I have spent my entire adult life in jobs and businesses where success depended on customer service. Perhaps that is why customer service – both good and bad “ring my bell.”
I’m well aware publisher Dan claims I am “opinionated” but I will stand my ground concerning customer service that businesses provide. And should such “service” fail, I never give them a second visit!
A perfect example of wonderful service came from a pet product business – the “Farmers Dog.” I placed a food order subscription for my “little princess” Jenni who is the finickiest eater I have ever had – and I have had many dogs in my lifetime.
The first food delivery came in induvial packets frozen with each packet a three-day serving. The first day, my little princess loved the food and licked her bowl clean. After that she wouldn’t touch it again. I tried mixing it with gravy, then kibble but still she turned up her nose and wouldn’t eat.
I phoned customer service at Farmer’s Dog and told them I needed to cancel my subscription. I explained why, noting that I would just donate the balance of the food to a local animal shelter.
Their customer service said it would not be a problem and since I was going to donate the food, she would issue credit to my charge card for the food I received. I was very impressed, and should I get another dog, you know who I will be calling.
On the other side of the issue is a new medical specialist my family doctor suggested I see. To save time this office sent me by text a new patient information form to fill out and either email or text back.
The form was an eight-page packet which took me almost two hours to complete. It included a request for photos of my medical cards. I sent it back and was told my appointment would be two weeks from that day.
When my day arrived, I walked into the office where I noticed three ladies behind the reception desk. I asked about checking in and was told, as if I were bothering them, to take a seat and they would call me when they were ready.
Although I was the first patient in the office, it took about 15 minutes to call me to the desk, I was handed a form to sign regarding payment etc. and as I signed it the receptionist advised, “Oh I’m sorry but we no longer take your insurance!”
Now keep in mind this office had my insurance information two weeks prior but didn’t think to notify me during that time. You think good customer service required at least a text alert?
I didn’t reply, I simply tore up the paperwork, set it on the desk and walked out. Of course, I had secondary insurance to go with my Medicare, but with such a lousy attitude and customer service, why would I do anything with them?
