Archive for the ‘Customer Care’ Category

Service of a Kindness from an Unlikely Source: Thoughtful, Responsive NYC Civil Servant

Monday, September 11th, 2017

“12 Angry Men” Photo: gablescinema.com

I was married at City Hall in NYC and I’ve dealt on several occasions with various divisions of the Manhattan Motor Vehicles Bureau [to take a test for a driver’s license, report a lost license plate and renew my driver’s license], so I think I know where robot manufacturers go for their models. Warmth and compassion aren’t words that come to mind regarding the frontline of city employees I’ve dealt with, which is why this story that touched me was worth a shout-out.

Photo: newyorkpersonalinjuryattorneyblog.com

A friend—I’ll call him Curt–was called to jury duty in NYC and for health reasons was unable to serve. When he tried to reach someone on the phone to learn what he had to do to be excused he dialed a bunch of phone numbers and got automated voices, so I offered to try my luck.

I found a number online and a message gave me a second number to call and shock of shocks, a person answered. His name was Jeffrey. He asked me for Curt’s juror index number, which I didn’t have, and gave me a third number to call after lunch that, he said, rang at his desk. Curt called and left a message on voicemail.

I wanted to be sure that Jeffrey had all the information he needed and that he’d cleared Curt from the system so I didn’t have to visit him in jail for being a no-show. I take seriously all government warnings. I called the next morning. Jeffrey confirmed that Curt’s name was deleted—he is also over the mandatory age for jury duty in any case.

Photo: en.wikipedia.org

I asked if Jeffrey needed a note from Curt’s doctor and he said, “No.” I thanked and Jeffrey said with some urgency, “There’s one more thing.” I replied, “Yes?” He said, “I want you to have a nice day. And bless you.”

His thoughtful words–out of context–took me by surprise. Have you been happily astonished by a kindness from an unexpected source?

Photo: shoppersocial.me

Service of Pass the Buck: Shoddy, Defective Sales Support at Home Depot

Thursday, May 11th, 2017

Photo: littleonline.com

Photo: littleonline.com

CC, a friend, was bursting with understandable frustration when she wrote this guest post. The incident she described happened at a NJ Home Depot.

The day she submitted the story the company was in the news. It’s “among the biggest gainers” wrote Ryan Dezember and Corrie Driebusch in “A Rare Bright Light in Retailing.” The Wall Street Journal reporters attributed the rise in stock prices of big boxes in the home improvement sector to booming US house prices and construction. After reading about this transaction, you wonder how this happened: Untrained, unmotivated staff wasted the customers’ time and their own.

CC wrote: “On Sunday we went to Home Depot to order a rug for our kitchen, which meant picking out an office or indoor/outdoor carpet to be bound in a custom size.  Simple, right?  I’ve done it before. This time Home Depot dropped the ball repeatedly.

Mistake 1:  There were two sales people in the carpet department, seated at the desk.  One was busy with a customer. The other was playing with her tape measure. I approached and explained what I wanted and why. She barely looked at me and told me I needed to go to the garden department. I explained that I’d placed a similar order in this department before and that I knew what I wanted was here. She grudgingly got up and gestured toward a rack before resuming playing with her tape measure. This sales clerk did NOT want to help me or make a sale!

Carpet samplesMistake 2:  I found what I wanted and approached the other sales clerk, who was now free. I explained what I wanted and asked him to ballpark price it out.  He instantly tried to talk me into buying a stock item – because, he said, it was cheaper, I wouldn’t have to wait three weeks, etc.  I explained that it wasn’t an issue of price or time but size and style. He grudgingly calculated (with some difficulty) the cost.  This sales clerk wanted an easy sale, not one that made him work.

Mistake 3:  After finalizing the carpet choice, I went back to the second clerk and said I wanted to place the order.  He had started to write it up when a young sales clerk came into the department to start her shift. He instantly insisted that she complete the transaction “to get credit for it.” She said she had no experience with a custom order that involved binding. He insisted and then left.  This guy REALLY didn’t want to work and was willing to let his young colleague struggle to help us.

bored personMistake 4:  Eventually, all three of the clerks got involved in calculating the cost and completing the paperwork. They all seemed so uncertain how to do this, I felt impelled to check their math at each step.  No one was sure about where the order would be shipped, and no one told us that we’d be putting down 90% and then paying a balance on delivery. The order was finalized, we thought, and I paid with a credit card.  The process was far too complicated and the clerks were not properly trained.

