IS CUSTOMER SERVICE DEAD? PART II

Over the past weekend, SECC completed an intense deep cleaning of a well-known dental practice in the Twin Cities. We'd completed another back in January and it was a resounding success. The practice manager sang our praises, told every one who listened how thorough we had been. We were off! We approached this next opportunity with the same vigor. This practice was older, had had little maintenance over the years and we knew it would be a challenge to gain their appreciation. After walking through with the specs and double checking every inch, I was satisfied that we had reached our goal. I left the keys inside and walked away proud of my team. But Monday morning rolled around and I received an email from the practice manager. She was unhappy, there were things she wanted done, that were not contained in the specs, that she "assumed" were included. I was initially deflated, you see, 30+ hours of work had went into refreshing this space, and it was visibly better, but the things that mattered to them, weren't done. And that is all that matters. After asking for specifics changes, I scheduled this weekend to go back in and get it right. At the end of the day, SECC is in the business of customer service. "Always be humble enough to receive criticism, always be hungry enough to want to be the best!" ~Sparkle Wimberly