A cousin of mine just passed away a few months ago after a long illness. He was fortunate to be able to spend his last few weeks at home with the family and friends he loved around him, either looking out the window at his beautiful backyard or some days, on the back porch. “Fortunate” is a relative word: he was in his early 50’s and should have lived a lot longer. On the other hand, after weeks in hospitals and long term acute care (LTAC) facilities, he (and his family) were grateful that he was able to spend his last days at home. During those last weeks, he tapped into the durable medical equipment industry more than most people do in a lifetime.
Early in my consulting and inspecting career, I became fascinated by the concept of customer service. Why are some organizations more customer service-oriented than others? How do organizations promote a culture that encourages excellent customer service? What can staff and management do to make customers happy with their experience? I noticed that some of the medical equipment companies I visited had excellent customer service, others had mediocre customer service, and still others (not many, thankfully!) had horrible customer service. I set out to understand the art of customer service and tried to answer the above questions by gathering fact patterns and collecting observations about the customer service I witnessed on my visits.
Topics: Customer Service