Mistake 5: After my card was run, the system would not finalize the deal.  It kept saying we hadn’t paid.

  • The older two clerks insisted we go pay at checkout. 
  • The younger one knew how to check whether our card actually had been charged. It had. 
  • Just then, the store’s assistant manager showed up.  He could see three clerks working with two obviously distressed customers, so he stopped to ask what was wrong.  He did NOT look at or engage with us then or over the next 20 minutes. He sat and played with his cell phone, taking calls, while they went through the whole thing again.
  • Eventually, he had the young clerk call HD’s central tech office in Atlanta.
  • The young clerk, however, was very apologetic and professional as she tried to sort it out.  The assistant manager quite obviously wanted to be anywhere else. Tech couldn’t help, and the young clerk shut down her terminal and tried another one with no luck.  Senior management ignored us and never apologized!

Mistake 6: It had now been at least an hour since I first asked for a price.  Other clerks would buzz by the desk and try to chat up the three clerks we were working with. Finally, another manager came and took things over. The assistant store manager left without a word. When the new manager could get nowhere, she apologized and told us to leave – that they would figure it out and call us by the next morning.  Home Depot wasted more than an hour of our time before cutting us loose.

At that point, I was prepared to cancel the whole thing and go somewhere else – a sentiment I’d expressed to the clerks several times.

What they did right:  The young clerk called me later and again apologized profusely, telling me nothing had been resolved but promising to call me next morning.  When I opened my email the next day, the transaction had gone through.  She called me within minutes to explain what had happened with the computer system and to apologize profusely once more. Her apologies were genuine.  She and the second manager, alone, had behaved professionally.  She told me that the second manager was giving us the carpet ($300) at no charge. Later that day, I got an email update showing that the order had been fast-tracked and would now be completed in a week instead of three.

Will I ever place a custom order again at Home Depot?  No way!  The company finally did the right thing, but all the wrong steps along the way gave us an insight into the company that was extremely unflattering.  I go into Home Depot under duress as it is (my husband practically lives there).  I prefer to go to a hardware store.  Now I will, at every opportunity.

How does a district manager inspire catatonic staff at an individual store to treat each sale with care? When salespeople pass the buck and act uninspired is it because they: 

  • don’t think an order is big enough to bother with
  • are lazy
  • feel there’s nothing in it for them if they work smart and no downside to being sluggish
  • don’t know better
  • are not trained to be effective salespeople 

While Home Depot may be doing well for the moment, the retail landscape is bleak, which portends cutbacks for millions of jobs. How can anyone in retail dare to act blasé and indifferent? Doesn’t an employee want to be chosen to stay in the event of massive layoffs? What happened to personal pride?

Photo: blog.teletracking.com

Photo: blog.teletracking.com

Service of Giving a Second Chance

Thursday, October 20th, 2016

Second Chance

After a more than trying experience at the china department of Macy’s New York many years ago—trying, the operative word, to buy a wedding gift where the bride had registered–I swore I’d not return to the store. I broke this pledge last weekend, not in the city but in Poughkeepsie, NY, and was rewarded ten fold.

We visited the men’s shoe department and lucked into a sales associate who knew shoes, fit, and his way around customers. Troy Capp outdid himself to help. My husband wanted a slip-on shoe in a wide width but the store doesn’t stock them; we’d need to order a pair. To increase the possibility that the ordered shoe would fit, Capp measured his foot and brought out a few shoes with ties in various sizes by the manufacturer from whom he ended up ordering a slip-on.

macy'sThe style my husband preferred was quite a bit more expensive than another one he’d looked at and Capp found a discount coupon to help in the decision. He also gave us a way to reach him should the shoe that arrives not be just right.

shoe measuring toolHe actually seemed to enjoy solving my husband’s problem and helping us. We were dumbstruck as we were no longer used to such care. As we arrived in his department I noticed a family leaving with smiles and a young man in his late teens reaching out to shake Capp’s hand. He was also in charge of “tailored clothing,” according to his business card. While he was helping us a couple came to pick up a jacket. He didn’t skip a beat and while my husband was trying on a shoe he went in the back for the jacket, accommodating us both seamlessly, calmly and almost simultaneously.

