What has happened to CUSTOMER SERVICE!Category: Marketing & PR Strategies You Might Try Published: Friday, March 05, 2010 This past week I experienced two nightmares in customer service and really could not believe how bad it has gotten. I would think in these times that building relationships with customers would be something that is more important than ever, but that does not seem to be the case. In fact yesterday at an event I mentioned my blog this month would be on Customer Service and many of the people I talked with agreed it has gone totally downhill. First thing that happened is that I made contact with a company in the East that gives out ISBN numbers for books. A client of mine had in the past ordered ten numbers, used three and somehow forgot the ones he had not used and needed them. For over two weeks emails went back and forth from me to them with responses that offered no help, just the same story each time which was not working, and then when I did communicate with them by phone, they gave us some incorrect information again.and when I called and left a voice mail to call me back with the correct information they never did. By this time I was totally frustrated and then a member from the clients staff called them and was on the phone over 1 1/2 hours just to get someone to talk to them and still did not get the matter resolved. It's apparent this company did not seem to even be interested that we also wanted to purchase ten more numbers which would of been some revenue to them. So we are still working on getting this resolved. The second case was that I have been helping a member of one of my For You/NAFE networks that had a stroke in November get some needed paperwork completed to help her with her medical,since she has no family in the US and no Health Insurance. She was in the hospital over two months and then moved to a nursing home two months ago, the Social workers in Sacramento who work for the State are trying to help her get medicare. They needed some forms completed by her doctor's and sent me some forms to get completed and then get faxed back to them .I thought this should not be a big problem. My first step was to take them to the Nursing Home, they had no administrator there, so talked with Director of Nursing ,who passed me on to someone else, who passed me on to the records administrator who told me I had to take it to her doctor. I told them it would be great if we knew who her doctor was as she had been in the hospital over two months and other than in the emergency room saw a doctor only once for about 5 minutes, and then since she has been in the nursing home over 2 months another doctor stepped into her room for about 5 minutes so you can see why she had no idea who her doctor is. The records person told me the names of the two five minute doctors, and gave me their local office number which I called, They reviewed the files and told me to take it to their other office in another town. So I drove to that office, and when I got there they told me she was not a patient and I said yes she was, so the gal at the window talked to the doctor and he said take the forms back to the Nursing home and have them put in her chart and next time we are over there which was not going to be soon they could then do an examination and do the forms. He had no idea as to when that would be, but said it would not be soon, and so would not take the forms. I just could not believe their attitude about a woman who needs their help to get her paperwork done so she can get coverage but I guess because she has no insurance they can't waste their time on her. She is a human being and I believe needs to be treated like one, I hate to think what would happen to this woman if it was not for me and other members of our For You/NAFE networks who have jumped in to help her. These forms are needed by the people in Sacramento to help them do their evaluation as to perhaps helping her get her coverage approved for emergency medicare, but it was very apparent these doctors did not care, especially since she has no medical coverage at this time. When they say our medical system is broken I can tell you just helping this young woman who is only 58, who had a stroke and is now paralyzed on one side and seeing how she has been treated is a shock to me. I totally agree it is broken especially when you have doctors that don't care and will not take that extra moment to reach out and make a difference. I am sure there are many horror stories out there of many cases like this. So the result is I am back to square one and have the forms unfilled, so I guess I will call Sacramento and tell them these doctors would not fill them out, maybe they will make a recommendation not to refer patients to them in the future and take them off their preferred list.. I am sure glad I am never sick as with doctors like these around I would prefer to just keep doing my natural vitamins to stay healthy. Its a good think this woman has our group that is helping her or she totally would be out in the cold. I can remember one time years and years ago when I left Hawaii with my family and moved to Bellevue, Nebraska, my daughter Lori was a baby and got really sick and I called a local doctor and he came to my house and made a house call, it was so nice, but I guess those days are gone now.I wonder if any where in the US doctors still make house calls? He was a great doctor and then years later when I moved to VA I had another doctor that made house calls. How many of you have stopped into a store and see the clerks talking to one another and ignoring you? I have had it happen to me a lot lately or the other thing is trying to find a clerk to wait on you. Customer Service in many of the retail environments are gone as well. We have phone systems that make us punch so many buttons and then we still cannot talk to anyone, I think I liked the older days better when we had the human voices that cared. I believe in new things and new technology but I still think the old fashioned way of carrying about the customer was the best. I am a National Speaker and I like being in a room with lots of people versus doing a training on line and yet I have done them, but when I do I miss the wonderful