Will Limkemann » customer communication http://blogs.geniocity.com/limkemann Sun, 25 Jul 2010 15:34:11 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Communication http://blogs.geniocity.com/limkemann/2009/07/communication/ http://blogs.geniocity.com/limkemann/2009/07/communication/#comments Mon, 13 Jul 2009 13:35:55 +0000 wlimkemann http://blogs.geniocity.com/limkemann/?p=611  Read more]]> Friday my wife underwent minor surgery at Lutheran Hospital in Cleveland. I wished her well at 6:00 AM as she was wheeled into pre-op and saw her again at 11:30 as she was released from recovery. The 5 1/2 hour wait could have been excruciating had it not been for the excellent communication provided by the surgical suite. The waiting room is equipped with a monitor showing the status of each patient so I knew exactly when she went from pre-op (9:00 AM) into surgery and surgery to recovery. In addition I got one verbal update via phone, and the doctor gave me a full in-person report at the conclusion of the successful surgery.

Many businesses could learn from the communication processes in place at this hospital. How often I have contracted to have a job done but have been totally in the dark as to the status of the job or when it would be completed. Wouldn’t it be great for a business to have a web site customers could log into at any time to learn the exact status of their jobs – supplemental, of course, to verbal updates? What a competitive advantage these companies would have as they improve customer satisfaction.

Will Limkemann
www.siqualtd.com

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