The following is a real phone conversation that I had with a very large company.
“Hello? Can I put you on hold?”
Click (hold music).
“No?” I said. “Why did you ask if you weren’t interested in my answer?” I asked the hold music. They never did come back and I ended up hanging up.
I remembered thinking that I was so glad that we don’t this. It is everyone’s job, from the top down, to answer the phone and meet the patient’s needs. It may go to voice mail every once in awhile, but not too often. Everyone gets busy, but we realize that challenge isn’t the patient’s problem. It is our challenge to solve.
When you need help, you need help. You have our promise that we will do our best to make that happen.