldn't get hit with the accumulated interest charges. That's when I find out that they didn't take payments at the store!! I told them it was on my Best Buy card, and they said 'yeah, but we don't actually accept payments in the store.' What store doesn't not let you make payments at the store on their own credit card...??? I ended up paying several hundred dollars more than I should of had to. Needless to say, they have forever lost my business...!!

    11. That software idea is a great suggestion.. re:the doctors office staff and policy  "people are at the mercy of their own immaturity".. repelling new buisness, for the sake of antiquated policy & procedure? "UN-wow".. get relevant!

    12. That software idea is a great suggestion.. re:the doctors office staff and policy  "people are at the mercy of their own immaturity".. repelling new buisness, for the sake of antiquated policy & procedure? "UN-wow".. get relevant!

    13. in my previous work we used to answer a lot of inquiries via email, why? because the "website" of our client is very hard to use for everybody...imagine us technical support cant navigate and make use of the site, imagine how the end home users feel! and this healthcare provider earns billions per year!

    14. in my previous work we used to answer a lot of inquiries via email, why? because the "website" of our client is very hard to use for everybody...imagine us technical support cant navigate and make use of the site, imagine how the end home users feel! and this healthcare provider earns billions per year!

    15. I have stories that can top this! I'll have to take the time to write them down. Maybe there was no hidden camera, but I was laughing while reading! BTW- I relieved my herniated problem 10 years ago. No surgery, No drugs, No doctors (except for an MRI). I'm happy to share, just message me.

    16. I have stories that can top this! I'll have to take the time to write them down. Maybe there was no hidden camera, but I was laughing while reading! BTW- I relieved my herniated problem 10 years ago. No surgery, No drugs, No doctors (except for an MRI). I'm happy to share, just message me.

    17. I read a post awhile back that was shared. It was a Doctor talking about this very issue. About how frustrated he was with the Obama care system and how it affected his practice. Mentioning how he cannot discuss matters outside of what the appointment was scheduled for because of insurance billing issues. I readily admit I do not even begin to understand the working of doctors and their practices but can empathize a little as I am in the autobody business.

    18. I read a post awhile back that was shared. It was a Doctor talking about this very issue. About how frustrated he was with the Obama care system and how it affected his practice. Mentioning how he cannot discuss matters outside of what the appointment was scheduled for because of insurance billing issues. I readily admit I do not even begin to understand the working of doctors and their practices but can empathize a little as I am in the autobody business.

    19. I think it's creating efficient systems (which can be sales funnels) for physical locations. I think we tend to be really critical of other people's business when we try to tweak and improve every aspect of our own sales process. I'm always in awe when I see one that works very well because I know they put in the time.

    20. I think it's creating efficient systems (which can be sales funnels) for physical locations. I think we tend to be really critical of other people's business when we try to tweak and improve every aspect of our own sales process. I'm always in awe when I see one that works very well because I know they put in the time.

    21. Wow that's crazy! Who doesn't want more business at one time?! In auto repair, we're always checking the cars to bring issues to people's attention and we're sometimes rewarded with them having the work done. My dad is good about not letting money walk out the door. Other shops do this too. I've heard "We don't work on SAAB's (brake replacement)", "I couldn't find the leak (did you even look?)", and they "pass" items that should fail on a state mandated inspection. Being convenient is the easiest way to get people to spend extra money with you! Thanks for the post Randy!

    22. Wow that's crazy! Who doesn't want more business at one time?! In auto repair, we're always checking the cars to bring issues to people's attention and we're sometimes rewarded with them having the work done. My dad is good about not letting money walk out the door. Other shops do this too. I've heard "We don't work on SAAB's (brake replacement)", "I couldn't find the leak (did you even look?)", and they "pass" items that should fail on a state mandated inspection. Being convenient is the easiest way to get people to spend extra money with you! Thanks for the post Randy!

    23. This is exactly on target!  So many employees today lose sight of common sense. The other day my Wife and I went to On The Border to eat for lunch.  The hostess sat us right out side the swinging doors to the kitchen, even though there were about 10 booths near the window with no one in them. When I asked about those, she said, "Those are in another servers sections and we need to sit you here.... I said, "Hey, I'm the customer, I don't care what server is next in the queue for a table, I'm here to enjoy lunch with my wife and not sit in a cramped booth near the load kitchen and swinging doors.  They move us to another seating area.  When the manager came by to see how our lunch was, I expressed my opinion from the customer experience prospective. The manager informed me that how they seat people was from corporate and for fairness to the servers... How stupid!  The focus should be on the customer.

    24. This is exactly on target!  So many employees today lose sight of common sense. The other day my Wife and I went to On The Border to eat for lunch.  The hostess sat us right out side the swinging doors to the kitchen, even though there were about 10 booths near the window with no one in them. When I asked about those, she said, "Those are in another servers sections and we need to sit you here.... I said, "Hey, I'm the customer, I don't care what server is next in the queue for a table, I'm here to enjoy lunch with my wife and not sit in a cramped booth near the load kitchen and swinging doors.  They move us to another seating area.  When the manager came by to see how our lunch was, I expressed my opinion from the customer experience prospective. The manager informed me that how they seat people was from corporate and for fairness to the servers... How stupid!  The focus should be on the customer.

