{"id":1330,"date":"2009-03-11T05:00:01","date_gmt":"2009-03-11T11:00:01","guid":{"rendered":"http:\/\/michaelhyatt.com\/2009\/03\/procedures-that-drive-customers-crazy.html"},"modified":"2009-03-11T05:00:01","modified_gmt":"2009-03-11T11:00:01","slug":"procedures-that-drive-customers-crazy","status":"publish","type":"post","link":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/","title":{"rendered":"Procedures That Drive Customers Crazy"},"content":{"rendered":"

Today, I went to the doctor to get my shots for a trip I am taking to Ethiopia. This is the first time I have had to do this. I assumed that it would take 30 minutes\u2014tops. Not so much. It actually ended up taking almost two hours.<\/em><\/p>\n

<\/p>\n

\"women<\/div>\n

I was visiting a clinic that specializes in travel, so they didn\u2019t have any of my medical records. As a result, I first had to fill out a bunch of paperwork. All total, it took about 15 minutes. When I turned it in, the receptionist said, \u201cYou realize that insurance won\u2019t cover these shots, right? You\u2019ll have to pay cash.\u201d<\/p>\n

I really hadn\u2019t considered that possibility. Regardless, I said, \u201cThat\u2019s fine.\u201d I then paused and added, \u201cSo, why did you have me fill out the insurance paperwork?\u201d<\/p>\n

The receptionist looked a little confused and then confessed, \u201cHonestly, I don\u2019t know.\u201d She then apologized and had me take a seat. Thankfully, I had my Kindle<\/a> [affiliate link<\/a>] with me, so I soon got lost in my book. I waited another 20 minutes before a nurse finally called my name.<\/p>\n

She weighed me in and took my blood pressure, pulse, and temperature. She then proceeded to ask me all the very same questions that I had spent 15 minutes answering on the forms\u2014my medical history, allergies, medications, surgeries, etc.<\/p>\n

It was obvious that she had not looked at the paperwork. I was mildly annoyed but tried not to think too much about it. I mainly just wanted to get my shots and get back to work. She then told me the doctor would be in shortly. I waited for another 10 minutes, resigning myself to the fact that this was going to take a whole lot longer than I anticipated.<\/p>\n

Eventually, the doctor came in. He was very pleasant and knowledgeable. He asked me where I was going and how long I would be gone. It was clear that he specialized in travel medicine and knew all the particulars. I was impressed. However, after a few minutes, he proceeded to ask me all the same questions as the nurse had asked me\u2014the very same ones that were on the original form!<\/em><\/p>\n

Again, I was annoyed, but what was I going to do? By the time I received my shots\u2014five of them, thank you very much\u2014I had been in the clinic for almost two hours. It made me wonder, how long would it have taken if they weren\u2019t repeating the same redundant procedures.<\/p>\n

As I was driving back to the office, I began to speculate about how many procedures my own company has that may be superfluous? What are we doing that is no longer necessary or useful? How much cost and frustration does this add for our customers and other key constituents? Probably more than I\u2019d like to admit.<\/p>\n

Question: How about you? What procedures are getting in the way of your organization providing the best service possible to your customers?<\/div>\n","protected":false},"excerpt":{"rendered":"

