Although I have been advised not to editorialize in my blog (duly noted) I thought that it might be useful to have a brief chat about expectations. Prospects, customers and vendors all have different expectations about how things will work regarding doctor scheduling software.
Here are a few call scheduling software prospect and customer myths that I can dispel.
- I should only have to pay for what I use in the software.
- The software should set itself up (including all of the information about my providers).
- You don't need any training on how to use call scheduling software.
- Software will schedule my providers just like I do with Excel.
- I want you to be my partner, but I will not treat you that way.
- The software should be able to accommodate that certain things only happen sometimes.
- The schedule will display the way I want it.
- The schedule will show up in my phone the way I want it.
- Software customization (custom programming) should be very easy and inexpensive.
- The software should be damn near free.
When you stop and think about it there is no way that a company can program to meet everyone’s needs or wants. The more you use software the more you become ok with that. In fact, as soon as we (Software Company) make a decision and choose a direction we know for certain that some will like it, some will love it, and some will hate it and think that we are idiots because we did it that way. This gets back to a former blog I did about the Parato Principal, better known as the 80/20 rule. Most software companies create products that meet 80% of the customer’s needs within their specific market. Perhaps if you never find what you are looking for in software you need to adjust your expectations.
Similar to prospects and customers having certain expectations of us as a company, we also have certain expectations of you as a prospective customer.
To be fair, here are a few call scheduling software Vendor myths that I can dispel;
- We don’t like it when you tell us that our software sucks.
- We don’t like it when you don't do your homework.
- Our trainers have no clue how people create, maintain and publish a call schedule.
- We don’t like being stood-up for demos and training.
- Sometimes "why something works the way it does" is just because it does.
- Our trainers have others scheduled after you, so we cannot do it all at once.
- We don’t like being called on a Sunday night because you forgot your password and you don’t want to call your scheduler to bother them.
- We don’t like it when customers lack of planning become our emergencies.
- We don’t like when our software is blamed for your organizations dysfunction.
- We don’t like it when you don't pay your bill and we have to call and ask for it.
I think there are a few takeaways from this blog post.
First, it is important to be realistic and reasonable with your expectations. Also remember that expectations change and you must communicate your changes if you wish to be satisfied. And lastly, remember that if you expect your expectations to be meet, others do as well, this should be a two-way street. You can have everything you want, just not all at once.