Tales from Customer Service – Autoclave Delivery April 09 2015
In our previous blog post, we mentioned a situation where a medical office manager purchased their autoclave from one of the “wimpy other guys.” The company uses a questionable delivery service and in this instance, the deliveryman forgot his delivery cart so he rolled the very expensive autoclave on the ground, end-over-end, into the facility. There is more to this story that we would like to share with you.
In a fit of rage, the office manager called us. We assumed it was our sale and as we prepared to assist the customer, they informed us, “well, I didn’t buy it from Monstermed.com.” We replied, “If it is damaged, you need to contact the company you purchased it from.” To our surprise, she replied, “I did…and they will do nothing about it!” No wonder she was upset, wouldn’t you be? She was calling us to see if there was a way we could help her. We at Monstermed.com always go the extra mile to ensure our customer’s satisfaction. But in this instance, the office manager did not purchase the autoclave from us…did we turn her away…Of Course Not! We were there to pickup our competitor’s customer service.
When Kathy called Nichole, one of our extremely talented Customer Service Representatives, saying that one of our competitors told her that the damages to her newly purchased Midmark M11 Autoclave were her (Kathy’s) fault, Nichole was disturbed that Kathy was treated that way. Kathy is the same customer that watched the delivery man roll her unit into the office end over end. I guess for our competitors, the customer is not always right.
Kathy did not want to deal with that competitor anymore and wanted to purchase her unit from us. Nichole immediately sprang into action and told Kathy exactly what she had to do. Kathy’s new Midmark M11 Autoclave was packaged and ready to ship before they hung up the phone. Nichole then called our Shipping Representative in advance to make sure that this unit would be shown the handling respect that it needs. Our Representative called ahead to the delivery terminal in Kathy’s area, and spoke with her normal delivery man who assured our Representative that he would “handle with care”.
Kathy received her new Midmark M11 Autoclave from MonsterMed two days later in perfect condition. There was even a little extra surprise in the package just to make her day brighter. After a long battle, with our assistance, Kathy did receive credit from our competitor on the damaged unit but has chosen MonsterMed.com for all of her medical equipment needs.