In October 2013, I visited Palos Community Hospital for a healthcare service. Our insurance covered most of the cost, but we knew we'd have to pay part of it as well.
In a December 10 mailing, I received a bill with the amount due. The invoice stated that I could pay a discounted amount if I paid within 30 days of the date on the letter. On Christmas Eve, exactly two weeks after Palos Hospital sent the first invoice, another letter was sent. This one said, "In reviewing your account we find your balance remains unpaid. ... Please remit balance in full, UPON RECEIPT OF THIS LETTER." The capital letters were in the letter. I didn't add them for emphasis.
The letter was signed by Ms. S. Stein, who provided a phone number and business hours of Monday through Friday, 8:00 a.m. to 4:00 p.m.
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I put the letter aside until after the holidays. I tried to call Ms. Stein at 8:15 a.m. to find out why I received the second letter as I was still within the 30 days outlined in the first letter. The billing department's recording said the office opened at 8:30 a.m.
These are the customer service mishaps that drive people crazy. Either I have 30 days to pay or I don't. Either you are open at 8:00 a.m. or you are open at 8:30 a.m. Pick one and stick with it.
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It's not that I care which option I have, but businesses need to be consistent with their messaging. It's really not that hard to read a letter and say, "Gee, that doesn't make sense. We open at 8:30 a.m., not 8:00 a.m. Why are we sending the wrong time to our customers?" By the same token, you're either going to ask people to pay within 30 days or you're asking them to pay immediately.
Every business has to look at the messages it sends to customers. (And believe me when I say Palos Community Hospital is a business. No one was interested in my care until my insurance card was verified. Once they knew the hospital would be paid I was take care of nicely.) If your messages are inconsistent and confusing, why should customers believe your service won't be the same?