Have you enjoyed the assistance of a salesman like Troy Capp? Are his skills trainable or instinctive? Have you given a company a second chance? Did the second experience work out well?

 vintage men's fashion

 

Service of Making it Hard to Pay a Compliment

Monday, October 10th, 2016

Kudos

According to an article in Bulldog Reporter, 71 percent of office workers in a survey responded that they “are likely to contact a company with feedback after a good customer experience.” [I realize that the operative word is likely.] Nevertheless, I do this in 98 percent of instances. But sometimes a company makes this hard to do.

If you’re a Verizon customer you may notice the company doesn’t provide a contact phone number [!] on its website and if it does, I couldn’t find it. A Google search didn’t help either. It turned out I had one in my phone’s address book. So here’s my story.

buzzing on phone lineOur house is on a country road that isn’t a profitable place for Verizon’s landline business so maintenance isn’t a priority. [Verizon mobile phones don’t work there at all.] The buzzing on our landline recently became overwhelming so I finally called for service. Someone came a few days later and when he left, we could no longer receive calls which we learned the next day—Saturday–when I looked at my mobile in a place it did work and saw texts and emails from folks who had tried to call.

Long story short, the dispatcher sent someone else immediately, and he was wonderful. After tracking down and fixing the reason we no longer could receive calls he said that the buzzing on our line was still unacceptable and he wanted to fix it. [If he thought the improvement was bad, he should have heard the deafening noise before.] He drove down the road and worked his magic on a pole high in the sky and our line is clearer now than it has been in many years.

telephone repair on poleI wanted to send an enthusiastic note to his supervisor or department head and while he shared his first name and employee number, he didn’t know who that would be. [He probably isn’t allowed to give it out.] When I called the dispatcher she had to ask her supervisor and eventually she gave me a general phone number where I left my message that I fear won’t be heard or reach his file to do him any good.

Have you ever run into such a situation? I wonder why a company doesn’t want to hear about exemplary employees in a way that can do their staffers some good by easily adding a kudos to their files.

 Dont want to hear

Service of Good Fortune

Monday, February 8th, 2016

Good fortune

Exemplary service is around if you’re lucky. It’s no surprise that most of it happens repeatedly in all the same places.

Milking it

Cumberland gas stationStopping for milk at the Dover Plains, NY Cumberland gas station on a Friday night there was only regular milk in the fridge in quarts. I brought one to the cashier and asked if she’d noticed any cartons of skim in the back and she asked me to wait a minute and dashed to look. She returned full of apologies saying that there was no skim or 1%. I was taken with her energy and sense of service. She could have so easily said, “No. Next!”

Note: Cumberland began its life as a dairy and it has morphed into a chain of convenience stores and gas stations.

Auto-matic

Barry LangIn “Service of an Expert Salesman,” I wrote about Barry Lang [photo at left] of Audia Motors in Millbrook, NY, in April, 2013. He hasn’t lost his touch. We’re leasing another Malibu and he makes it so easy: He takes care of all the paperwork with  the insurance company and the Department of Motor Vehicles and even more. I wanted to give the car a whirl before signing up for a new one. As we left the showroom–it was a week before we were to pick up the car–Barry told us he’d enrolled us to receive a $50 Visa Gift Card from General Motors, a promotion the corporation was offering to anyone who takes a test drive. Barry says he reads this blog on occasion. The fact he even remembered that I wrote one is over and beyond.

Snow-no, Joe yes

Trader Joe's 14th StreetA few days after New York’s January blizzard I went downtown to stock up at Trader Joe’s on 14th street. Shelves were empty because trucks were snowed in at New Jersey and Pennsylvania warehouses. My cashier suggested I call before coming next time and two days later I did. The man who picked up listened to me and immediately transferred me to another person who asked me what I was looking for. I reeled off my list from olive oil, chips and jam to popcorn–and he asked me to wait a moment. When he returned—he wasn’t long–he said, “I raced around the store and we’ve got what you want.” Wow. 