energy of togetherness that a room full of people generate. I think we all need to look at what we are doing in dealing with our customers, are we making them feel important, are we listening to what they are saying, are we there when they need us, are we responding to their phone calls, emails etc. in a timely manner? It really is not about US, but how we care for them that really matters. Remember good customers will refer you out to their friends, business associates and become your biggest Fan so we need to pay attention and make them feel as if we care. You can be assured that the company that would not help give me the information will not get promoted out by me to anyone, and those doctors I am going to tell everyone I meet that goes to them to get a new doctor . Its apparent to me these doctors surely do not care about making a difference and touching a life. What they don't know is that I am connected to thousands and thousands of people and I SHOW UP everywhere, so I can sure get the word out about their non existing Customer Service skills. Do you take time to see how you are treating your customers, do you make them feel like you really care? I know its a different world and we are all busy, but a few minutes to answer a question, respond to an email or phone call and make the person on the other end truly believe you care is really important, and believe me if you treat them right they will treat you right as well. So how would you rate your customer service skills? Six companies I know that excel in customer service skills, since I deal with them a lot are : the Diva Toolbox. www.divatoolbox.com run by Janet Powers and Infinity Arts, www.infinityarts.com with Mike Hooper and Mandy , Flexiciser, Inc, run by Bryan S. J. Mallindine, www.flexiciser.com., NAFE, www.nafe.com run by Betty Spence, President, and American Seminar Leaders www..asla.com run by June Davidson, President.. Every connection I have with those companies have been outstanding, no matter what time I contact them or what the question or whatever my need is they are right there to serve me, and all their other customers. They totally know the importance of great customer service. They answer their phones, respond to their emails, and listen and then respond back in a timely manner and deliver on their promises So lets work together and get Customer Service back to what it used to be, if someone is not serving you let them know that you are not happy with their customer service and do not refer them to others, they will start to get the message and perhaps start looking at that side of their business better.
Posted by: Denise L. Cook
Monday, March 08, 2010 @ 2:06:36 PM My mother has had the unfortunate need to be hospitalized several times over the past nine months. Each time we have encountered rude, disrespectfull and ambivelant behavior from some of the nursing staff. My mother has full complete insurance coverage, four different programs to be exact. So I fear it may not be the lack of money. We may be facing the distinction of good old-fashioned hospitalitiy. Whatever happened to teaching Emily Post in school? I believe we have poor customer servers today because yesterday someone forgot to pass along the basics in "ettiquette 101" Denise L. Cook, The ORACLE Posted by: Iris Rosenfeld, DC Sunday, March 07, 2010 @ 8:56:29 PM I must thank you for all your insights and sharing your knowledge with us all. You are one dynamo!! Posted by: Barbara Hoffman Friday, March 05, 2010 @ 9:57:32 AM This is a wonderful blog! Your observations are excellent and, sadly, all too common. You definitely fell into the “black hole” of bad customer service. This is what you should have experienced (and is what my customers experience) We literally drop everything to attend to our customers. We spend the time, ease their way, return their calls. I believe that you should always talk to a live person. Even the person who directs your call should know something that can be helpful to you. If we ever make a mistake we immediately correct it and issue an “OOPS” coupon. The customer ALWAYS has the benefit of the doubt. Our motto is, “Our customer service is second to none” and it pays off in ways that are beyond what money can buy. The reward is that we end up with customers as friends and friends are loyal. Maybe you can start a Customer Service Revolution, Robbie ~ You would have millions of members! Again, great blog! Post a CommentOther Recent ArticlesRemember it's Up To YOU to take Action.Category: Places to show up Published: Thursday, September 02, 2010 So SHOW UP opportunities you might want to check out. Remember it's Up To YOU to take Action. As many of you know I am doing a NAFE Western Regional Conference in May 2011.Category: Recent Articles Published: Friday, August 27, 2010 So wanted to keep you updated on WR Conference www.wrconf.com taking place May 20th & 21st at the Atrium Hotel across from John Wayne Airport. go to the website as more detailed info is there. www.wrconf.com on Social Networks Can and Will Connect YOU With Wonderful people who were part of your Past Life's Highway, It Has mine: ARE YOU SHOWING UP FOR YOU, OR STILL SHOWING UP ALL THE TIME FOR OTHERS?Category: It's All About Showing Up Stories Published: Friday, August 06, 2010 But one thing I have learned in the last week is that we need to also SHOW UP for ourselves so we can find treasures that also benefit us, our health and our happiness. This concept of SHOWING UP for me is something that I only recently really have gotten down pat in my mind. I guess I was always so busy SHOWING UP for everyone else that it depleted the time for me. Did you know that being a Radio SHOW HOSTCategory: It's All About Showing Up Stories Published: Tuesday, August 03, 2010 Did you know that being a Radio SHOW HOST is a great way to share your knowledge and have people recognize you as the expert you are, as well as help to brand you and your business? I recommend this as a Great Place to SHOW UP. The Women's Information Network offers opportunities for women to Host their Own Radio Shows FREE. Here is how you can have your own Radio show FREE.  March 2010
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 Robbie Motter |
