A signal for high quality?

Last year, I underwent elective surgery.

Don’t worry, I’m absolutely fine.

It was a procedure I believe we should be talking about more, but I won’t do so here as it’s not the point of this post (I’ll send you a clue if you’d like to know).

Anyway, here’s the point of this post 👇

Before the operation, I met with my GP who referred me to a specialist they said was the best in Sydney.

After meeting with the specialist, I had to agree with my GP that they were the best.

Want to know why?

❎ It wasn’t because of their reputation.

❎It wasn’t because of their reviews.

❎It wasn’t because of their skill (I hadn’t had the operation then, but I’m pleased to say it went well).

✅ It was because of my experience with their front desk team…

… which wasn’t pleasant 😕

📵 My calls kept going to voicemail and many went unreturned.

❓ I felt I wasn’t provided with enough clear instructions and I kept asking for more details.

😶‍🌫️ After the surgery, I needed to do follow-up tests but the team didn’t reach out to me and were hard to get a hold of.

In short, it was a poor experience.

But that’s why I knew the specialist was the best.

Because if someone is recommended to you and their team isn’t easy to deal with, to me this means they’re so good they don’t need to focus on customer service.

Granted, I would always love the experience to be smoother.

But under certain circumstances, I actually think poor service is a signal for quality.

Do you think this is true? 💭

I’d love to hear your thoughts.

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