Love the glow

I recently placed an online order that I was to pick up at the Uniqlo 5th Avenue store in NYC [photo below]. I was charmed by the automatic response at the end of the procedure: “We hope you are as excited as we are about your order XYZ. You should receive an email receipt soon, with love from UNIQLO.” When I arrived on the day after the January blizzard, I’d forgotten my order number. No problem, “what’s your name?” asked the attendant who checked a printed list and out came the package in a snap.

Have you had the good fortune to land on a positive, helpful, enthusiastic employee or company lately?

Uniqlo 5th Avenue

Uniqlo 5th Avenue

Service of Businesses That Forget Who Pays the Bills

Thursday, January 28th, 2016

Paying the bills

Here are three businesses or employees who forgot that it’s through customers that they earn their salaries.

Face the Music

I read this on a friend’s Facebook posting: “I liked TOYOTA MANHATTAN until today. I had a 9 AM appointment for my car which I bought there at A VERY inflated price 1 ½  years ago and waited in line an hour and was told by an employee to go to the front since I had an appointment, only to be told to go back in line and by then, I’d lost 5 spaces. ANGRY. And the fact that 3 people were on their personal phones when I was waiting for an hour makes it worse!”

How do I know?

Newspaper delivery truck vintageI notified The Wall Street Journal, online, that we didn’t get our issue and received two automatic notices: 1) that they’d told the distributor and would credit us for a copy and 2) was a request to evaluate the service.  The wanted to know if I was  __ Delighted; __Fairly Satisfied or __Not Satisfied.

I clicked “Not satisfied” and because they asked respondants to explain, I wrote “How can I be satisfied when I don’t know when I will receive the missing copy?” We never got it as that is not an option when you report a missing copy online which was strike two. Further we have no idea if we were credited to receive an additional copy. My advice: Call, don’t report a missing issue online.

A Loyal Customer Left High and Dry

Employees [and policies] cause problems not only at world-renown brands. A follower of this blog, frequent commenter and friend called about a recent incident with a service her family has used extensively and loyally since the 1950s. Last summer she estimates that she spent $500 on dry cleaning at this suburban Boston company. Given their history, the company, that has four branches, has always billed her.

Dry cleaner in 1941

Dry cleaner in 1941

She was dealing with an employee, not an owner, when picking up clothes this week. She’d received a notice that they had some of her belongings that she might have forgotten. The young staffer insisted that the clothes might not be hers and said that in any case, she couldn’t take them unless she paid $103 on the spot. He presented no bill.

She explained that for decades the owners have billed her and that’s when sparks began to fly. He became increasingly rude to both her and her husband using an elevated, obnoxious tone. [Note: They are an elegant, distinguished couple.] He’s not a nubie: He told them he’d worked for the compay for six years. He didn’t flinch when she told him “We will never come back here. You have no idea how to behave or treat people.” She’s contacting the owners about him.

My questions:

  • Re: the Toyota incident, it’s amazing how employees aren’t embarrassed to take personal calls in front of a line of customers waiting for service, isn’t it? And why bother to make service appointments if you ignore them?
  • Saving itself money was the goal of The Wall Street Journal’s subscription customer service department. The idea was to get rid of a complaint ASAP, not accommodate subscribers. Can you share other examples?
  • As for the dry cleaner, does brand loyalty have no importance anymore? Does the in-your-face political atmosphere in some quarters feed such aggressive behavior?

 Yelling 3

Service of Coming Clean II

Thursday, November 19th, 2015

hand washing dishes in sink 

A friend in NJ sent this to me. It identifies legitimate expectations of someone who invests in the best and anticipates equivalent service. She wrote:

I had an experience recently that calls service into question. 

