I am irate. Infuriated. Enraged.

Having set aside a full work day (for the second time) to have new office cabinetry and a desk installed (I had to set aside an entire day because this company is unable tell me in advance what time to expect the installers), I have just learned that "someone dropped the ball and they can't come today"! I had also arranged for my computer guy and an ergonomics consultant to be here - so THREE schedules have been impacted by this rotten service.

I was about to spend several thousand dollars. So why do they apparently not care about making me happy?

The bigger question is: Why is it apparently so difficult to deliver good customer service?

I suspect it begins with not even having a definition of good customer service in the first place. Since this is an intangible, let's define it together - I'll go first and I am going to aim high -- for excellence!!

Excellent customer service is:

Now, think about your medical practice or business? How would you stack up?

Here is a Customer Service That Sparkles Checklist for your next brainstorming session, so that you can address each of the "touchpoints" in your medical practice or physician business -- and deliver sterling customer service that sets you apart from your competition.

Needless to say, I shall be writing a strongly-worded angry review on the web, cautioning potential customers to stay away from doing business with this company. I'm THAT angry! I hope, with attention in the right places, you'll avoid this outcome for your medical practice or physician business!

What is your idea of great customer or patient service?

Philippa Kennealy ran a private family practice, and a hospital, before building her coaching business helping MDs launch and run successful practices and businesses. Visit her online at www.entrepreneurialMD.com to learn more.