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!

After completing my paperwork, I waited for about half an hour before having an x-ray and seeing the doctor. The day had started great, then went from bad to worse, and then returned to great again. Well, other than I have to wear a knee-high Frankenstein looking boot for the next four weeks at all times except when bathing. Despite everything, I was still happy. And another thing, I will refer my new doctor to anyone and everyone who needs an orthopedic doctor. All because they went out of their way and didn’t treat me like just another patient. Oh, and by the way, her name is Luanne at Capital Orthopaedic Sports Medicine Center in Flowood, MS in case you’re ever in the area and need an orthopedic doctor.

What have you done for your customers to make them feel special? Do you offer them great customer service – above and beyond their expectations? If not, maybe it’s time to evaluate how you can. If you don’t know where to start, ask current and past customers. Create a short survey that takes less than five minutes to complete and ask them to evaluate their experience with you and your business. Be prepared for brutally honest answers and don’t take them personally. Use the results to improve your communication and service to your customers. Offer them something in return, maybe a $10 gift card for completing the survey, maybe a discounted or free service or product. Whatever it is, make sure it is something of value to your customers.

emergency room, poor customer service, receptionist