    25. There are a few practices that are taking cash only so they can treat their patients as people, and not be limited by insurance regulations.
      People/consumers/patients need to really start looking at the choices available, be informed and support those physicans who want to be an honest provider and not an insurance approved provider.  We as consumers should start expecting and demanding appropriate treatment, then be prepared to pay for the services rendered.  To many people are accepting only what their insurance will cover and no more.
      Be prepared finacially to make choices for your health.
      that is my rant for today.  thanks RG

    26. There are a few practices that are taking cash only so they can treat their patients as people, and not be limited by insurance regulations.
      People/consumers/patients need to really start looking at the choices available, be informed and support those physicans who want to be an honest provider and not an insurance approved provider.  We as consumers should start expecting and demanding appropriate treatment, then be prepared to pay for the services rendered.  To many people are accepting only what their insurance will cover and no more.
      Be prepared finacially to make choices for your health.
      that is my rant for today.  thanks RG

    27. Randy...The gist of what you're talking about seeps into so many other interactions of our lives. I especially love the menu/maze of so many companies answering systems. Could they talk any slower, or try to address any other incredibly tiny issues that nobody deals with. One example...I have to call tech support for a software we use. You would think there would be a special number for Spanish speaking customers, or a separate line for the one percent of French speakers, but NO, every time I call in, I have to listen to those options.  Now while I'm off on the answering machine thing, how about this?  How long have we been leaving messages? 20 years? At least right? Yet today in the year 2013, I have to get a lesson on leaving a message every time the person I'm calling does not answer. It drives me nuts.  Sorry about going off on that, but my point is this...Every thing in our lives these days is dumbed down to the to the lowest common mentality. If you have any brains at all you'll have to get used to it. In the time it took you to read this, 1,342,054 people were born, and most of them can only be seen for only one condition at a time.

    28. Randy...The gist of what you're talking about seeps into so many other interactions of our lives. I especially love the menu/maze of so many companies answering systems. Could they talk any slower, or try to address any other incredibly tiny issues that nobody deals with. One example...I have to call tech support for a software we use. You would think there would be a special number for Spanish speaking customers, or a separate line for the one percent of French speakers, but NO, every time I call in, I have to listen to those options.  Now while I'm off on the answering machine thing, how about this?  How long have we been leaving messages? 20 years? At least right? Yet today in the year 2013, I have to get a lesson on leaving a message every time the person I'm calling does not answer. It drives me nuts.  Sorry about going off on that, but my point is this...Every thing in our lives these days is dumbed down to the to the lowest common mentality. If you have any brains at all you'll have to get used to it. In the time it took you to read this, 1,342,054 people were born, and most of them can only be seen for only one condition at a time.

    29. your experience sounds like the doctors start running their patients like customers already:
      which is what they do since their PC-systems run by programs which only offer certain gaps to fill-in. No multiple "choice" anymore - if they can only go for 1 issue, then I guess their system runs that way, which is why she kept on replying the same sentence to you.
      last time I discussed something with my regular doc. whom I rarely see he said that Government checks on him how much medicine of "this" he gives to the patient "x" to make sure none gets too much and can give it or send it to someone else (as it happened in the past). Everything is controlled by running programs. We´re all readable. We´re "in". Service is pretty much over.
      Over here, German hospitals ask for (more) patients to get their patients-rooms completely "booked" (full). Bosses of hospitals call it: having an eye on efficiency.
      What you experienced is also an issue of how the insurance companies check the bills before they pay. And then Government controls the insurance companies or at least ask for their statistics.
       
      My experience in terms of customer service still is way high for the U.S. ´cuz our country suffers lack of it since ages....
      But say, how´s your back now doing?

    30. your experience sounds like the doctors start running their patients like customers already:
      which is what they do since their PC-systems run by programs which only offer certain gaps to fill-in. No multiple "choice" anymore - if they can only go for 1 issue, then I guess their system runs that way, which is why she kept on replying the same sentence to you.
      last time I discussed something with my regular doc. whom I rarely see he said that Government checks on him how much medicine of "this" he gives to the patient "x" to make sure none gets too much and can give it or send it to someone else (as it happened in the past). Everything is controlled by running programs. We´re all readable. We´re "in". Service is pretty much over.
      Over here, German hospitals ask for (more) patients to get their patients-rooms completely "booked" (full). Bosses of hospitals call it: having an eye on efficiency.
      What you experienced is also an issue of how the insurance companies check the bills before they pay. And then Government controls the insurance companies or at least ask for their statistics.
       
      My experience in terms of customer service still is way high for the U.S. ´cuz our country suffers lack of it since ages....
      But say, how´s your back now doing?

