It started like any other day—I just needed to reschedule a routine checkup. Simple, right? I grabbed my phone, thinking this would take no more than five minutes. After all, how hard could it be to change an appointment? Armed with confidence and a cup of coffee, I dialed the medical practice’s number. What followed was less of a phone call and more of a hero’s journey.
“Thank you for calling! Please listen carefully, as our menu options have changed,” the automated voice sang sweetly. After an obstacle course of button presses—none of which led to “Talk to a human”—I landed in hold music purgatory. The soundtrack? A dreary symphony of slow piano and occasional static, as if my phone was haunted by a ghost who once took piano lessons. Ten minutes in, the coffee was cold, my patience was thinner than a hospital gown, and my faith in humanity was wavering.
When someone finally answered, I felt a rush of triumph. “I need to reschedule my appointment,” I explained, only to be met with, “Oh, that’s not my department. Let me transfer you.” Cue the music again—this time with more static and less hope. A second representative joined the party, only to inform me that the scheduler was out to lunch. At that moment, I considered driving to the office myself, but I wasn’t sure I could avoid passive-aggressively mentioning my wait time.
Eventually, I reached the elusive appointment scheduler. She was lovely—efficient, even—but it took a full hour to achieve what could’ve been done in a three-minute conversation. As I hung up, I felt like I had conquered Mount Frustration. Next time, I’ll try sending a carrier pigeon or maybe just showing up unannounced. If nothing else, I’ve got the patience of a saint and a whole new respect for anyone brave enough to call their doctor’s office twice in one day.
Strategies to Turn This Around:
- Perform your own audit of a customer calling in for a routine request, or ask me to do it! What was the experience like?
- Train multiple employees on routine tasks, teamwork makes the dreamwork!
- Make it a priority to cut down on call hold times, there are multiple ways to do this, and I’m happy to share ideas during a complimentary consultation. Schedule here!