As I was driving back to the office, I began to speculate about how many procedures my own company has that may be superfluous? What are we doing that is no longer necessary or useful? How much cost and frustration does this add for our customers and other key constituents? Probably more than I\u2019d like to admit.<\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[29],"tags":[597,1599,1600,30,1601],"acf":[],"yoast_head":"\nProcedures That Drive Customers Crazy | Full Focus<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Procedures That Drive Customers Crazy | Full Focus\" \/>\n<meta property=\"og:description\" content=\"As I was driving back to the office, I began to speculate about how many procedures my own company has that may be superfluous? What are we doing that is no longer necessary or useful? How much cost and frustration does this add for our customers and other key constituents? Probably more than I\u2019d like to admit.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\" \/>\n<meta property=\"og:site_name\" content=\"Full Focus\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/facebook.com\/michaelhyatt\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/michaelhyatt\/\" \/>\n<meta property=\"article:published_time\" content=\"2009-03-11T11:00:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/fullfocus.co\/wp-content\/uploads\/2009\/03\/procedures-that-drive-customers-crazy-1.jpg\" \/>\n<meta name=\"author\" content=\"Michael Hyatt\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@michaelhyatt\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\"},\"author\":{\"name\":\"Michael Hyatt\",\"@id\":\"https:\/\/fullfocus.co\/#\/schema\/person\/e326267e17b1b742f4062fcbd4fdfff7\"},\"headline\":\"Procedures That Drive Customers Crazy\",\"datePublished\":\"2009-03-11T11:00:01+00:00\",\"dateModified\":\"2009-03-11T11:00:01+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\"},\"wordCount\":510,\"commentCount\":44,\"publisher\":{\"@id\":\"https:\/\/fullfocus.co\/#organization\"},\"keywords\":[\"customer service\",\"paperwork\",\"procedures\",\"Productivity\",\"redundancy\"],\"articleSection\":[\"Productivity\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\",\"url\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\",\"name\":\"Procedures That Drive Customers Crazy | Full Focus\",\"isPartOf\":{\"@id\":\"https:\/\/fullfocus.co\/#website\"},\"datePublished\":\"2009-03-11T11:00:01+00:00\",\"dateModified\":\"2009-03-11T11:00:01+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/fullfocus.co\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Procedures That Drive Customers Crazy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/fullfocus.co\/#website\",\"url\":\"https:\/\/fullfocus.co\/\",\"name\":\"Full Focus\",\"description\":\"Win at Work and Succeed at Life\",\"publisher\":{\"@id\":\"https:\/\/fullfocus.co\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/fullfocus.co\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/fullfocus.co\/#organization\",\"name\":\"Full Focus\",\"url\":\"https:\/\/fullfocus.co\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/fullfocus.co\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/fullfocus.co\/wp-content\/uploads\/2022\/02\/Full-Focus-Logo-Tan.svg\",\"contentUrl\":\"https:\/\/fullfocus.co\/wp-content\/uploads\/2022\/02\/Full-Focus-Logo-Tan.svg\",\"width\":805,\"height\":178,\"caption\":\"Full Focus\"},\"image\":{\"@id\":\"https:\/\/fullfocus.co\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/facebook.com\/michaelhyatt\",\"https:\/\/www.instagram.com\/fullfocusplanner\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/fullfocus.co\/#\/schema\/person\/e326267e17b1b742f4062fcbd4fdfff7\",\"name\":\"Michael Hyatt\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/fullfocus.co\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/96062f5af6c86933efd0adddcb29204f?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/96062f5af6c86933efd0adddcb29204f?s=96&d=mm&r=g\",\"caption\":\"Michael Hyatt\"},\"description\":\"Michael Hyatt is the founder and chairman of Full Focus. He has scaled multiple companies over the years, including a $250M publishing company with 700+ employees and his own leadership development company that has grown over 60% year over year for the past 4 years. Under his leadership, Full Focus has been featured in the Inc. 5000 list of the fastest-growing companies in America for three years in a row and in 2020 the company was named to Inc.\u2019s Best Work Places list. He is also the author of several New York Times, Wall Street Journal, and USA Today bestselling books, including Platform, Living Forward, Your Best Year Ever, Free to Focus and his newest book The Vision Driven Leader. He enjoys The Double Win with his wife of 40+ years, five daughters, and nine grandchildren.