We bought a Miele dishwasher about eight years ago.  It cost more than my husband’s first car, but we had done our research and decided it was worth it.  Up until now, we’ve been very happy with it.  But it developed a leak early this month, so I called Miele (which does all of its own servicing).  The person I spoke with in the service department was not the most congenial.  It took a fairly long time for him to find us in the system, because someone had spelled my name wrong when I made my last service call. (They had talked me through a minor repair some years back.) The appointment he gave me was a week in the future. 

dishwasherThe technician came and was very nice.  He brought a $600 pump on the assumption that was probably the problem.  But it wasn’t.  It was two inexpensive hoses, which he did not have on his service truck.  He pointed out the window to indicate how small the truck is and told me it had to hold everything he needs for a day’s scheduled repairs.  What he didn’t explain was why the assumption was that the pump was shot and the leak had nothing to do with simple hoses or gaskets. He assured me the parts were in the warehouse, said someone would call to schedule another service appointment, and assured me I would only be charged for a single visit. 

The next day I received an estimate for the cost of the repair, which said I had only five days to schedule an appointment before the estimate expired.  No one had called me so I called and waited a long time to talk to someone in the service department.  It turns out that all parts have to be shipped from the warehouse (here in NJ, where Miele is based and where I live) to the service tech (the techs work from home), and when he received them I would get a call to schedule an appointment. I insisted on prompt scheduling. My next appointment is a week from the first one. Assuming the dishwasher gets fixed then, we will have been without one for two weeks.

And I will have rearranged my schedule not once but twice to accommodate service appointments. 

repair vanWhen I asked the customer service person why Miele operated on this convoluted system, which is inconvenient for the customer, he said it’s because the company wants inventory in the warehouse, not on the service trucks.  My response was that if you send a tech out to fix a leaky dishwasher, he should have all the parts that might be needed in that situation, not just the priciest one. How much room do hoses take?  I pointed out that when you sell high-end appliances, you need to offer high-end service!  I also indicated that I’m in the process of replacing all the appliances in another kitchen and had just been in the Miele showroom two weeks ago to look at the latest dishwashers.  I’d also looked at the products of a competitor.

We have other high-end appliances, and I have had service on some of them over the years. I’ve never had to wait this long to get one of them fixed.  Most of the other brands do not have proprietary service, as Miele does.  Instead, they use authorized repair people who service multiple brands.  My neighbor had a problem with her dryer the other day and the service people were out here almost immediately!

dishwasher partsMy husband, who is very handy, even looked online to see if he could buy the parts and do the repair himself.  But unlike many of its competitors, Miele doesn’t sell parts.

I don’t mind washing dishes once in a while, although it’s a pain in the tail after a dinner party. But you don’t spend this much on a dishwasher to hand-wash your dishes for two weeks.  And I will be asking very different questions before I buy my next appliances.

People with both tight budgets and deep pockets buy top of the line appliances from local merchants because they expect to get better service when needed–though not too often–as well as to keep the equipment for a long time. Is this a myth? Are they better off buying cheap copies from big boxes and tossing them when they break?

dishwashers at dump

Service of Contagious Credit Card Theft

Thursday, November 5th, 2015

Credit card thief

This tale has some irritating and some hopeful, impressive outcomes.

I have a credit card I barely use and never to buy anything online, in big box stores or restaurants and there’s only one automatic monthly withdrawal. So when I got a call from the bank about suspicious purchases at White Castle in Queens [$50+]; Target in Long Island [$266] and a $9 co-pay to a doctor in North Carolina, I was surprised. The card was still in my wallet.

RFID shellTwo friends who live in New Jersey and Tennessee report very recent similar incidents with their credit cards. One had his new card for less than a week. The other said that this was the only card she didn’t keep in her RFID shell. I’d never before heard of such a shell, that prevents electronic scan theft, so after I checked out the link she sent me on Amazon.com–the shell she recommended cost under $8.00–I looked into the subject a bit more.

If you have a “chipped” credit card, wrote Bill Spencer on Click2Houston.com, “a card with a radio-frequency identification computer chip inside — that chip can be scanned at stores and restaurants.” He said it costs less than $100 to buy a scanning device online that works from up to 25 feet away. Spencer reported that in addition to a shell, you can also protect your credit card by wrapping it in tin foil.