    31. @johnjbloomfield I checked and of course their website doesn't offer one.  He has a Twitter account so I sent him a tweet.  But since his last tweet was September 18. 2012, I'm not holding my breath...

    32. Hi Randy
      If you persisted on 2 parts at a time with the lady asst, you have to add one more part -HEAD-as you get headache.Make a great escape.
      R KRISHNAMOORTHY

    33. Hi Randy
      If you persisted on 2 parts at a time with the lady asst, you have to add one more part -HEAD-as you get headache.Make a great escape.
      R KRISHNAMOORTHY

    34. Randy - thank you for writing this. I think all of us have many customer service stories and most of them are negative. This reminds me to post one about my recent experiences with Bright House Network - and it was not a good experience. A quick lesson - don't have your land line phone service through your internet service provider since if the internet connection goes down so does your phone service.

    35. Randy - thank you for writing this. I think all of us have many customer service stories and most of them are negative. This reminds me to post one about my recent experiences with Bright House Network - and it was not a good experience. A quick lesson - don't have your land line phone service through your internet service provider since if the internet connection goes down so does your phone service.

    36. Honestly Randy.. if I didn't know better I'd swear this was a script for a sitcom.. I was laughing out loud when reading it.. And what sucks is that's it's not.  
       
      I hate rules...always have. Obviously this office is run with a set of rules that benefits only one entity; the office/doctors. And as you say, this is the opposite of what customer service is about. I guess they aren't acquainted with the old but true statement, "The customer is ALWAYS right". Without the customer, there's no business. They also have a problem with Integrity, but let's not go there. This office is run like the DMV or Post Office.. Rules, Rules, Rules.. UGH!

    37. Honestly Randy.. if I didn't know better I'd swear this was a script for a sitcom.. I was laughing out loud when reading it.. And what sucks is that's it's not.  
       
      I hate rules...always have. Obviously this office is run with a set of rules that benefits only one entity; the office/doctors. And as you say, this is the opposite of what customer service is about. I guess they aren't acquainted with the old but true statement, "The customer is ALWAYS right". Without the customer, there's no business. They also have a problem with Integrity, but let's not go there. This office is run like the DMV or Post Office.. Rules, Rules, Rules.. UGH!

    38. You were correct to RUN from that office.  Some offices are insurance driven.  Some aren't.  My Dental practice is not.  We would rather see patients like you who want to be healthy.  Try finding another provider who will take your personal payment.  We are out here!.

    39. You were correct to RUN from that office.  Some offices are insurance driven.  Some aren't.  My Dental practice is not.  We would rather see patients like you who want to be healthy.  Try finding another provider who will take your personal payment.  We are out here!.

    40. Thanks for that post Randy. It lets us know that we're not the only ones subjected to doctors assistants who are following some rules that do not serve either them or us well.  My wife recently went for a procedure in the facility where she sees her Holistic doctor. Like you... all that paperwork was required when it could have been done online. The kicker was that the assistants informed her, once she got back in their treatment area, that she had to have a physical before the procedure could be done. Her doctor did not share that with her! She asked who would do the physical and they responded that they had several doctors on call and 'whoever was available' would do it.  Since her doctor was in the same facility, she asked for him and she was told that he wasn't ANY part of the process there! That did it for my wife. She got up and we came back home. Oh by the way... they were courteous enough to send us a bill for that!  Correct.  NO procedure was done. 
      An email to HER doctor got the bill cancelled but you can imagine my wife's feelings about that facility are not what they used to be. Credibility went down the drain!  All because of people following rules that they believe can NOT be bent or broken.  Thinking OUTSIDE the box is NOT allowed!

    41. Thanks for that post Randy. It lets us know that we're not the only ones subjected to doctors assistants who are following some rules that do not serve either them or us well.  My wife recently went for a procedure in the facility where she sees her Holistic doctor. Like you... all that paperwork was required when it could have been done online. The kicker was that the assistants informed her, once she got back in their treatment area, that she had to have a physical before the procedure could be done. Her doctor did not share that with her! She asked who would do the physical and they responded that they had several doctors on call and 'whoever was available' would do it.  Since her doctor was in the same facility, she asked for him and she was told that he wasn't ANY part of the process there! That did it for my wife. She got up and we came back home. Oh by the way... they were courteous enough to send us a bill for that!  Correct.  NO procedure was done. 
      An email to HER doctor got the bill cancelled but you can imagine my wife's feelings about that facility are not what they used to be. Credibility went down the drain!  All because of people following rules that they believe can NOT be bent or broken.  Thinking OUTSIDE the box is NOT allowed!

    42. Hi Randy. Are you a business visionary ... glad to read you.
       
      My opinion on this is that without good customer service these dead, the customer is the foundation of your business, is paying for what you offer but take care that you go bankrupt.
       
      Many companies overlook this concept and in the end what happens is suffering.
       
      I send you greetings from Spain.

