Caught in the Act by a Note from a Customer

I have written before about our “Caught in the Act of Excellence” program, whereby we work to “catch” Cape Medical Supply team members in acts that reinforce our mission and service-centric culture.

Someone just submitted on with a note from a customer that I really enjoyed and thought I would share;

1-23-10
Dear Angela;
I received my new equipment already and I just wanted to thank you! You really always go above + beyond the “call of duty.” Customer service from you has been nothing but pleasant! I am also in customer service and know it’s not always easy so I applaud you for always being great. If you ever need anything I can help you with please feel free to contact me. Sincerely, [Name Redacted]

It’s a great note and we get a fair amount of them from customers and professional partners – BUT the beauty of this note and what makes it so special is that the Cape Medical Supply team member it is directed to, Angela, doesn’t even work in customer service! She works in the billing and reimbursement department, not a department that is typically known to be warm, fuzzy, and service-centric…not typically, but certainly here we strive for ALL departments to be known that way.

We’ve all heard sayings like, “we’re all in sales,” or “customer service is everyone’s job,” and both are very true. If everyone is not invested in improving the results of the company and experience of the customer then you are bound to have problems, but so often our experiences with corporations run counter to those mantras and they prove to be empty promises or clichés that have no real backbone. This note was validation that much of what we discuss with our mission and values is being relayed to our customers and that they FEEL like they are receiving high quality service. At the end of any interaction with our company we want people to feel like they were cared for, taken care of, and that we understood their needs…if we do all of that we will continue to grow and develop our reputation for high quality service – if we fall back on that, or marginalize that responsibility, we are doomed to mediocrity like so many others.

Great job Angela!