Well, many of our clients know this now, and it’s by no means a secret, so I’m going to share some news… I (Lacy) am expecting a baby in May this year! For any of you who have gone through the trials and joys of having a child, know all the wondrous things that come with it. One of those things being, choosing a hospital.
We began this process not really knowing what to expect or where to go. We got some great advice from friends and family, but the best advice we got was from my aunt and from our doctor. They said: go tour the hospitals. See what each has to offer, and then you can make an educated decision based on that. Well… I’m sure glad we did!
We picked a night that worked around both of our busy schedules, made sure we were avoiding the time the staff changed over and we started at Bryan LGH. To our disappointment, when we got there, we didn’t get any further than the front desk. They didn’t even direct us to the maternity unit. All we were told was, “We only give group tours twice a week. Come back on Tuesdays at 5:30 pm or Saturdays at 3 pm.” This worried me. We had taken time out of our busy schedules to do this and I was told (by my aunt, who works at a hospital and has toured many) that we could drop by any time and that someone would give us a tour.
Well, we decided to take a risk and head to the next place anyway. We had already taken the night to do this, we just as well give it a shot. When we got to St. Elizabeth’s, the gal at the front desk was on the phone, but someone else saw us and asked to help us right away. They gal said she wasn’t sure if they could give us a tour tonight, but that we were more than welcome to go up to the maternity unit and ask. So, we did. The gal at the desk there informed us that they had been very busy all night, but that if there was anyone they could spare for a bit, they would be happy to give us a tour. And guess what… They didn’t just spare us anyone. They spared us the charge nurse.
This gal was so wonderful to us, showing us everything we could possibly need to know, answering all our questions, and though she had to take a quick call in the middle of the tour (they were busy, so we understood, of course) she gave us the full tour and made us feel right at home, personalizing everything to our specific needs. The rooms were beautiful, they had so much to offer and we could not have possibly asked for anything more. By the time we left, there was absolutely no question to where we were going when our son (oh yeah… We’re having a boy, by the way) came along.
Now, I’ll never know if Bryan LGH is actually even more beautiful and fabulous than St. Elizabeth because I’ll never go back. How much do you think a hospital makes off of a delivery? This is our first and probably not our last, so how about 2 or 3 deliveries? Oh, and of course I told all of my friends of our poor experience so how about all the rest of my 20-something friends and family. (For the sake of numbers let’s just say we’re up to 30 deliveries.) The last kick in the pants for Bryan… I work for a marketing company and write for their blog. They just lost a pretty significant number of potential customers. All because the person at the front desk wouldn’t give us the time of day.
Moral of the story: When someone comes to your front desk… What do you want their first customer service experience at your company to be?