    43. Hi Randy. Are you a business visionary ... glad to read you.
       
      My opinion on this is that without good customer service these dead, the customer is the foundation of your business, is paying for what you offer but take care that you go bankrupt.
       
      Many companies overlook this concept and in the end what happens is suffering.
       
      I send you greetings from Spain.

    44. I usually get the recording asking for an acct # or your name & employee # and when you do that someone comes on and asks you the same questions, or better yet you talk to a recording that ask you 25 different questions, just get me to a live person and ask the question once..customer sevice is out the door...

    45. I usually get the recording asking for an acct # or your name & employee # and when you do that someone comes on and asks you the same questions, or better yet you talk to a recording that ask you 25 different questions, just get me to a live person and ask the question once..customer sevice is out the door...

    46. I did also in 1979, when I applied to work as an editor in the magazine Fascionación, the same owner of Vanidades, in Miami. Terrible!!!! Just came for Cuba. Never knew the reasons.

    47. I did also in 1979, when I applied to work as an editor in the magazine Fascionación, the same owner of Vanidades, in Miami. Terrible!!!! Just came for Cuba. Never knew the reasons.

    48. hahaa! yes! it works backwards! it's really awkard..! customer prevention must be active only if it's really bad for the customer! or else business will truly "fly away"! teh solution is somewhere in the middle

    49. hahaa! yes! it works backwards! it's really awkard..! customer prevention must be active only if it's really bad for the customer! or else business will truly "fly away"! teh solution is somewhere in the middle

    50. It takes so much work to gain a new customer....treating them like anything else other than a "valued customer" is idiotic... keep your current customers,and work to gain more...easy enough

    51. It takes so much work to gain a new customer....treating them like anything else other than a "valued customer" is idiotic... keep your current customers,and work to gain more...easy enough

    52. You know -- one of the worst things about this is that the Nurse thinks that she was "in the right" and cant see past the stupidity of it all... I am sure she went home and around the office afterwards telling everyone how "difficult" you were -- some will never get it and don't care to get it- best to leave them to their own extinction.

    53. You know -- one of the worst things about this is that the Nurse thinks that she was "in the right" and cant see past the stupidity of it all... I am sure she went home and around the office afterwards telling everyone how "difficult" you were -- some will never get it and don't care to get it- best to leave them to their own extinction.

    54. Hi Randy, Insurance and government have ruined the doctor patient relationship! Regards, Lenore Goodnreadytogo

    55. Hi Randy, Insurance and government have ruined the doctor patient relationship! Regards, Lenore Goodnreadytogo

    56. Randy:
       
      On a different note, if you are interested in healing your back and shoulder, please give me a call. I can refer you to a Class 2 medical device in your area that will eliminate the pain and increase your mobility. I am 56 years old and I am the starting third baseman for the Warriors baseball team. I have bone-on-bone on my left knee and was told I would need a knee replacement. I was constantly getting cortisone and Synvisc shots to alleviate the pain. I was told I would have to give up baseball and skiing. I am now pain free and I continue to run, play baseball, and ski. If interested, please give me a call at 406-581-9200.

    57. Randy:
       
      On a different note, if you are interested in healing your back and shoulder, please give me a call. I can refer you to a Class 2 medical device in your area that will eliminate the pain and increase your mobility. I am 56 years old and I am the starting third baseman for the Warriors baseball team. I have bone-on-bone on my left knee and was told I would need a knee replacement. I was constantly getting cortisone and Synvisc shots to alleviate the pain. I was told I would have to give up baseball and skiing. I am now pain free and I continue to run, play baseball, and ski. If interested, please give me a call at 406-581-9200.

    58. While YES it is true that for INSURANCES Purposes they can ONLY See You for ONE issue, it is BS that You cannot DISCUSS both issues... and Made Plans for whatever Test may need to be given... That Docs office was a Crappy excuse for Customer service and for being a Holistic Doc.   I have had 27 Surgeries and Everytime I see my different docs although We ONLY BILL for ONE Specific issue since any Injury or Illness affect the ENTIRE BODY how DO YOU NOT discuss other issues... LOL....

    59. While YES it is true that for INSURANCES Purposes they can ONLY See You for ONE issue, it is BS that You cannot DISCUSS both issues... and Made Plans for whatever Test may need to be given... That Docs office was a Crappy excuse for Customer service and for being a Holistic Doc.   I have had 27 Surgeries and Everytime I see my different docs although We ONLY BILL for ONE Specific issue since any Injury or Illness affect the ENTIRE BODY how DO YOU NOT discuss other issues... LOL....

    60. This happens all to often, recently took me 5 weeks to sort a problem which could have been sorted in 5 minutes.

    61. This happens all to often, recently took me 5 weeks to sort a problem which could have been sorted in 5 minutes.

    62. I was trying to find the rational side of the doctor's story.  I thought maybe they didn't do the processing online because they were concerned with the person's privacy.  The further into the story the more ridiculous the doctor's office sounded!

