I had a bizarre experience with Johnathan that quickly turned into a small business lesson.
We went to the hospital dentist. Oh, you say, well that’s an ordinary thing to take a child to the dentist. And yes, we go to a hospital one for myself and for him.
Anyway, we went in through the main doors into the reception. One of the ladies said she would take us down to the waiting area. So she opened the first door with her card, and suddenly disappeared! Not knowing what else to do, I kept on going to where a seating area was. We had been there for 20 minutes. I thought that was more than enough time for us waiting without an explanation. So I went to the only room I had seen someone come out of, although I knew she was one of the hygienists. And she sent her nurse to find out. What happened next, to me, was a bit astonishing. The nurse came back with the dentist.
They apologized for what happened. She then said that it was impossible to tell the reception staff anything but the receptionists hadn’t even told the dentist we were there!
Now, one thing here is that the dentists and receptionists appear to have a different idea of how the department should be run.
And this is not how a business should be.
To leave someone in a corridor and not even let the dentist know we had arrived was very unprofessional of the receptionist. And for the dentists to know that it isn’t even worth talking to the receptionist shows the vast impasse between them. And to exhibit for all of this to a client was totally unexpected.
Now, I would never expect to be treated like that. After having been in a chair outside for a few years now, I can’t remember one incident of this happening before.
The Business Lesson
So when you have your clients, please make sure you show them the way to go and don’t leave them stranded. And if you do have differences within the department, don’t let them be seen outside the doors.