My thesis is that even really good providers don’t provide good customer service, or communicate as well as they should. Especially in a service industry, good customer service translates to bucks on the bottom line.
Here’s my evidence.
I have a local favorite (Elmira area). I have seen her a number of times. I make an appointment, then confirm at lunch of the day, and see her after work. I had an appointment, texted to confirm, no answer. Texted again mid afternoon – no answer. Texted after work – no answer. Texted a couple times in the next week, and the following week. No answer.
Had a new appointment with her recently. Texted at lunch to confirm. No answer. Texted later, no answer. Finally got text that appointment was cancelled.
She had good reasons. The first time, the family took a weeks vacation. The second time, a relative died. The last time, she fell off her goats picnic table. All reasonable excuses (yes, even the goat thing – you have to know her). But I didn’t know them. I only knew I couldn’t get in touch.
My wife went out of town unexpectedly. There is a provider in Rochester I have wanted to see for years. She is older, but gorgeous in my eyes, and according to reviews, she has great skills. So I jumped on the opportunity, and sent a text, a week in advance. No reply. Sent another. Then an e-mail, then an IM. Maybe too desperate, but I was desperate. I am getting older, and there is only so much Viagra you can take without getting Pinocchio nose. So if I don’t see her soon, I might as well just hide in the shrubs and take pics. Finally got a text that she was unavailable. I replied, and asked for an appointment the next week (wife was gone 2 weekends). Never got a reply.
Had another appointment – different provider. I was told to confirm in the AM, which I did. No reply. Texted a couple more times over hours. No response. Finally got a reply a half hour after appointment time. She had an emergency and couldn’t make it, and recommended someone else.
Now there are lots of reasons you can’t answer a text. “My panties spontaneously combusted, and I couldn’t get the firemen to leave!” “Found out mom was a cannibal, and that explained dad’s wooden leg”. “Dropped the phone in the toilet while pooping, and didn’t want to pick it out”. (Lesson – if you text while pooping, close your legs). And I have heard all the easy ones, and probably you have too. “Didn’t see your text”. “Accidently erased it”. “Ran out of minutes”. “Phone broke”.
Maybe I am just annoying (ok, probably I am), but my communications have been so simple it is hard to believe they were too offensive (I admit the quantity might have been off-putting for the Rochester provider). And I have read repeatedly on ECCIE that other guys have talked about having a hard time contacting a provider. "We kept missing each other".
But it is almost as easy to reply to a text as it is to ignore one, and it shows some caring about the customer.
So I have a solution.
I think providers should get together – 6 to 10 in a group – and they should hire a personal assistant. PA is in charge of scheduling and replies, and the provider just watches the shopping channel, and makes winkies happy. (you all call it a winkie don't you?)