Happier Customers At No Cost

Posted on April 22, 2013 by John G. Self

How many of us LOVE to sit on a cramped airplane for 30 to 40 minutes or more, either at the gate or in a seemingly endless line of planes for takeoff, without any explanation from the crew regarding the reason for the delay, how many planes are ahead of you, or how much longer you will be delayed? This is especially the case when you are wedged in on a regional jet which is best described as a sewer tube with two jet engines mounted on the rear.

Why an airline pilot, supposedly a professional who has as much at stake in customer satisfaction scores as anyone else at the airline, would leave everyone in the dark is baffling.

It is also crummy, unacceptable customer service. The problem is that poor communications with passengers – their customers — is more common than the airlines will admit.

Now, here is the really interesting part: if your airline and its regional affiliates are currently at, or near the bottom of the customer satisfaction list, assuaging customer frustration with better communication is something that can be accomplished without costing anyone a dime. Imagine that, improved service — happier customers — at no cost? But then this is an industry that has shortened their seat belt length so that even people with 38 to 40 inch waistlines can barely buckle up. Really? Really? Is it really worth the few pennies saved on material per belt at the cost of uncomfortable and irritated passengers?

Lest you think I am being unfair to the airlines – and they richly deserve the criticism – my industry, healthcare, has more than its fair share of customer service/poor communication warts, which in the case of hospitals and doctors can lead to unnecessary lawsuits or worse, like a short sighted desire by an airline to trim costs with little regard for customer comfort, a loss of consumer confidence and business.

There is a common theme at play here: poor communication, and in some cases, arrogance.

To adapt an old saying — ignorance (read: poor communication) gets you in trouble. Arrogance keeps you there.

Customer satisfaction, like quality, once it is lost is difficult and expensive to regain.

By the way, when the first officer finally communicated with us regarding our new, delayed estimated time of arrival, it would have been nice if she could have gotten the verb tenses correct.

So… Really?

Posted on March 29, 2013 by John G. Self

So.

So, here is what I mean.

So, in several recent interviews conducted by Charlie Rose, I have heard CEOs, learned academics, policy thought leaders and politicians use the word “so” to begin their answer so many times that even I actually noticed a trend.

So, have you noticed how many people – especially in employment or TV interviews – are beginning their answers with the word “so”?

“So, our net revenue portfolio is shifting based on our strategic initiatives to begin focusing on population health management, ambulatory and pre-hospital services that will yield a higher return on our capital and enable us to deliver on our mission statement for the communities we pledged to serve.”

“So, we have reduced our risk exposure and in the process of chopping away at the multiple of non-performing assets in our portfolio and enhancing the guardrails, we have increased our capital base.”

So, now you get the point of the blog.

Recruiters, particularly those of us fortunate enough to work in the rarefied field of C-suite search assignments for Chief Executive Officers and other senior executives, have all observed the fads in phrasing, or, if you are a human capital consultant trying to impress a client: use consultant-speak shorthand: FIPs.

So, I think FIPs are getting a little out of hand. That said I understand this is the way of the world and my comments today are meant only to call attention to this trend, not to demean the very bright leaders who use these phrases as a PBE – personal brand enhancement.

It is OK to use the fad words or phrases, just do not over use them. Twenty times in a three-hour interview is a bit much. I once met a CEO of a New York health system that spoke in the most beautiful way – he took CNBC business-speak to such a high art form I almost bought in to what he had to say. You know about CNBC don’t you? They are one of the best in business news (read: TV) journalism at perpetrating the flood of fad phrasing.

So, it is Friday. I have candidate interviews scheduled for most of the day and weekend full of work. Gee, only two more work days this week. No, really.

Services for Healthcare Leader Sandy Lutz

Posted on March 13, 2013 by John G. Self

Visitation – 5:30 to 7:30 pm on Thursday, March 14
Moore Funeral Home
1219 N. Davis Dr.
Arlington, TX 76012

Memorial Service – 11 AM on Friday, March 15
St. Stephen United Methodist Church
1800 Randol Mill Rd.
Arlington, TX 76012

Our industry has lost one of its most special assets. Sandy was not only a bright thought leader, but an excellent writer who was such an effective communicator. But her success as an outstanding mother and a devoted wife to Larry, a very good man and father who dedicated the last several years of his life to Sandy, are what made her so special. Our thoughts remain with her family and to her memory.

If you’d like to read more about her many accomplishments, there is a wonderful piece from D Healthcare Daily this morning.

Sandy, we will never forget you. Your leave an amazing legacy. We are all so fortunate to have known you.