Don’t Run Your Station Like a Doctor’s Office
One of the benefits of the pediatrician we go to is that they work early hours; open at 7:30am. I called this morning at 7:40am and it went to voice mail telling me they were closed and to call back during regular office hours Monday through Friday from 7:30am to 6pm. I usually wouldn’t care, but I needed to make an appointment. The bumps on my kid that we thought were mosquito bites seemed to be spreading. We feared chicken pox. Maybe a milder version we read about that kids get even if they’ve been immunized.
I called again five minutes later. “You have reached us outside of normal business hours. If an emergency, hang up and dial 9-1-1. If you want to speak to a nurse for $35 press 2. Otherwise, please call back during normal business hours Monday through Friday 7:30am to 6pm.”
I tried again. And again. And again.
We were way passed the window of time it would take to transfer the phones back from the answering service. I looked on the website and the hours were consistent; Monday through Friday 7:30am-6pm.
Are they suddenly closed on Tuesday?
I tried again at 8am, 8:05am and 8:10am. Same message. Frustration levels escalated.
They had to be there right?
I put on my shoes and zipped down the driveway with a plan to make an appointment in person. It’s only a 5 minute drive. I got there and on the door there were pieces of white paper overtop the operating hours which now read “Monday through Friday 8:30am to 5:30pm.”
It reminded me how important it is for businesses and radio stations to have consistent messages across platforms, to live up to the promises we make to consumers or listeners and to deliver on our promises. This doctor office failed on all accounts. Radio stations often do too. I urge you to use this as a reminder to read and listen to the messages and promises your station is making, see if they are consistent and evaluate how well your station is delivering on them.