The dental clinic waiting room that made me rewrite our onboarding

Last Tuesday I had a root canal follow up and sat in the waiting room for 45 minutes. The front desk kept saying '5 more minutes' every time I asked, but nobody actually checked the schedule. Meanwhile their website promised same-day confirmations and I got zero texts. I realized my agency does the same thing to clients during onboarding, lots of promises and no updates. I went home and mapped out our first 30 days with checkpoints every 2 business days. Has anyone else rebuilt their client process after a terrible service experience somewhere totally unrelated?

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