Someone must have scanned my nephew’s credit card number at the airport on his way to Costa Rico as he received a text asking if he’d bought something in Puerto Rico. He hadn’t but someone else had. As he only had one card with him he asked the company to keep his card open, which they did. But the next day someone spent $1,800 so they closed it down. Moral: Travel with more than one card and wrap it in an RFID shell or in foil.

Yelling at phoneI never got my replacement card after a few weeks. When I called to report this, I entered “press one, press two” hell and kept hearing a recording about a delay in Federal payments unrelated to me or credit cards. Finally I got through to a person. Seems they had only just sent out the card—didn’t give a reason for the delay, nor could they give me the number of this card. Moral: Next time I won’t be such a good person and I’ll ask to have the replacement card sent to me overnight.

Saashost.netI needed the number for SaaShost.net, the company that hosts my email server, is on a monthly automatic payment plan and wasn’t paid this month. This company is buttoned up. The person I spoke with took another credit card number and once the amount cleared, deleted it from my file on my promise to call in with the new number. All this was confirmed minutes later in an email. Wow.

There’s hope that one scofflaw has been caught. While I didn’t get my new card from the bank, I did get a document regarding the Target purchase. I signed and returned it, affirming that I hadn’t authorized anyone to use my credit card.

Have you noticed or heard that such theft is happening with increasing frequency? Do you take steps to protect your cards or is the problem unstoppable so you don’t bother? Do you have tips to cut down on the time lost to mop up after such incidents?

protect credit card

 

Service of No News is Not Good News

Thursday, June 25th, 2015

Photo: dot.gov

Photo: dot.gov

In the time it took us to get home on the 7:06 from upstate NY Sunday night [normally 2 hours], we could have been in London. I don’t blame Metro-North for the downed tree on the tracks. It is culpable of having no emergency plan, exhibiting inertia in extremis, and providing neither communications/information nor safety for its passengers. Goodness knows what they would do if they had to deal with injuries.

Photo: ewashtenaw.org

Photo: ewashtenaw.org

We were whisked off two trains with no explanation other than that only one track was in service. The first train we were on was jammed. Most passengers had suitcases, dogs, cats, bicycles, and packages or some combination.

After the first passenger dumping, when a second train arrived, a trainload of disconcerted people piled in the closest doors. We ran on the platform with our suitcases toward the back where the cars were emptier and we could sit. With many still on the platform—us included–the nasal beeping noise warning that the doors are about to close rang out at its standard time. But the numbers of passengers to embark was many times the usual. The warning was the only sound. Where was a conductor to say: “Please move along quickly but don’t worry, we’ll wait for you all to get in.” Nowhere.

Settled in the second train we were soon shocked when a conductor announced that we must all exit the train at Pleasantville and take a bus to North White Plains. Still nobody said why.

yellow school busThere must have been 1,000 people pouring out of the station on to the street. Eventually we saw three traditional yellow school busses. The scene reminded me of exiting the train station in Venice to access water transportation. In Italy it was also crowded and unnerving but we didn’t wait long and soon we, and our suitcases, were on board a vaporetto.

We confronted a very different situation in Pleasantville. Like Cinderella’s sisters—remember they tried to squeeze their huge feet into the diminutive slipper–hundreds surrounded each bus with hopes that they’d be one of the 45 adults to make it inside. It was survival of the fittest, strongest, pushiest and youngest. Friends who exited the station from a different place reported a woman pulled a man off a bus by yanking at his leg. One said, “I can still see a woman pushing her bicycle onto the bus. She was the first on and there was no room for the bike.”

Between our luggage and the ridiculous, frantic crowds we weren’t going near the mobs to try to get on. A vest like this--not this person. Photo: article.wn.com

I approached a man with a florescent orange vest with RR logo [like the vest in the photo from wn.com, at right–not this person] who was texting in the shadows behind the crowd. I asked what the backup plan was as clearly we weren’t fitting on a bus. He said there were four busses [we’d seen only three] and that it takes 25 minutes to drive to North White Plains. Half an hour later a fourth school bus arrived causing another riot scene. That one left with every inch of space filled with people—even in the aisles–which looked dangerous. The other drivers took the maximum permitted and didn’t leave the station until the aisles were empty. The crowd had become more frustrated by this time and this driver didn’t fight it. 

