I ended up spending part of my weekend at the ER with my mom. That’s why you haven’t seen much from me these past few days. She’s fine and everything’s going to be fine but there was something that caught my attention while in the hospital.
The nurse mentioned a door-to-door time for each patient. From the moment they sign in, a clock starts that only stops once they’re discharged. Hospitals use it to make sure the ER team is running efficiently and such.
But the nurse mentioned there’s a huge risk to this approach. In the quest to make their numbers look good, they rush through tests and exams. That increases the chance of missing something important, especially if it’s the end of their shift and they’re tired already.
Keep that in mind for your email response times as well. Email support isn’t life or death like the ER but similar mindsets can happen in the push to get better numbers. Those stats are important but what’s more important is taking care of your customers. If that means spending a few extra moments with them, do it!