Part 2: Customer Service Gone Good

In Part 1: Customer Service Gone Bad, I recounted an experience that I think is a prime example of poor customer service. If you missed Part 1, click here. Now that you’ve read the first part of my story, we can continue with the rest of the story.

After I left the clinic where my non-existent appointment was scheduled, I immediately phoned the emergency room where I was initially treated. You’ll remember the nurse referred me to Dr. Davis. I recapped the treatment I received at the emergency room, the follow-up, the referral and what happened when I arrived for my appointment that morning. I asked them to please refer me to another doctor because I would not return to Dr. Davis or that facility. The nurse I spoke to was extremely apologetic about my experience and immediately gave me the name and number of another orthopedic doctor. I thanked her and immediately called to schedule an appointment with the new doctor.

I explained to the new doctor’s office that I was referred by the emergency room and needed an appointment as soon as possible. It had been six weeks since my injury. She asked me a few questions about the injury, my name and insurance information and then, why I waited six weeks to seek treatment. I, of course, explained what had happened and she immediately asked me if it was Dr. Davis’s office. She mentioned this wasn’t the first time she had heard of problems with Dr. Davis and the facility where she works. This did not surprise me, and of course just confirmed my decision to go elsewhere. Obviously Dr. Davis and this facility do not have the best reputation.

My new doctor’s receptionist said she could get me in at 9 am on Monday and I was shocked! I took the appointment and thanked her for getting me in so quickly. I was just grateful I didn’t have to wait weeks – again. I remarked that I couldn’t believe the terrible service I had received at the other facility and the total disregard they had for people’s schedules as I had taken time off work and disrupted my family’s entire schedule to go to the appointment. She then asked where I was at that moment. I told her and then she put me on hold for a minute. When she came back, she told me that since I was just a couple of miles away they could squeeze me in right away, between other appointments. Seriously? I couldn’t thank her enough as I drove straight to their office. I couldn’t believe it! Read more

Part 1: Customer Service Gone Bad

Friday was supposed to be a good day, one that I had been looking forward to for weeks. It was finally time for my doctor’s appointment. Long story short, on June 24th I tried to walk on my foot which was completely asleep. I went down like a sack of potatoes and twisted my ankle so bad that I ended up in the emergency room. I was certain I had fractured something, but thank goodness the x-rays showed nothing. Although, I’ve been told that it probably would have been better if I had broken it. I didn’t understand that statement then, but I certainly do now.

Two weeks later, the nurse from the emergency room called to check on me. Her timing was good considering my foot and ankle were getting better but then suddenly turned into one big bruise and swelled up again. She referred me to an orthopedic doctor to schedule a follow-up to be on the safe side. And now, the saga begins.

When I called to make an appointment, I got voice mail. I left a message with my home and cell phone number and then waited. Two days passed before anyone returned my call and, of course I was not home when they called, so they left a voicemail. The next day I called again and, you guessed it, got the same voicemail. I left a message, but this time with my cell phone only. This went on every single day for a week. Why, because the person could not follow a simple message and call my cell phone. Every time she called I was out running an errand, picking up my daughter or house hunting with my real estate agent. I finally did reach her and learned the earliest appointment she could schedule was August 4th. I scheduled the appointment despite being annoyed that I had to wait 3 weeks to have my injury examined. Keep in mind, I can hardly walk and I have a 15-month old who would give Speedy Gonzales a run for his money! Read more

Breathe Easier at Marriott Hotels

If you plan events, there’s something you should know. Marriott hotels are transitioning to a totally smoke-free facility. This is the industry’s largest move to a smoke-free environment that includes all guest rooms, restaurants, lounges, meeting rooms, public space and employee work areas. Every hotel and unit under the Marriott brand including Marriott, JW Marriott, The Ritz-Carlton, Renaissance, Courtyard, Residence Inn, SpringHill Suites, Fairfield Inn, TownePlace Suites and Marriott ExecuStay has begun the transition phase that will take full effect October 16, 2006.

How can you help prepare your clients, members, employees and event attendees?

You can read more about their new policy including frequently asked questions at this link on their website.

Time to Hire an Assistant?

Are you overwhelmed, understaffed or just plain tired of not having any spare time? Are you spending too much time on tasks you don’t enjoy doing? Well then, it is time for you to re-evaluate your business and personal priorities and consider hiring a Virtual Assistant.

Maybe you’ve thought about hiring a Virtual Assistant (VA), but thought it would be too expensive. Maybe you’re wondering what a Virtual Assistant can do for you. Maybe you don’t know how to begin delegating work to a VA.

The first step is making a list of all the tasks that you perform on a regular basis. You can make two lists, one for business tasks and one for personal items. Include everything from the tiniest detail to the largest project.

What does your list entail?
Take a good look at the list you compiled. Below are ideas of duties you could delegate to a VA. Identify where your list looks similar and where it differs. Add new things inspired by the list. Read more