07 Sep Little Things Can Make a Big Difference by Mike Noel

I recently changed doctors, and it was because of an issue that could have been easily addressed…..but it wasn’t. This is one of those experiences that makes a great story after the fact, but it’s incredibly frustrating when it’s happening to you.

My appointment was on a Saturday with a new doctor/specialist in my town. My primary doctor had recommended him. I confirmed the address, time and place of my appointment, and when that time came, I drove to a large complex of buildings with which I am reasonably acquainted. The complex is primarily composed of health-care providers. I then drove slowly and carefully around the complex for 20 minutes looking for the address I had been given, and there wasn’t one building that had the specialist’s address on it. What now, given that it was a Saturday and all the offices appeared to be closed?

At that point, I was frustrated and about to give up and drive home when I saw three cars parked together in front of one of the buildings. Hmmm, three cars parked together on a Saturday in a virtual ghost town. I decided to check it out.

As I walked in, the woman at the front desk said, “Oh, you must be Mr. Noel. We’ve been waiting for you.” In the calmest voice I could muster, I said, “Yes. That’s me.” She then gave me some forms to fill out, and as I finished them and handed them back to her I said, “I’ve been driving around this complex for about 20 minutes, and the building you and I are in doesn’t have the same address I was given.” She cheerfully responded, “Yes, that happens all the time. But you are here now, so you won’t have any trouble finding us next time!” It was evident she wasn’t kidding.

I then said, “I’m baffled. Couldn’t someone have taken the initiative to create some signage on the building, even if it were only hand written, to help your new patients find this office?” She answered, “Oh, no. We are only renting this building.” I couldn’t believe they were willing to lose patients because they weren’t willing to take the initiative to post some helpful signage.

I felt as if I should tell her that taking the initiative and not waiting until you are asked to do something separates great employees from good ones. It really doesn’t take much effort to differentiate one’s self as a great employee. It’s these types of “little things” that can make a big difference to your employer and the success of the business. And after your employer notices you taking the initiative over and over, you will be in a better position to get the recognition you deserve that may lead to additional responsibilities and perhaps a promotion.

Interestingly, after discussions with my new specialist later that day, I felt he was qualified, caring and friendly; and I decided to give him and his team another chance at my business. But, as the days moved on, I didn’t hear anything from his team for about two months. Nothing! Their lack of communication was another sign they were not willing to do the little things that make them stand out as a top-notch service provider. So, I decided to seek another doctor who could meet my needs; and before long, I found a new doctor through a recommendation from a friend of mine.

Thankfully, it turns out the new specialist is a wonderful doctor. I am impressed by her and her support team. They are trustworthy, attentive and impressive; everything you would want in a doctor and the doctor’s teammates. Their attention to the little things makes all the difference in one’s confidence level in choosing them and then experiencing their talents and professionalism.