When managers don’t manage.
Hi, everyone. Angus Pryor here, multi award winning practice growth specialist. Let me do a little zoom about a hotel that I’ve just checked into,
beautiful grounds, beautiful hotel that there’s a lesson here about management. Now I’m in the Philippines, and I was staying until today in a hotel that I’d stayed in three or four times before. I prepaid for a full week. And as a result of a bunch of circumstances, I moved out early, at a cost of hundreds and hundreds of dollars to me, you know, we check in, we’ve got certain promises about the room that we move into. Turns out, that’s not correct. Then we’ve got promises about, you know, what they’re going to do to fix it for us in a certain time frame. They miss that time frame. I wanted a hotel with a gym. I get in there, the gym’s closed. So finally, I went down to reception. I was like, Can I get the details of the manager please? When can I talk to them? Oh, we don’t have a manager at the moment. And I was like, bingo, Yahtzee. Like, that’s exactly what I’m seeing, the evidence of, which is all of these missed touch points in the business. That adds up to something substantial, so substantial that I moved out halfway through a visit, costing me, personally, hundreds and hundreds of dollars, and costing that business big time, because I’m over here quite often now.
When I look at healthcare, it’s rare. Certainly, every practice has got an owner, and many practices have got someone who’s managing, but often what happens that I see is that the owner doesn’t want to manage. And when managers don’t manage, bad things happen. And what happens is you miss those touch points. You miss the experience. The service goes down. Those little things add up to something substantial. And the risk is that you lose people the same way that I’ve moved from the hotel that I’ve been at, and of course, in the same way I’ve moved out part way through a stay. I’m not going back there, and there’s literally 1000s of dollars they’ve left on the table. And the same thing can happen to your practice if managers don’t manage catch you next time you.