    63. I was trying to find the rational side of the doctor's story.  I thought maybe they didn't do the processing online because they were concerned with the person's privacy.  The further into the story the more ridiculous the doctor's office sounded!

    64. Perhaps you are an holistic healer-I had another cleansing laugh.
      When I scanned your blog and saw the phrases "not allowed" that's illegal" "I will just pay cash", I assumed that you were seeking in America what is only happily provided in Amsterdam.
      Besides that, the gatekeeper you encountered is not interested in growing business. Seriously, it is best to say ok, no problem, and then when the doctor/therapist arrives, you tell the real story. I think poor Jack Trainor actually wants to help, but his mother-in-law does the intake forms.
      From a marketing perspective: his website tagline is "Putting the patient first, is what we are all about!"
      I bet he thinks American Airlines rocks. 🙂

    65. Perhaps you are an holistic healer-I had another cleansing laugh.
      When I scanned your blog and saw the phrases "not allowed" that's illegal" "I will just pay cash", I assumed that you were seeking in America what is only happily provided in Amsterdam.
      Besides that, the gatekeeper you encountered is not interested in growing business. Seriously, it is best to say ok, no problem, and then when the doctor/therapist arrives, you tell the real story. I think poor Jack Trainor actually wants to help, but his mother-in-law does the intake forms.
      From a marketing perspective: his website tagline is "Putting the patient first, is what we are all about!"
      I bet he thinks American Airlines rocks. 🙂

    66. Have had a similar experience myself. My pet peeve is doctors offices that have a 15 minute cancellation policy (if you are late they cancel and charge you for visit ) but keep you waiting in the exam room. I once asked a physician if he was going to pay me because he was late.

    67. Have had a similar experience myself. My pet peeve is doctors offices that have a 15 minute cancellation policy (if you are late they cancel and charge you for visit ) but keep you waiting in the exam room. I once asked a physician if he was going to pay me because he was late.

    68. Unfortunately this sounds very familiar. I've often had appointments with 'professionals' which have been preceded by extensive conversations and note-taking over the phone, only to arrive and find out that none of that information was conveyed to the 'professional', and in some cases, that the 'professional' could not help me with my particular problem !

    69. Unfortunately this sounds very familiar. I've often had appointments with 'professionals' which have been preceded by extensive conversations and note-taking over the phone, only to arrive and find out that none of that information was conveyed to the 'professional', and in some cases, that the 'professional' could not help me with my particular problem !

    70. Randy I know just how you feel. I need to go to the dentist and i called for 2 weeks in a row
      all i got is an answering service. When i finally got threw I was told I can't make an app. till i fill
      out the paper work than bring it to them which is an hour away than they will make an app.
      than i'll go get xrays and that is it than go back to have my teeth done.
      I couldn't believe it.

    71. Randy I know just how you feel. I need to go to the dentist and i called for 2 weeks in a row
      all i got is an answering service. When i finally got threw I was told I can't make an app. till i fill
      out the paper work than bring it to them which is an hour away than they will make an app.
      than i'll go get xrays and that is it than go back to have my teeth done.
      I couldn't believe it.

    72. wow, both - doctor's office and medical insurance need training in efficiency and customer service (and let's picture this situation in an ER - *we are only allowed to treat one condition at a time*

    73. wow, both - doctor's office and medical insurance need training in efficiency and customer service (and let's picture this situation in an ER - *we are only allowed to treat one condition at a time*

    74. I am 100% sure that in this case employees worked for fixed salary and are not receiving % for each customer. They do not feel as co-owners of that process - they are just robots in that company.

    75. I am 100% sure that in this case employees worked for fixed salary and are not receiving % for each customer. They do not feel as co-owners of that process - they are just robots in that company.

    76. Hahaha very funny randy, sorry you had to go tru that but good thing it.wasn't the twilight zone tudo..tudoo.tudodo ..tudodudo...lol

    77. Hahaha very funny randy, sorry you had to go tru that but good thing it.wasn't the twilight zone tudo..tudoo.tudodo ..tudodudo...lol

    78. Businesses are built or lost in almost exactly the same way, one customer at a time.... Thanks for the share, sparked a few ideas!

    79. Businesses are built or lost in almost exactly the same way, one customer at a time.... Thanks for the share, sparked a few ideas!

    80. Randy, There is an appointment for you at the Orthopedic clinic of Budapst at 11 am, where we can take care several part of you at the same time, address: 27th Karolina Rd., XI.st district Budapest, Hungary, Get better, Dr Szabolcs Kiraly

    81. Randy,
      You have an appointment at he Orthopedic Clinic of Budapest, on the 30th of January, 2013 at 11 am, where they can take care of your several parts at the same time.
      If you need to change the date, please call at 10 am at the same day, 
      Adress: 27th Karolina Rd., XIst distr. Budapest, Hungary. Get better!
      Dr Szabolcs Kiraly, +36209254233

    82. Randy,
      You have an appointment at he Orthopedic Clinic of Budapest, on the 30th of January, 2013 at 11 am, where they can take care of your several parts at the same time.
      If you need to change the date, please call at 10 am at the same day, 
      Adress: 27th Karolina Rd., XIst distr. Budapest, Hungary. Get better!
      Dr Szabolcs Kiraly, +36209254233

    83. Hmmmm....sure has been a lot of focus on the negatives 'round here, lately.  Here's the story as I see it (I'm a Law of Attraction coach)  Randy focussed on poor customer service from the airlines.  Law of Attraction always, consistently, gives us more of what we focus on.  "Poor customer service?" it says, "OK." 
       I expect Randy will continue to attract more poor customer service; we'll be watching, our friend!
       
