Why is it so hard to get someone to help you?

Why is it so frustrating to see a doctor these days—and can anything be done to make it easier? This WSJ analysis has some answers and examples of how the sick care industry is desperately trying to improve your "customer experience".

Despite years of efforts to improve efficiency and access, wait times to see a doctor have only gotten worse, amid a shortage of physicians in almost every specialty. One survey found the average time to secure a new-patient appointment is approaching one month in 15 of the largest cities in the U.S., and another survey found more than a third of Medicare patients are waiting more than a month to see a doctor.

What doctor shortage?

Here is how to piss off your patients.

Sick care is not the only industry that is dysfunctional. Have you tried to rent a car after you have reported an accident to your insurance company on a Sunday? And you thought lousy handoffs, poor communication, and terrible customer service skills were just something that happens when you are sick.

Study Shows That Your Rental Car May Be Dirtier Than a Public Bathroom. But then again, your cell phone is 10 times dirtier than a toilet seat.

Here are some more stupid business tricks to make things as hard as possible.

The decline in the level of customer service can be attributed to several factors:

1. Cost-cutting measures: Many businesses, especially in highly competitive industries, may prioritize cost reduction over maintaining high-quality customer service. This could lead to understaffing, inadequate training, or outsourcing customer service to cheaper alternatives, all of which can negatively impact service quality.
2. Focus on efficiency over quality: To streamline operations and increase efficiency, some companies may prioritize speed and volume of transactions over providing personalized and attentive customer service.
3. High employee turnover: High turnover rates among customer service representatives can lead to inconsistencies in service quality, as new hires may lack the experience and training necessary to effectively address customer needs.
4. Automation and self-service: While automation and self-service options can improve efficiency and reduce costs for businesses, they may also result in a lack of human interaction and personalized assistance, leading to a decline in overall customer satisfaction.
5. Lack of emphasis on customer-centric culture: Companies that do not prioritize a customer-centric culture may fail to instill a mindset of putting the customer first among their employees, resulting in apathetic or indifferent attitudes towards customer service.
6. Inadequate training: Insufficient training programs for customer service staff can result in employees who are ill-equipped to handle complex inquiries or resolve customer issues effectively, leading to frustration and dissatisfaction among customers. When was the last time you you were happy when asked a person in an orange apron for help trying to find an item at Home Depot? Why can't I look it up on my cell phone instead of having them do it and send me to the wrong place?
7. Over-reliance on technology: While technology can enhance customer service experiences, an over-reliance on automated systems and algorithms may lead to frustration for customers who prefer human interaction or encounter technical glitches that impede their ability to get assistance. Amazon Pharmacy expanded its same-day medication delivery service to New York City and Los Angeles, with plans to add a dozen more U.S. cities by the end of the year, the company announced Tuesday.Amazon's pharmacy business plans to use environmentally friendly delivery vehicles, including e-bikes and electronic vans, with a strategy to pick the "best delivery method at each location to get prescriptions to customers," executives said.?
8. Grumpy employees: Post COVID attitudes about the value of work have changed. Employee engagement is at an all time low.
9. Customer expectations have changed: Customers and patients want things faster, cheaper, better, and more convenient. Resistance to change in sick care, e.g., is pervasive.
10. The death of the customer service hotline: Have you tried to call tech support for anything lately?
11. Failure of leadership: Do you still want to fly in a plane made by Boeing?
12. The "our time is much more important than yours" mindset: This is to confirm that your service technician is scheduled for Wednesday and will arrive sometime between 12 am and 12:59 pm. Be sure someone is there who is between the ages of 18-45 to meet the technician even if there is no reason for us to come inside of your house or surrounding property. If we determine that the reason things are not working is something you did, like you did not plug it in, you did not bother to read the 30 page online instruction manual, you checked the wrong box when you subscribed, or the credit card information we have on file is not accurate, you will be charged a $99 service fee once we get the correct credit card information.

The irony of all this is you can order something online and have it delivered to your doorstep in less than 2 hours. But it will take you 5 days to return it and get a refund (don't bother) and you will have to call a non-existent customer service hotline to get it.

Another thing. If I'm fed up and want to unsubscribe to your freaking emails, why do I need to give you a reason?

Do your housing zoning regulations allow carrier pigeons?

Arlen Meyers, MD, MBA is the President and CEO of the Society of Physician Entrepreneurs on Substack.