Great Moments in Customer Service
The last couple of days Ive been dealing with bad customer service. If you've ever worked a customer service gig, you know being bad at it is easy. Being a good customer service person/company is hard work. It's going the extra mile. And when I see it, I believe in acknowledging it.
Yesterday I wrote a story at Disneyworld. A better story is the day the Moores went to Disneyland almost 20 years ago. There were six of us...YIKES!!
One of our first stops was going to Mickey Mouse's House. You walked in, checked out his digs and then got in line for an up close and personal meet and greet with the Mouse. Things went well until we got close to Mickey. My youngest, about 2 at that time, had issues with live characters. Mickey freaked her out. Tears all over.
Mickey, without talking, pulls us aside and we waited until everyone was done. He then came over to us and very tenderly met with my young daughter. One of the sweetest things ever.
All it took was a little out of the box thinking. Thanks Mickey. You're a hell of a mouse. A lot better than Minnie or that Chuck E. Cheese dude. And really you find that all over the Disney properties. They want to make you happy. They want you to come back. It's cheaper to keep a customer you already have than to find a new one. Disney gets that.
But let's get more recent and more serious. When your health is involved, someone going the extra mile for you is very much appreciated.
The last couple of days I've talked about referrals needed for some tests. It was important to have them done by today. The poor customer service put that in jeopardy.
Since Wednesday, I've been dealing with two nurses from the University of Illinois-Chicago Pulmonary department. They went out of their way to help me get these tests scheduled.
It started with Maria, who helped me navigate the system. She got me to the right places and when I was confused about a few things, she took over and did it herself.
Amazing, And I didn't know it but she wasn't feeling well while doing this. I found this out yesterday while at the hospital for blood work.
I had a couple of questions so I went to her department. Maria was out sick. This could have put a snag on the entire process.
Taking over was her partner, Gail. She came out to talk with me. Answered my questions. Dealt directly with my concerns. Never missed a beat. She gave great customer service.
As I said earlier, I believe in giving credit for good deeds. Kudos to Maria & Gail. A job well done.
The final example happened at Methodist Hospital, in Chicago. It was a situation that started poorly but was saved by some great customer service.
I needed to get a CD and a report of a test that I had done last week. Out of all this health crap of the last two weeks, it was the most important part. I call the main hospital line. It takes one minute, fifteen seconds to answer the phone.
"Methodist Hospital" Disconnect.
Second call, answered quicker. Disconnect again.
Third time is the charm. I get through to Radiology. Tell them what I need. They tell me it will be ready in two hours.
I get there in an hour. I apparently have time management issues. I walk to Radiology. There's a nurse walking away. She sees me, stops " Oh Mr. Moore. I have your disk and report right here."
I'm in shock. They know me in Radiology. I'm not so sure that's a good thing. But wow...that's some great work!!
So as you can see, great customer service is possible. All it takes is good people who care.
Here's a final shout out to Maria & Gail from UI-C.
The people in Radiology at Methodist Hospital.
And last but not least...you can sing along if you like.... M I C- See ya real soon.
K E Y- Why? Because we like you.
M O U S E