Like most things in life there are good ones and bad ones.
The Good:
Ginger and Miss Betty have always been wonderful to me. Quick, friendly response with setting up dates and questions and help with references. Super professional and a pleasure to work with.
The Bad:
I tried to see a highly reviewed lady who worked through an assistant just before last Christmas. I sent all my info along with references and a prospective date and time. No response. I sent a follow up email several days later. Again, no response. I moved on to the next lady on my list and didn't give it further thought.
About three months later I got an automated email saying the lady I was trying to see was coming to town (I didn't know she left).
I sent an email back saying that I was getting mixed messages considering my original request for a date was ignored. I asked if the lady wanted to see me or not. And if not, it was fine, but to please take me off her spam email list.
Her assistant responded saying there had been a mix up (something about a change of assistants) and she would fix everything. All I had to do was send all my info again...
I told her I would get back to her. I never pressed the point of how they lost my info but somehow my email got on her auto notification list anyway. Interesting.
Never re-sent my info because why should I? Not to mention the heat of the moment was long gone.
Months go by and I get a pm from the lady (apparently commenting on one of my posts) asking why we had never met.
I was trying to be polite (and without adding too much snark) I responded to her inquiry - "I don't know, I could ask you the same question". Which was supposed to be a gentle reminder that I tried to schedule with her but through bad communication/management on her end it never happened.
I never received a response back from her. Not an apology, not an "let me show you some appreciation for your trouble", not an "I really appreciate you trying to see me", not even an "oops, it's hard to find good help."
I'm sure she's still wondering why I haven't seen her.
Let me change the context slightly...
You research a new doctor. One that has good reviews and seems to be a good match for you. You make an appointment and fill out the information they request for you to become a new patient.
You call later, get someone - a new receptionist that says "I'm sorry but we have no record of the information you sent us. No problem, just do it all again...". You would be concerned, furious, or just puzzled - or all three. But you would probably consider seeing another doctor at that point, correct?
If they don't have the wherewithal to keep your info safe and/or the courtesy of making it up to you for losing it that would make you a very unhappy client - right?
It just seems strange to me how people can't get a grasp on the concept of customer service...
If you want me to schedule some time with you at least don't make it difficult for me.
That's just bad business...
-- Modified on 9/25/2015 8:43:50 PM