RE: [ACEsthetics] business is bad..why??

We had the same problem in our groceries and Wal-Mart.  Kmart is much better.  Our physicians’ offices are horrible.  When the hospital bought the docs offices there was a total attitude adjustment or your ass was on the road.  It is amazing how nice people can suddenly be when it is required of them and you wonder why they were not that way before.  The hospital has been under a major firms survey program for the past five years and have come up hugely.  With that came excellence.  We were the top small hospital in the state of Georgia on all markers last year…excellence, patient care, patient satisfaction, ER satisfaction, med errors and on and on.  That came with simply being nice to people and being required to do their job.  When they were hired they were told that if they were terminated with cause their recommendation would be negative and explanations made on the survey of the problems we had.  Without cause carried a positive or neutral evaluation.  That made a huge difference when they found that they would be terminated and all future recommendations from CRMC would  be negative.  Even the damned docs got nicer.  A hospitalist program took a huge load off of them and I think that helped the offices and the docs.  When the doc is tired and grumpy, the staff seemed to follow suit.  If we get a negative comment on our staff they are told to straighten up with one exception.  Our most skilled and hardworking assistant talks too much and we remind her to tone it down but it is hard to be too hard on her because both me and one of the partners are motor mouths.  People actually like that because they say it takes their minds off of what is being done trying to listen to us.  They can be less kind to her.  She will be here forever because she is our top worker and loyal as any employee I’ve ever had. 

 

Guy W. Moorman, Jr., D.D.S.

The Swamp

Douglas, GA 31533

912-384-7400

 

 

 

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From: acesthetics@googlegroups.com [mailto:acesthetics@googlegroups.com] On Behalf Of Dr. Ray Voller
Sent: Thursday, May 23, 2013 8:17 AM
To: acesthetics@googlegroups.com
Subject: Re: [ACEsthetics] business is bad..why??

 

I meant to type in 15 minutes.. not one

----- Original Message -----

From: Dr. Ray Voller

To: acesthetics@googlegroups.com

Sent: Thursday, May 23, 2013 8:13 AM

Subject: [ACEsthetics] business is bad..why??

 

This past Monday, our local business association wanted to do a membership drive, so, as president of Downtown Kittanning, Inc., I walked around the borough with a fellow board members.
I walked into an insurance agency that's been in town for at least 40 years. The office was on the first floor, and it was literally filthy, paper all over the floor (garbage, no less!), the walls were dirty with plaster literally falling off the walls, there was ONE lady in there talking out in the open with a customer, finalizing his insurance I suppose.
When I walked in I was literally 10 feet from the two of them. Neither of them even looked up, and aside from not acknowledging me even being in the room, I stood there, (just to see what would happen!), FOR 1 MINUTES. There were no chairs to sit in, in the 'waiting area,' no coffee, dust was EVERYwhere, the windows were dirty. I was appalled. I made motions like I was going to walk out, and yet, there was NOT EVEN A GLANCE towards me from the receptionist or the customer. I purposely made it clear that I was going to leave. I never saw the receptionist before so she had no idea who I even was.

WOW! I just left, and no goodbyes, or 'I'll be with you in just a minute.'

NOTHING.

Then I walked into an MD office down the street. An allergist/asthma specialist. The waiting room smelled moldy, and it too, was filthy dirty. BUT, it was packed with people. Four women were behind the closed glass window. I walked up to the window, and there was no 'hello', it was more like, 'yes?'

NO FREAKING WONDER business is as it is! What in the HELL are people thinking?? And tell me HOW the MD's office has PEOPLE in it?! WHO in the WORLD would want to go to a doctors office with a stinky, dirty reception area?
LOOK at your facilities people. Are they inviting? Are they at least clean and uncluttered?
I can't believe I saw and experienced what I did in those businesses. Yet we wonder, why these places stay in business.

Ray

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