We spoke with the only police officer we saw. He knew—and did—nothing but said: “I’m here to make sure you don’t kill one another,” and then he walked away. He wasn’t near the mobs.

 vintage train setIn all this time not a chirp from Metro-North. We wanted to know if a crew was working to remove the tree, if someone was scouting up grownup busses with room in the belly for suitcases—anything official. Passengers continued to spill out of trains from up north to face scant transportation with us.

After an hour+ our friend John stormed into the station and down the stairs to the platform followed by Bob and us. He said it was clear that the only way we’d get back to the city was by train. Guess what we found: A train with people pouring out of it because it was changing direction and was now heading to Grand Central. There had been no announcement to alert the passengers upstairs.

I’ve enjoyed and depended on the railroad in many countries as well as here. I am fond of many of the conductors who take our tickets on the Harlem Line. Yet I feel ashamed that a major source of transportation in the NY metro area is as backward and unprepared as this line was on Sunday.

Why:

  • Would the RR accept more passengers from other stations when it couldn’t deal with those already waiting for busses in Pleasantville?
  • No megaphone or intercom updates from headquarters or the employee on location?
  • No local authorities to organize the passengers so we’d have a safe, fair way to get on a bus in a civilized manner?

And, how well could this crew handle a derailment with injuries or other emergency?

Photo: iridetheharlemline.com

Photo: iridetheharlemline.com

Service of Medical Care Going the Extra Mile

Thursday, April 30th, 2015

Extra mile

J. McCarthy, who posted a comment on my recent post, “Service of Little If Any Assistance: Physician Admin Staffs Fall Down on the Job,” followed up a few days ago with another relevant comment describing medical care that he had just received from several doctors and their staffs.  It warranted a post of its own, not just to present a fresh perspective on medical care, but also because the woman who wrote the previous post made the most distressing point about how horribly she had been treated by several of her doctors and their administrative staffs.

He wrote:

I’m referring to my previous advice, “Do what a specialist with a national reputation told me to do. ‘If you want to get a good doctor, get an old doctor.’ Old doctors tend to have competent staffs.” The following story about what led up to the unsolicited, unexpected phone call my ophthalmologist’s most solicitous, crack, long-time nurse just made to me, might be of interest to your readers.

happy patient 3On a visit for my routine annual eye checkup, I told the ophthalmologist about something strange that had happened recently with one of my eyes. He took it seriously and gave me an even more extensive examination than usual. After it, he told me that there was nothing wrong with my eyes, but that he suspected I might have a circulation problem. He asked me if I still was seeing my longtime cardiologist who coincidentally is his patient as well. I said yes, and he picked up the telephone and called him.

Three days later, I was in the cardiologist’s office. We go back 30 years, and even though he practically has my heart memorized by now, he thoroughly examined me. (He took my blood himself as he always does.) Next, he had his nurse, who has been with him since he opened his practice, hook me up to a bunch of machines and do a series of heart tests. I’ve known her as long as him, and trust her absolutely.

Happy patient 4The next day, the doctor called to tell me that the tests had turned up nothing new and that, as far as he could tell, I did not have a circulation problem. Then, he gave me two choices: Either I could see more specialists and take more tests to double check, or I could do nothing and see what happened. I chose to do nothing. My doctor agreed and said that he would follow up with our ophthalmologist. I was satisfied and thought that was the end of it, but it was not.

Nurse on phone 1What did theophthalmologist’s nurse call me about? Her boss wanted me to know that he fully concurred with thecardiologist’s and my decision. That was a call  that did not have to be made. It was going the “extra mile.”

Incidentally, both doctors accept insurance and are all well over 65. Their nurses both have been with them at least 20 years.

Have you heard of doctors who collaborate with each other and their nurses in this way? Or is medicine more like Washington where the executive and legislative branches clash, and our senators and congressmen and women don’t cooperate with each other? Do you have examples of medical admins in today’s “rush-rush” climate who make your day rather than ruin it?

Great communication

 

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