A routine prescription refill should take two minutes. But when a healthcare provider botched their technology rollout, it turned into a two-day ordeal that cost them a long-term patient.

In this episode, I walk you through exactly what went wrong—and more importantly, the five simple steps that would have prevented the entire disaster. If you're a business leader planning any kind of technology change, this episode will show you how to avoid pushing your customers straight to your competitors.

This episode is for you if:

• You're planning a technology upgrade or system migration
• You've ever lost customers after implementing new technology
• You want to know the difference between technology that works and technology that drives people away
• You're tired of watching good intentions turn into expensive disasters

What You'll Learn

The Real Story Behind Technology Failures

• Why the software itself wasn't the problem—the rollout was
• How a single botched implementation can erase years of customer loyalty
• The actual cost of skipping basic implementation steps (spoiler: it's more than you think)

The Five Elements Every Successful Rollout Needs

1. Clear, repeated communication before go-live
2. Full data verification and testing before launch
3. Easy-to-follow transition instructions
4. Staff training completed before customers use the new system
5. Immediate, effective support when customers need help

Why This Matters to Your Business

• How technology frustration translates directly to customer loss
• Why customers blame you, not the technology, when things go wrong
• The competitive advantage of getting technology rollouts right

Key Takeaways

"Technology doesn't fail on its own. It fails when people, processes, and the organization aren't aligned around it."

"When technology disrupts and frustrates people, they don't blame the technology—they blame you."

"Poor technology, or good technology with poor rollout, pushes customers away. It costs you money, damages your reputation, and in competitive markets, those customers aren't coming back."

Action Items

Before your next technology rollout, ask yourself:

• Are we investing as much in the rollout as we are in the technology itself?
• Have we verified that all data will transfer correctly?
• Have we communicated clearly and repeatedly with customers?
• Have we trained our staff before go-live?
• Have we planned adequate support resources?

If you answered "not really" or "we'll figure it out" to any of these questions, you're setting yourself up for the exact disaster described in this episode.