Customer Service

I found myself at an unexpected veterinary appointment today.  We were on time, yet of course this particular vet was running behind as usual.

The tech came in to get my dog for her checkup.  I watched as they had to drag her down the hall, looking back at me, with fear and a pleading look.  I didn’t want to appear as a over protective doggy mommy, even if that was the truth, so I let her go.  Now, I knew they were only checking her ears and she would be fine, but the fear in her eyes was tugging at my heart.

Then the next worse thing happened, although my dog would have a different opinion, my cell battery died.  Now what, my normal drill would be to keep on top of my Twitter tweets and my email.

I sat there with nothing to do, still a little irritated for being kept waiting, looked down at my other dog Kacee, and we waited.  I then noticed Kacee’s apparent concern, for her sister, and wondered why this experience couldn’t be better for their sakes.

I then began to think about our various veterinary experiences and how each offered a completely different experience, in both customer service and customer care.

The first general vet, let call him “Mr Personality”, was the most emotionally detached vet I had ever met.  I often wondered why he became a vet in the first place.  It was a chore getting my dogs out of the SUV, once they saw his door.  Finally inside, we were greeted by a gum smacking receptionist, fresh out of high school.  Greeted, only after waiting for her to finish her personal call. Then there was the one visit, the day “Mr Personality” blurted out my dog had cancer, with no warning or regards for my feelings.  Stunned, all I remember saying was, “what does that mean exactly?”  He said we had about 4 weeks left with her.  What!  That was it for “Mr Personality”, “Mr caring”, “Mr Bedside Manner”.  By the way, Kacee’s four weeks?  That was 18 months ago, no thanks to him.

Then there is “Mr High Tech” vet.  State of the art facilities, mature and attentive office staff, a group of experienced professionals.  I have no concerns over care here.  When we lost our cat last year, they were very supportive as we to said goodbye to our friend of 17 years. A few days later we were touched, when they called to again express their deep sadness for our loss.  The only damper was when they informed us of an accounting error and requested our credit card, over the phone, for the Urn upgrade we had chosen.  Before we returned to pick her up.

Then, there is the team at “VCG Group”.  They are special, really special.  The excitement as we drive up to the facility. My dogs can barely be contained as I try and get them out of the SUV.  After I am dragged to the door, which must be comic relief for the office staff watching, my dogs are greeted by name and presented with cookies, hugs and kisses.  Not kidding, really true.

You see, the owners of this vet practice believes strongly in patient care and quality of life. The take great care and give significant attention to every patient.  Their staff meets every morning, to review all incoming patients records in advance.  They are like a well oiled instrument.  They are waiting for US when we arrive, and we are immediately taken to the waiting area, which is filled with photo albums.  Each filled with photographs of grateful parents, showing a legacy of Life Love & Hope.

Now remember when I said “my dogs both run in the door”?  Would you ever guess, the place my dogs enjoy visiting, is a cancer treatment center?  Yes, this is the place my five year old golden retriever, that was given 4 weeks, over 18 months ago gets treatment.  The people at the Veterinary Cancer Group really excel in customer service and care.  They take time to ensure no detail is overlooked.

The point of my story? It is all about customer service.  My dog loves going to the one place she visits, more often than any dog, should ever have to visit in their lifetime.  There are shots, treatments and IV’s, yet this is the one vet she really loves to see.  Why, because they make her feel special, from the moment she enters, until the moment she leaves.  Like I said, it is like visiting family, not a sterile doctor’s office, full of fear and anxiety.

That is customer care and service folks!  The kind even a five year old golden retriever can appreciate.  Do you have a great customer experience to share?  Please do.  Help set the standards higher and give praise to those who are doing it right!

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In my early days of purchasing, I quickly became aware of the many levels of customer service, and all were not positive experiences.

We began to view suppliers as partners, organizations we wanted to develop relationships, an environment of open door communication.

Our system was simple.  We followed four steps to keep communication strong:

• Feedback on what was done right
• Feedback on areas of improvement
• Feedback on issues that needed attention
• Annual Quality Awards for the Best of the Best

Recently, I have had a few excellent experiences with a company named Uline.  I called in an order to our local location a few miles away, expecting to do a pickup.  I was told my local facility had closed, but I could order and get next day delivery.

I must admit, I was a little disappointed not to have Uline readily available after so many years, but I understood the business decision.  I placed by order and was assured I would get the order the next day.  A very friendly delivery person arrived, pulled the pallets in the building, un-wrapped the load and removed the pallets.

Wow.  I was actually wondering why I didn’t use delivery before?  Over the course of the next two weeks, I made a few additional orders, and each time a smooth process and friendly people.

A firm believer in feedback, I picked up the telephone and called Uline.  I called the regular 800 number and obviously they expected to take an order, but instead I told the person what great service I had experienced over the few weeks, and requested to speak to a manager to share that experience.

What I didn’t expect – She had no idea where to forward my call.  I suggested sales, but she said sales did handle this type of call.  What type of call? My intended compliment, now apparently had a new category, it was a new type. She went on to say if it was a complaint, she knew where to send me.

Honesty, I really didn’t know what to say.  My simple call, with positive feedback, was taking a time consuming turn.  The customer representative could feel my frustration and really did want to help me, so she finally suggested she take a message.  She said she would figure out who it should go to.  I wonder if she found them….

It is human nature to complain when unhappy, thus the need for a “complaints” process, but isn’t it also natural to reward when you get great service?  We do it at restaurants, with a tip, why not for other great products and services organizations?

This experience took place four weeks ago now, yet I continue to think about it.

If you are part of an organization, how does your company process positive feedback? How do they share that information with associates? Have you thought about it, but not yet implemented a process?  What is your best favorable feedback?

Interesting to me and will enjoy your thoughts and fresh insights.

We encourage you to share, any of our posts that you find interesting and useful. Please feel free to repost portions or the entire post, but please link back to blog.einnoventions.com‘s article, and give our team credit. Thank you! This notice excludes use for profit.

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