History: Over the years I have not always paid attention to any visceral responses I have to situations or decisions. It’s easy enough to talk yourself out of a gut reaction and try to rationalize your way to a decision. You know, look at all the facts and make a decision-use your head-simple enough. Then again, there’s been many a time when, upon reflection, I should have listened to my gut.
Customer Service: Once upon a time I attended a seminar about customer service. While the seminar was held many years ago one of the examples used by the presenter stuck with me. She spoke about how easy it was to lose customer confidence-the example she used was air travel. You board the airplane, get settled and before you take off you try to turn on the overhead light and it doesn’t work. When this happens you think ‘what else on this airplane doesn’t work?’
The News Story
Today Ottawa Public Health held a news conference to report several thousand people have been exposed to potential HIV or Hepatitis infection as a result of poor standards during treatment at one local clinic.
Within the last year or so I was referred to said clinic. Briefly put, from what I observed in both the exterior office and the consulting office, there was a lack of orderliness and cleanliness. The physician recommended a procedure and I asked where the procedure was conducted, I was told there an operating room (or some such thing) in the back of the office. I initially made an appointment for a future date but pretty much as I left the office thought-“No Way!”-if this is what the front of the office looks like…what does the room in the back look like? I called back and cancelled the appointment. I did it based on a gut reaction. I reported my experience and decision to my family doctor. While the news report says the probability of infection is low, there are thousands of people who will soon receive a registered letter about their treatment in that office. Despite the odds of infection (which are apparently very low) the information is bound to cause many people a great deal of worry. Tonight I am paying homage to my gut.
Have you had an experience where your gut reaction got it right?