May 14th, 2009

A kick below the gum line.

Posted by Michael Calienes in customer experience

Dr. Nick RivieraAfter a routine checkup, my regular dentist recommended I visit a periodontist — “the best” in Tallahassee — who could address my receding gum line, a procedure that shouldn’t be more than $1,000-$1,500.

After my visit a few weeks later, I was presented with an estimate of over $6,000. They pushed me to schedule before leaving the office. They offered me credit plan and “easy” payment options. But the real kicker came yesterday, when the periodontist’s receptionist left a voice mail offering me a “ten percent discount off the top” if I took advantage of one of the open time slots they had available next week.

I felt a little ill. I immediately thought of The Simpson’s discount medic, Dr. Nick Riviera.

Is this what it’s come down to? How does any medical practitioner think this is a good idea? On any level? Is this part of an overall marketing strategy? Why not offer a fair price to begin with? What’s next? Cash back if you bleed less on the ER floor? Group discounts if more than one person is injured at a time?

This is one area where I don’t want discounts. I want a fair price to begin with and an honest interaction from beginning to end. For a periodontist with very good ratings, I expected a little more thoughtfulness.

May 11th, 2009

Grey gets my middle finger.

Posted by Michael Calienes in miscellany

greyThe only comfort in grey is imagined.

Grey is a state of mind — a nebulous mass of indecisiveness. Grey is a maybe. Grey is nothing but an excuse. Grey says it’s okay to straddle the fence, delay the decision, and avoid a position. Grey keeps you average and impedes greatness.

Yes, grey exists, and it’s good to be able to perceive and understand it, but living grey is a whole other matter.

Be black. Be white. Be whatever color you want to be. But make it solid. And f* grey.