Excellent Customer Service

[BSM1LES]

Customer service to me is that first impression. Even in the sales and business world I believe the first impression is the most important. If they have FICS, first impression customer service, I know most likely I'm going to be working or purchasing. When I meet someone in the transaction world, whatever it may be, I always look forward to the opening, either programmed or sincere. If I recognize sincerity its on! I mean a sincere knowing and love of what they are presenting to me.

A couple days ago I spoke with the founder of a well known successful business similar to my own. He immediately asked me 100 questions about my business which in turn forced me to ask him 200 questions about his company. We established a great relationship first before our partnership will soon begin. Later that day I entered a camera shop and was immediately told why I need this certain camera rather than asking me what I felt I needed. After realizing my frustrations the program (salesman) reprogrammed itself and fell in love with me. This turned out to be extremely frustrating.

I believe excellent customer service is simply sharing your sincerity of wanting to know what someone needs of you and then sharing why you love what they need with a key true story.

[keith_m71]

BSM,
I agree with you first impressions is always going to stick in a persons mind. If you are in retail and give a great first impression you will have that customer forever.

[AudreeArrington]

David've used it before and Raindance agrees. Customer service experience to drive in both directions. We found a very poor customer service from WebEx.

[Perry7]

The most successful marketers and managers are those who take the trouble to put themselves into the other person's shoes. As marketing manager taking time to understand your customers, establish a quality relationships, loyalty and support from both customers and team members. What do you say?

[MarkCrowley]

Had my annual physical at Kaiser today. (BTW, the secret to Kaiser is actually selecting a Primary Doc)

Everything turned out great. I have occasional Migranes (had one today) so we were discussing that. Doc prescribed a new med for me. We also discussed my upcoming basement finish and a classic car restoration I'm doing. He also told me about his latest cycling excursion. Do you think I feel comfortable and that he cares about me? It's all about relationship which in an earliier time was called "bedside manner". The guy is a champ!

I went to the pharmacy to pick up my new Rx. Of course, a "lowly" pharmacy tech was helping me. He brought the Rx to the counter. As he looked at it, he said, the way this was written, we are giving you a pill that is outside the "formulary" so we have to charge you full retail (which was right at a hundred bucks for 30 capsules). He said to me, if you don't have trouble swallowing pills, I can replace this with a tablet that is the exact same medication and it will only cost your co-pay ($15).

I told him that it's much harder to swallow 100 dollars than any pill.

If you've ever been to a Kaiser pharmacy, you know they can get kinda crowded. Especially today, the first day they've been open since last Thursday, you can imagine they were slammed. (BTW, the secret to Kaiser prescription refills is to do it online - you're in and out in 5 minutes regardless of how busy they are - I usually do that but this is a new Rx)

The pharmacy tech said that he would check with the pharmacist to ensure substitution was ok. Rather than send me to the end of the line and wait for the replacement, he said, "Wait right here, I'll be back." Within 3 minutes, he was back with the new tablets (translated - he also asked the Pharmacist to stop what he was doing to handle this situation).

He rang it up and I paid 15 bucks. I'm sure Kaiser's bottom line would have been happier with a 100 dollar sale instead of 15 bucks.

Here's a guy who probably makes just over minimum wage who is probably pretty stressed by the time he helped me today(right around 4PM) but who actually took the time to look at the Rx, recognize that there was an affordable alternative, tell me about it, drop what he's doing to make sure I got the "right deal".

From the first time I visited Kaiser, I've had nothing but excellent treatment. My doc is the best and every support encounter(labs, pharmacy,physical therapy, etc.) has been nothing short of excellent. That's excellent customer service my friends.

Follow them on Twitter - www.Twitter.com/KPColorado. Final note - by following them, I learned, even before they posted it on their homepage that the following morning they would be giving H1N1 vaccine outside of the high risk groups. Guess who was the 2nd person to get the vaccine at my clinic the next day? 15 minutes later, the line was more than 50 deep.

[David Sandusky]

Not surprised everything checked out. You are a machine! Thanks for an excellent example (multiple examples) of customer service.

I told him that it's much harder to swallow 100 dollars than any pill.

= LOL