Welcome to Lisa's blog!

I had a routine check up with a doctor today and upon walking into the office, learned he had retired. I knew that he was retiring eventually because he had brought a younger man into the practice last year. What I didn’t know was that the transition had actually happened.

Apparently, letters had been sent to patients several months ago, including an invitation to a farewell gathering.

Clearly, the intent wasn’t to ignore me - I’m sure my letter got lost in the mail - but I felt like something big had happened and I was the last to know. After a 25 year relationship, I arrived at the office to find out that someone else was my doctor.

I’m sure that the new doctor is competent and high skilled, but that isn’t the point.

• Why didn’t the he send a letter welcoming me to his new practice and say that he was looking forward a relationship?
• Why didn’t the receptionist say something when I called to make the appointment?
• Why didn’t the nurse say something when she took my vitals?

We know that one touch isn’t enough. It takes time and effort to acquire new clients, and when succession occurs, the cost of making the transition work well is much less than the cost of losing prior clients due to careless oversight.