The other morning, I was listening to the radio. The hosts of a popular morning show were doing their ‘radio blogs’. The day’s topic was about the frustration one of the hosts was having trying to schedule a doctor’s appointment: specifically, that she was unable to ‘speak to a real person’. And what frustrated her most about the situation, was that in her hour of need, when she wasn’t feeling well, what she really wanted was a caring, compassionate, human connection. And who can blame her? Although online scheduling systems may seem more ‘efficient’ in many industries, it’s important to look at the process from the customer’s, and not just an internal, point of view. Our customers are human beings. Service excellence isn’t just about making things more efficient. It’s about giving each customer what they want, when they want it right the first time with a personal, caring human touch!