To Create Raving Fans Stick to Your Core Business

I am old enough to qualify for Medicare and have subscribed to Aetna’s advantage plan. In order to show me how much they care for me, Aetna showers me with perks and calls. 

I get called almost weekly about having a nurse come to the house to do a quick physical. (I am not interested; I have a doctor who does a more extensive physical.) They let me know they are willing to pay for a tennis racket because it will help me stay in shape. (Sure, I will let them pay for a tennis racket, but I am pretty sure if I do not use the tennis racket, I will not get in better shape.)  They send me newsletters about good nutrition. (At the risk of sounding egotistical, I am already aware of the information they are sharing.)

However, last week I had an incident where I felt short of breath and my heart started racing. I went to my doctor who recommended I get a stress test and avoid exercise until I had the results. Five days later, I am still waiting for Aetna to approve the request so I can arrange an appointment with a cardiologist. 

When I enrolled with Aetna, I expected that they would be responsive to medical situations that need (at least in my mind) immediate attention. So far they have fallen short. Their other services pale in comparison to allowing me to address my current medical situation.

As we run our schools, we try to offer many “perks” to our students and families. However, do not forget our raison d’etre: to educate our students in a supportive and engaging environment. Other offerings may be nice, but not if our primary purpose is being ignored. 

We are in re-enrollment time for Medicare. I will find another provider for next year. Take care of your core business, and your families will not be looking for other schools.