San Ramon Regional Medical Center & John Muir Health - Unfortunately you’re losing a loyal patient and customer after a visit with your ER today, despite that my family and I have been using John Muir Health and San Ramon Regional facilities for probably at least 20 years now.
The experience I had with one of your ER doctors today was the worst "customer" experience I've ever had. I actually couldn't believe the responses from your ER doctor. Gave me his diagnosis after letting me speak for only 30-45 secs (not an exaggeration), while your advice nurse spoke to me for 15-20 mins over the phone and told me to go to the ER. The nurse must have heard something that she didn't like for her to send me to the ER. Ultimately your ER doctor had a condescending tone and said his diagnosis was right even if he didn't hear all my symptoms, and that regardless of what the advise nurse recommended, it was still "my decision to come to the ER". Guess this was my fault? No apologies, no empathy, and sent me home in a crappier mood.
The point I’m getting at is that EVERY customer interaction counts. The customer’s overall experience can so easily be swayed by ONE lousy interaction with ONE person, regardless if the rest of their experiences have been great overall. This is one thing I always try to keep in mind in my day to day interactions and engagements with my customers. My role in Customer Success requires it, in fact demands it...but these interactions can and still play a part no matter what role you’re in (i.e. ER doctor). It can be a tough thing to do sometimes, but at the end of the day, I don’t want to be that ONE interaction that makes a customer go elsewhere regardless of how happy they are otherwise.
John Muir Health - I believe you just acquired San Ramon Regional Medical Center last year? I’m sure you won’t miss one insignificant customer like me, but hopefully you’ll at least try to have your people do better. I wonder how many other patients (customers) have bad customer experiences with you but maybe just don’t take the time to challenge it.
