Ever Google yourself? Many people find dozens if not hundreds of listings for other people sharing the same name. I am fortunate that I only compete against a handful. This isn’t a vanity issue, it’s actually about whether your prospects or potential employers can find the real you online.

As I was Googling/Binging/Yahooing myself today, I came across a video from Roland Reinhart M.D. He made a very interesting comment about his pain management practice in California.

He commented that his office tried to be more efficient by enforcing their patient appointment schedule and not accepting same day appointments. But soon after, they received a lot of negative feedback from their patients. Turns out that their patients wanted same day appointments AND were willing to wait longer in the waiting room in order to make the pain go away.

Moral of the story is, just because some process is more efficient for you, it may in fact be harmful to your customer relationships. It’s often better to solicit input from your frequent customers before instituting a major process change that affects how they interact with you.

Hope you find this helpful in your business.