Sam's cellphone ws not working (again) so we spent 90 minutes at the Sprint store getitng it fixed (again) last night. As we walked away – he observed: "Dad – everyone in that store was angry."
He was right – we wondered together who had the stronger point – the angry lady who hadn't gotten her rebate check yet – or the clerk who kept insisting that the check "comes from corportate – I can't help you." Of course it was the angry lady. the clerk didn't take any ownership of this problem. All he did was insult her and do his best to push the problem away.
Bad bad bad.
Joel's got seven steps:
In healthcare – we can't always fix a problem – but at the very least – we need to build an alliance with the patient/customer so that there is shared understanding of the problem – and shared investment in solving it.