      You see - the Law of Attraction is like the Law of Flotation - it always works.  If you float around in your kayak, enjoying a lovely day, you are experiencing the Law of Flotation.  If you run your kayak over a rock, and tear a hole in the bottom and sink, you are experiencing the Law of Flotation. It is still working, just fine!
       
      The Law of Flotation is about displacing water.  Displace water, you float; don't displace water, sink.
      The Law of Attraction is about focus & attention.  Focus on what you like, attract more of what you like; focus on what you don't like, get more of what you don't like.
       
      Luckily, our kayaker can flip that kayak over, and use it as a flotation device.
      Randy could flip his focus over, and begin telling us about his experience with flourishing businesses that provide  terrific customer service. It would take us to the same lesson, The Value of Great Customer Service, AND it would allow Randy, and us, to enjoy being the recipients of great customer service. To my mind, that is a much pleasanter way to live.  Of course, some folks like the adrenaline/testosterone rush of The Battle.  That's fine, but personally, I prefer peace & happiness.

      1. @MrsHealthandProsperity I don't focus on poor customer service.  I focus on how to grow businesses and create wealth.  And some of those lessons come from good examples (which I also feature) and some come from poor examples.
         
        -RG

        1. @Randy_Gage
           Indeed you DO focus on how to grow businesses and create wealth, and oh my goodness we love that (and you)!
           I would posit, however, that it is possible to focus on both Poor Customer Service (and attract more) AND on finding new ways to help your tribe grow businesses and create wealth.  They t'ain't mutually exclusive, are they?
          I just attracted a banking glitch;  I know exactly how I did that, and I will use it as a teaching point about how to avoid attracting-what-we-don't-want.
          AND I will clean up my act so that I don't attract similar, uncomfortable, teaching-points. Who needs 'em?  People can learn from Negatives, People can learn from Positives.  As a human being as well as teacher, I prefer to experience Positives, and teach from Positives.

          1. @MrsHealthandProsperity  @Randy_Gage 
            And yet-congruent with Randy's teachings on the value for value exchange, he showed up educated on the product, form-prepared, willing to pay. That value was met with a short list of how we would not receive the product as marketed. Second, RINS wise, it has received many comments on other people's poor service experiences, showing us, the prosperity student, the blue ocean of possibility for us. Really offer value, and you will receive value in return, because so many are screwing it up.

    84. Hmmmm....sure has been a lot of focus on the negatives 'round here, lately.  Here's the story as I see it (I'm a Law of Attraction coach)  Randy focussed on poor customer service from the airlines.  Law of Attraction always, consistently, gives us more of what we focus on.  "Poor customer service?" it says, "OK." 
       I expect Randy will continue to attract more poor customer service; we'll be watching, our friend!
       
      You see - the Law of Attraction is like the Law of Flotation - it always works.  If you float around in your kayak, enjoying a lovely day, you are experiencing the Law of Flotation.  If you run your kayak over a rock, and tear a hole in the bottom and sink, you are experiencing the Law of Flotation. It is still working, just fine!
       
      The Law of Flotation is about displacing water.  Displace water, you float; don't displace water, sink.
      The Law of Attraction is about focus & attention.  Focus on what you like, attract more of what you like; focus on what you don't like, get more of what you don't like.
       
      Luckily, our kayaker can flip that kayak over, and use it as a flotation device.
      Randy could flip his focus over, and begin telling us about his experience with flourishing businesses that provide  terrific customer service. It would take us to the same lesson, The Value of Great Customer Service, AND it would allow Randy, and us, to enjoy being the recipients of great customer service. To my mind, that is a much pleasanter way to live.  Of course, some folks like the adrenaline/testosterone rush of The Battle.  That's fine, but personally, I prefer peace & happiness.

    85. @MrsHealthandProsperity I don't focus on poor customer service.  I focus on how to grow businesses and create wealth.  And some of those lessons come from good examples (which I also feature) and some come from poor examples.
       