\",\"sameAs\":[\"https:\/\/fullfocus.co\",\"https:\/\/www.facebook.com\/michaelhyatt\/\",\"https:\/\/twitter.com\/michaelhyatt\"],\"url\":\"https:\/\/fullfocus.co\/author\/michaelhyatt\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Procedures That Drive Customers Crazy | Full Focus","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/","og_locale":"en_US","og_type":"article","og_title":"Procedures That Drive Customers Crazy | Full Focus","og_description":"As I was driving back to the office, I began to speculate about how many procedures my own company has that may be superfluous? What are we doing that is no longer necessary or useful? How much cost and frustration does this add for our customers and other key constituents? Probably more than I\u2019d like to admit.","og_url":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/","og_site_name":"Full Focus","article_publisher":"https:\/\/facebook.com\/michaelhyatt","article_author":"https:\/\/www.facebook.com\/michaelhyatt\/","article_published_time":"2009-03-11T11:00:01+00:00","og_image":[{"url":"https:\/\/fullfocus.co\/wp-content\/uploads\/2009\/03\/procedures-that-drive-customers-crazy-1.jpg"}],"author":"Michael Hyatt","twitter_card":"summary_large_image","twitter_creator":"@michaelhyatt","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/#article","isPartOf":{"@id":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/"},"author":{"name":"Michael Hyatt","@id":"https:\/\/fullfocus.co\/#\/schema\/person\/e326267e17b1b742f4062fcbd4fdfff7"},"headline":"Procedures That Drive Customers Crazy","datePublished":"2009-03-11T11:00:01+00:00","dateModified":"2009-03-11T11:00:01+00:00","mainEntityOfPage":{"@id":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/"},"wordCount":510,"commentCount":44,"publisher":{"@id":"https:\/\/fullfocus.co\/#organization"},"keywords":["customer service","paperwork","procedures","Productivity","redundancy"],"articleSection":["Productivity"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/","url":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/","name":"Procedures That Drive Customers Crazy | Full Focus","isPartOf":{"@id":"https:\/\/fullfocus.co\/#website"},"datePublished":"2009-03-11T11:00:01+00:00","dateModified":"2009-03-11T11:00:01+00:00","breadcrumb":{"@id":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/fullfocus.co\/procedures-that-drive-customers-crazy\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/fullfocus.co\/"},{"@type":"ListItem","position":2,"name":"Procedures That Drive Customers Crazy"}]},{"@type":"WebSite","@id":"https:\/\/fullfocus.co\/#website","url":"https:\/\/fullfocus.co\/","name":"Full Focus","description":"Win at Work and Succeed at Life","publisher":{"@id":"https:\/\/fullfocus.co\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/fullfocus.co\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/fullfocus.co\/#organization","name":"Full Focus","url":"https:\/\/fullfocus.co\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/fullfocus.co\/#\/schema\/logo\/image\/","url":"https:\/\/fullfocus.co\/wp-content\/uploads\/2022\/02\/Full-Focus-Logo-Tan.svg","contentUrl":"https:\/\/fullfocus.co\/wp-content\/uploads\/2022\/02\/Full-Focus-Logo-Tan.svg","width":805,"height":178,"caption":"Full Focus"},"image":{"@id":"https:\/\/fullfocus.co\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/facebook.com\/michaelhyatt","https:\/\/www.instagram.com\/fullfocusplanner\/"]},{"@type":"Person","@id":"https:\/\/fullfocus.co\/#\/schema\/person\/e326267e17b1b742f4062fcbd4fdfff7","name":"Michael Hyatt","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/fullfocus.co\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/96062f5af6c86933efd0adddcb29204f?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/96062f5af6c86933efd0adddcb29204f?s=96&d=mm&r=g","caption":"Michael Hyatt"},"description":"Michael Hyatt is the founder and chairman of Full Focus. He has scaled multiple companies over the years, including a $250M publishing company with 700+ employees and his own leadership development company that has grown over 60% year over year for the past 4 years. Under his leadership, Full Focus has been featured in the Inc. 5000 list of the fastest-growing companies in America for three years in a row and in 2020 the company was named to Inc.\u2019s Best Work Places list. He is also the author of several New York Times, Wall Street Journal, and USA Today bestselling books, including Platform, Living Forward, Your Best Year Ever, Free to Focus and his newest book The Vision Driven Leader. He enjoys The Double Win with his wife of 40+ years, five daughters, and nine grandchildren.","sameAs":["https:\/\/fullfocus.co","https:\/\/www.facebook.com\/michaelhyatt\/","https:\/\/twitter.com\/michaelhyatt"],"url":"https:\/\/fullfocus.co\/author\/michaelhyatt\/"}]}},"_links":{"self":[{"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/posts\/1330"}],"collection":[{"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/comments?post=1330"}],"version-history":[{"count":0,"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/posts\/1330\/revisions"}],"wp:attachment":[{"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/media?parent=1330"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/categories?post=1330"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/fullfocus.co\/wp-json\/wp\/v2\/tags?post=1330"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}