When Customer Service Goes Beyond Expectations


What is good customer service? When  good customer service go beyond your expectation.

Today is the 15th wedding anniversary of a very good friend of mine. Apart from the beautiful day itself one person at that wedding still sticks in my mind for the most amazing customer service that I feel that I have ever come across. Have a read and see what do you think?

My friend and her partner booked a local wedding videographer for their special day. The chose carefully as they were trusting someone to film their special day and capture those special moments. The met the videographer on several occasions and really got a good relationship going with him. Coming up towards the wedding he told them that he was about to move some distance away but assured them that he would be with them on their day, he was planning on coming up the night before and would be staying with friends, he also told them that his wife was due their first baby just after their wedding date, but he assured them that he wouldn’t let them down and would still be there.

The wedding crept closer and everyone was getting excited, a couple of days before the wedding my friend tried to contact the videographer to just go over the last-minute bits and pieces – she got no answer. She tried again and the same thing. The day before the wedding and there was still no contact from the videographer, they were getting concerned and could only think that perhaps his wife had gone into labour earlier than expected, and if that was the case perhaps he was backing out of the wedding. They resigned themselves to that fact and disappointed that they wouldn’t have a film of their day, but later that day the wedding the videographer telephoned and said that he would be there as planned and looking forward to seeing them both. They asked after his wife and he confirmed that she was in hospital and just having tests, he assured them that she was happy for him to come down, she didn’t want them to miss out.

The day arrived and it was absolutely amazing, I could see why they have chosen this guy as he was just fantastic, friendly, accommodating, and just great with the little ones, capturing their funny little moments as they played out on the green. He certainly did them proud.

He approached them around 9.15 that evening, and asked if it was ok that he went home, he had put in a full 12-hour day and hadn’t stopped much at all.

The happy couple went on their honeymoon and on arrival back home their wedding video was waiting for them. They were not disappointed, the videographer had caught such magical moments, captured everyone laughing and smiling getting some lovely interviews from the guests and even encouraged the little ones to say a few words. Such a lovely memory of their day.

Whilst the couple were on their honeymoon they bought a little present for the baby, who had probably now made his or her arrival. They tried to telephone the videographer several times to both say thank you for the video and to ask about the baby.

Finally, after they had been back a week the videographer returned their call. They asked about the baby, then he told them…….

Two days leading up to their wedding his wife had not felt the baby move, long story short she was admitted into hospital to be told the baby had in fact died. She had to go through labour and give birth to their beautiful sleeping baby.

Can you imagine what that poor couple must have been going through. But both him and his wife had discussed it and decided that their loss should not impact on the happy couple, his wife insisted that he still travelled up and film the wedding.

This man who had just lost his baby, left his wife in hospital to come and make sure that the couples day went as well as he could make it.

He smiled, he laughed, he was sociable and it must have broken his heart when he was filming the little ones playing on the green.  No one had any idea the heartache this poor man must have been suffering.

All he focused on was making sure that he didn’t ruin the couple’s day.

What a hero, how do you beat that for customer service?

So, on this day, my friend’s anniversary whilst I congratulate them, and wish them all the best, I always have a thought for this young couple that must have been going through a living nightmare and yet they still put others before themselves. That to me is just 1st class customer service.

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When Communication Works Well #PooleHospital


 

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I went along to Poole Hospital at the beginning of the week with my husband for an outpatient’s appointment.

On arrival in the Blue Clinic we were met by a lovely friendly volunteer who was eager to show us how to use the self-service booking system. She talked us through it chatting away whilst she was booking him in. Her lovely friendly nature was a breath of fresh air and it was obvious that she enjoyed being there. She then took us to the area we needed to be ready for our appointment.

The TV screen in the department gave out useful information as well as informing us that the clinic was running a bit late – this was extremely useful as it allowed my husband to pop off to the toilet without worrying that he might miss being called in for his appointment.

After a short while a healthcare assistant came out to apologise for the delay and she told us how many people were in front of us (we only had one other person before us) She went around everyone else in the department informing them of the same.

When his appointment came we were had a lovely welcome from the consultant together with a handshake, smile and great eye contact. The consultation wasn’t rushed, we had plenty of opportunities to ask questions and everything we needed to know was covered. Everything was explained in full details and in a way that we could understand.

We were in the department no more than about 45 minutes from arriving to leaving. It was a brilliant service and the most impressive thing was the communication, it was excellent and this must be so useful for people who perhaps are unsure, or somewhat confused at a being in such a large department.

We were both very impressed with our overall visit. Well done Poole Hospital, your staff, volunteers and communication was excellent.

 

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