      -RG

    86. @Randy_Gage
       Indeed you DO focus on how to grow businesses and create wealth, and oh my goodness we love that (and you)!
       I would posit, however, that it is possible to focus on both Poor Customer Service (and attract more) AND on finding new ways to help your tribe grow businesses and create wealth.  They t'ain't mutually exclusive, are they?
      I just attracted a banking glitch;  I know exactly how I did that, and I will use it as a teaching point about how to avoid attracting-what-we-don't-want.
      AND I will clean up my act so that I don't attract similar, uncomfortable, teaching-points. Who needs 'em?  People can learn from Negatives, People can learn from Positives.  As a human being as well as teacher, I prefer to experience Positives, and teach from Positives.

    87. @MrsHealthandProsperity  @Randy_Gage 
      And yet-congruent with Randy's teachings on the value for value exchange, he showed up educated on the product, form-prepared, willing to pay. That value was met with a short list of how we would not receive the product as marketed. Second, RINS wise, it has received many comments on other people's poor service experiences, showing us, the prosperity student, the blue ocean of possibility for us. Really offer value, and you will receive value in return, because so many are screwing it up.

    88. WOW! I'm from South Florida; so unfortunately I can't say I am all that surprised. We lack customer service here in almost every way. It's a terrible shame!

    89. WOW! I'm from South Florida; so unfortunately I can't say I am all that surprised. We lack customer service here in almost every way. It's a terrible shame!

    90. Actually there is a law, implemented by congress [R] during the Clinton [D] administration that makes it illegal for a doctor to take cash and insurance payments.  IF they ever take cash, no more insurance [medicare] and if they take insurance they cannot accept cash. ... [copays are another issue part of insurance, not considered cash.]  And people ask me why I left?!

    91. Actually there is a law, implemented by congress [R] during the Clinton [D] administration that makes it illegal for a doctor to take cash and insurance payments.  IF they ever take cash, no more insurance [medicare] and if they take insurance they cannot accept cash. ... [copays are another issue part of insurance, not considered cash.]  And people ask me why I left?!

    92. "Now I’m looking around for the hidden camera, thinking this has to be a new prank reality show.  No such luck…" Hahahaha. Truly, this must have been a ridiculous encounter. How mindless!

    93. "Now I’m looking around for the hidden camera, thinking this has to be a new prank reality show.  No such luck…" Hahahaha. Truly, this must have been a ridiculous encounter. How mindless!

    94. Randy, I post only because you mentioned you had run a medical office in the past. I am an MD, and medical care in these United States is not what I went to school for, nor want to do (hence currently working on Plan B in MLM).  As mentioned by iceburner, there is an actual law that criminalizes good  basic medical care. And guess who enforces these medical laws - FBI. I mean, do you really want these guys ENFORCING medical guidelines???  I used to spend 2 hours with a patient at their initial visit - and all medical problems were fair game.  I get one - and only one - chance to NOT pigeon-hole the new patient, hence the time.  Sadly, with the recent realities we face, I can no longer do that.  And finally there is another aspect not examined here: The average medical office actually does their best to give excellent customer support - IF you accept the sad reality that in the average medical practice, the customer is actually the insurance company (they pay the bills...).
       
      On another note, I am working my way through your body of work, printed and audio. Awesome stuff!!!

    95. Randy, I post only because you mentioned you had run a medical office in the past. I am an MD, and medical care in these United States is not what I went to school for, nor want to do (hence currently working on Plan B in MLM).  As mentioned by iceburner, there is an actual law that criminalizes good  basic medical care. And guess who enforces these medical laws - FBI. I mean, do you really want these guys ENFORCING medical guidelines???  I used to spend 2 hours with a patient at their initial visit - and all medical problems were fair game.  I get one - and only one - chance to NOT pigeon-hole the new patient, hence the time.  Sadly, with the recent realities we face, I can no longer do that.  And finally there is another aspect not examined here: The average medical office actually does their best to give excellent customer support - IF you accept the sad reality that in the average medical practice, the customer is actually the insurance company (they pay the bills...).
       
      On another note, I am working my way through your body of work, printed and audio. Awesome stuff!!!

    96. Hmm, that is an interesting post Randy.  It is kinda of like an episode of "Curb Your Enthusiasm".  Kinda of funny, but kinda not.  It is two different issues.  One is the inability of some more conventional folks to question if policy and rule really work in any particular case, or can they do something different.  I think employees need to be empowered to break from policy if need be. She should have let you talk with the Doctor.  Sometimes, I think either people are mistreated at work, or they just have a good time wielding what little power they have. 
       
      Two, is how messed up our health care system is.  Of course you know what I think. 🙂  But, before you go bashing Obamacare, think about all the poor folks who get turned down all the time for procedures they desperately need.  Some of them are not lazy people with no ideas, they are construction workers, carpet layers, plumbers, and restaurant workers.  People who work hard but don't always have the insurance or money to pay for these medical issues.  You are blessed Randy.  No, I don't mean it was luck, that made you wealthy, but your talent.  Not everyone has your abilities, but they need healthcare too.  So, maybe Obamacare will cause problems, but maybe it will solve some too.  Let's wait and see.
       
