Do you ever put off making that phone call because you just know what the response to your request will be? It's almost not worth the effort but you figure you might as well give it a try.
I had that thought this morning. One child had an appointment for an orthodontic check-up this afternoon; I received a message late last week that another was also due. It was after hours and I couldn't make contact with the office until today. It was in the back of my mind all weekend and I was mildly irritated as I prefer to make one appointment, one trip. What was the chance the other child was going to get in as well? I was probably going to have to 1.) Make another appointment and deal with school hours for both kids or 2.) Schedule a separate appointment for the other child.
I was already in something of a snit before I started.
So you can imagine my absolute shock -- and delight -- when I was told "Sure! Bring him along and we'll see both kids at the one time. There is no need for you to make a second trip."
Excuse me? A business that is looking out for my convenience, even with last minute notice! That is customer service.
I had the opportunity to share my little story with the doctor this afternoon and he thanked me for the feedback. Becky, the woman who had been so helpful via the telephone was standing right there and when I thanked her again, she smiled and said "We take care of you!"
I have told many friends of the services and care that Pritchard Orthodontics has to offer. Now I can simply say they take great care of everyone!
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Remember...
Unfortunately, we seem to have conditioned ourselves to expect -- or accept -- poor customer service and often times it colors our mindset.
Then there are those businesses that understand the importance of the details and by simply saying "Sure, we can do that" they remind us once again of how things are supposed to be.
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