mommyjenlin

How often do you call in from an outside landline or cell phone, to your organization to experience what a patient, a family member or a healthcare consumer does when calling?   This isn't such a strange question.   We all go through the evaluation process, seek the system we believe will reduce our cost, improve response and service and enhance the experience. But you know, sometimes we make the system so complicated, that we forget why someone calls us. For this I have coined Mike's Law:   "The smaller the organization, easier to use is the automated answering solution. The larger the organization, the more complex and harder the automated answering solution is to navigate." Use is very different than navigate. One implies simplicity, the other complexity. Let me give you an example. In calling a local hospital when a family member was hospitalized, it was really very straight forward. Dial in, hear the message, dial the extension or room number if you know it, o...

How often do you call in from an outside landline or cell phone, to your organization too experience what a customer does when calling? This isn't such a strange question. We all go through the evaluation process, seek the system we believe will reduce our cost, improve response and service, which will hopefully result in less dropped calls, increase customer or patient satisfaction and revenue. But you know, sometimes we make the system so complicated, that we forget why someone calls us. For this I have coined Mike's Law: "The smaller the organization, easier to use is the automated answering solution. The larger the organization, the more complex and harder the automated answering solution is to navigate." Use is very different than navigate. One implies simplicity, the other complexity. Let me give you a couple of examples. In calling a local hospital when a family member was hospitalized, it was really very straight forward. Dial in, hear the message, dial the ex...