Language Matters and Other Matters


Share on LinkedIn

The medical clinic we use, which is quite large, has been on an alleged customer-centric focus for several years. The employees are supposedly measured on customer satisfaction, though they have no idea how it is measured or really how they affect it. Mismanagement 101.

We have a co-pay when one of us needs to see a doctor at the clinic, except when we don’t. Who knows how it works. When they ask us for the co-pay we pay it. When they don’t we don’t.

Recently we got a check in the mail from them for a co-pay refund. The language accompanying the check was enlightening. The letter stated that we had overpaid our co-pay and they were sending us a check. Our mistake, they were fixing it.

The reality is, we make a co-payment when asked for one. So, accurately, the letter should have stated they mistakenly charged a co-pay, which they were sorry to have done and were now refunding the money. Language matters, especially if you are allegedly customer-centric.

Merry Christmas,


Republished with author's permission from original post.

Mitchell Goozé
Mitchell Goozé is the president and founder of Customer Manufacturing Group. His broad scope of business experience ranges from operations management in established firms, to start-up and turn-around situations and mergers. A seasoned general manager, he has headed divisions of large corporations and been CEO of independent firms, always focusing the company strategy on the most important person in business . . . the customer.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here