A Routine Check-Up for Your CX

Last week, my doctor sent me a message: time for routine bloodwork ahead of my annual physical. Conveniently, I had just noticed that my preferred brand of labs opened a location within a 5-minute walk of my new apartment.

Since the strip mall it sits in looks a bit shabby, I did what most of us do—I went straight to the reviews.

The good news: The reviews of the actual service were overwhelmingly positive! Customers consistently praised the phlebotomists as skilled and professional and the facility as clean and efficient.

The fascinating news: Every single 1-star review followed the same pattern: would-be customers who walked in for a variety of services without an appointment were refused service in a very abrupt manner. The reviews seem to indicate that this happens with an alarming regularity despite multiple online sources – including the facility's home page – stating walk-ins are not just accepted, they’re welcomed.

While the website's primary purpose and function seem to be driving visitors to schedule an appointment, the headline reads, "We recommend reserving your spot by making an appointment. While appointments are encouraged, they are not required. Walk-ins are welcome."

Why This Is Fascinating (Not Just Frustrating)

This isn’t an operational failure. The phlebotomists are great, the facility is clean, and the service is efficient.

It’s an expectation failure.

The organization has a problem hiding in plain sight—well-documented in its own reviews—and yet hasn’t acted on it. Customers are doing the diagnostics for them, but no one seems to be listening.

The fix is also relatively simple.

None of the solutions that came immediately to mind require new tech, a budget increase, or organizational restructuring. A few small adjustments could eliminate the issue, improve reviews, and boost customer trust:

• Let customers filter locations by service type (“Walk-In,” “Same Day Appointment,” or “By Appointment Only”).

• Clarify the website copy to be more accurate “While appointments are always encouraged, some facilities do accept walk-ins. For a list of locations that accept walk-ins, click here or call (XXX) XXX-XXXX.”

• Audit the review data to spot similar expectation gaps and retrain staff to handle them consistently.

None of these are heavy lifts. But left unaddressed, they keep turning away would-be customers and generating unnecessary 1-star reviews.

Why My Bloodwork Matters to Your Business

So, here’s the real takeaway—what happened at my neighborhood lab might be happening inside your own organization:

• Are you auditing your digital presence? Would a customer find that your website, social channels, and in-person experience all tell the same story?

• Are you reading your own reviews? They’re not just reputation management—they’re free market research, free usability testing, and free performance reporting.

• Are you acting on what you learn? Reading reviews without changing processes, policies, or messaging just leaves frustration unaddressed.

  
  

Ultimately, I made the decision to book an appointment at this location in hopes that I'll find myself in the land of 4- or 5-star reviews. Updates to come later this fall.

In the meantime, I’d challenge you to candidly answer the above questions. If you choose not to, you are left to contend with every turned-away "walk-in" becoming an active detractor who warns others away from your business and every excellent member of your team being overshadowed by preventable operational frustration.