      But, Randy, you just left.  You didn't get any body part fixed.  Maybe the next time, you could be more of an advocate for yourself.  Tell that Doctor what happened personally, you may help others, or you may at least become more enlightened on the legal workings of healthcare payment.  Also, you may have gotten both your body parts fixed.

    97. The prosperity lesson and opportunity is, correct me if I'm mistaken RG, that A) there's an entrepreneurial opportunity to "create" and orginate some software to market to professional people, that would save others from having to go thru want Randy went thru.. THAT'S PROSPERITY! and B) in this imperfect and still somewhat "areas and individuals of true prosperity here and there throughout the globe" leading THE "MOVEMENT" (that's RG and us "deputies" folks), we are going to encounter negativity from people and buisness still "stuck" in anti-prosperous mindsets and philosophies. The "yield" for us students of prosperity are "oceans of opportunity" everywhere!   PERSPECTIVE..  ie: 'cynicsm' is anti-prosperity  RG'S new book is exacty what this blogpost is all about! I beleive..

    98. The prosperity lesson and opportunity is, correct me if I'm mistaken RG, that A) there's an entrepreneurial opportunity to "create" and orginate some software to market to professional people, that would save others from having to go thru want Randy went thru.. THAT'S PROSPERITY! and B) in this imperfect and still somewhat "areas and individuals of true prosperity here and there throughout the globe" leading THE "MOVEMENT" (that's RG and us "deputies" folks), we are going to encounter negativity from people and buisness still "stuck" in anti-prosperous mindsets and philosophies. The "yield" for us students of prosperity are "oceans of opportunity" everywhere!   PERSPECTIVE..  ie: 'cynicsm' is anti-prosperity  RG'S new book is exacty what this blogpost is all about! I beleive..

    99. Hi Randy - I am new to all this blogworld and to your ideas but am loving it all so far! I especially like the interactivity: so many communicators appear to have it all sorted and to speak from distant peaks of serenity, which feel completely inaccessible to lesser mortals...But not so here - you're real, dealing with real issues, asking the same questions we all ask and it's fabulous!!
      (Not much to do with Customer Prevention I know but still..)
      (PS Do you only have inspirational thoughts between Monday and Friday? Nothing on Saturday or Sunday? (Fun!!! - sorry my English sense of humour!!). Elizabeth, West Sussex.

    100. Hi Randy - I am new to all this blogworld and to your ideas but am loving it all so far! I especially like the interactivity: so many communicators appear to have it all sorted and to speak from distant peaks of serenity, which feel completely inaccessible to lesser mortals...But not so here - you're real, dealing with real issues, asking the same questions we all ask and it's fabulous!!
      (Not much to do with Customer Prevention I know but still..)
      (PS Do you only have inspirational thoughts between Monday and Friday? Nothing on Saturday or Sunday? (Fun!!! - sorry my English sense of humour!!). Elizabeth, West Sussex.

    101. I was a "cash customer" for years. As soon as we got health insurance, I could no longer go see my regular doctor because they didn't take THAT insurance. I asked the same question. "What if I just pay cash?" They told me that would be illegal. SInce I had insurance I could not also be a cash customer, even though they didn't take my insurance. CRAZY! 
      Jeanne

    102. I was a "cash customer" for years. As soon as we got health insurance, I could no longer go see my regular doctor because they didn't take THAT insurance. I asked the same question. "What if I just pay cash?" They told me that would be illegal. SInce I had insurance I could not also be a cash customer, even though they didn't take my insurance. CRAZY! 
      Jeanne

    103. I'm a 30 year veteran nurse and I've never heard of any medical facility treating or xraying one body part at a time! Weird and out of touch...not even ObamaCare would sanction such a medial travesty... Perhaps this facility should be reported to the EEOC or Better Business Bureau if privately owned. No reputable Medical facility would turn down a patients paying his billing out of pocket, either..

    104. I'm a 30 year veteran nurse and I've never heard of any medical facility treating or xraying one body part at a time! Weird and out of touch...not even ObamaCare would sanction such a medial travesty... Perhaps this facility should be reported to the EEOC or Better Business Bureau if privately owned. No reputable Medical facility would turn down a patients paying his billing out of pocket, either..

    105. Hi Randy.
      I read this article several months ago.  I had returned to thank you for sharing your experience because it presented a great opportunity.
      As a software developer focused on the health industry, I was struck by "Imagine a software package specifically for doctors, dentists, chiropractors and other professionals (attorneys, accountants, etc.)  that they could put on their websites and mobile apps to expedite the new patient/client process."  I believe that I have a great solution to that part of the problem.
      For anyone interested, please contact me.

    106. Can't agree more!!! Recently I had quiet simillar experience with booking and arriving at a hostel ... it made a profound impact on my life priorities and changed my life totaly. As I left that place and called a taxi to a local best hotel. That difference between service at the hostel and at the hotel was staggering!! I had even contacted owner of the hotel personally and appreciated his work as I was jsut blown away with such a great treatment after that terrible experience at the hostel. Anyways I am so glad I had that experience!!

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