Extreme service
Its been a hectic weekend. Chandra's brother had a medical condition
(fistulae) and he had to be admitted to the hospital for a minor surgical procedure. He will be discharged today. I thought of sharing these 2 events which happened over the weekend to talk about extreme service
1. I was driving my brother in law (BIL) on friday night to get him checked with the doctor.It was around 9:30 PM. We checked in to a nearby hospital closeby from home and to my dismay the doctor came out and looked at my BIL who was whimpering in pain and told that he would attend only emergencies as its not the regular hours and told us to come the next day morning. Then I had to drive him to another hospital where he got admitted and they scheduled the surgery next day morning and rest is history.
2. I was getting all the coffee & food for people in the hospital (BIL as well as Sister in Law (SIL)). I saw that there were 3 coffee shops & tiffin centers near the hospital, one of them was really crowded compared to the others. Curious to get a better insight I spent some of my morning time. I observed that in the crowded coffee shop the cleaning person washed the glasses and put all those glasses into a boiling pan of water and the serving person got the glasses from the boiler to serve coffee to the customers... the customers were happy served on hygienic glasses. I decided to have a coffee and tasted better (may be because of the hot cups... psychology). Now i decided to get some coffee to the people at hospital and asked him to parcel 2 coffee's. He checks with me on whether its for hospital and pulls out a flask and fills 2 coffee in it and asked me to return the flask later..Where do you think I bought coffee + tiffins the next couple of days? What an understanding of the needs of customer..dedication to excel..and the extreme service... I found later that the place had around 5 or 6 hospitals nearby and people usually dont bring in the flasks and he had bought around 10 flasks to get the customers served.
2 extremes of service. A highly qualified doctor without a notion about customer service and a dedicated coffee shop service person with the right attitude to serve his customers.
(fistulae) and he had to be admitted to the hospital for a minor surgical procedure. He will be discharged today. I thought of sharing these 2 events which happened over the weekend to talk about extreme service
1. I was driving my brother in law (BIL) on friday night to get him checked with the doctor.It was around 9:30 PM. We checked in to a nearby hospital closeby from home and to my dismay the doctor came out and looked at my BIL who was whimpering in pain and told that he would attend only emergencies as its not the regular hours and told us to come the next day morning. Then I had to drive him to another hospital where he got admitted and they scheduled the surgery next day morning and rest is history.
2. I was getting all the coffee & food for people in the hospital (BIL as well as Sister in Law (SIL)). I saw that there were 3 coffee shops & tiffin centers near the hospital, one of them was really crowded compared to the others. Curious to get a better insight I spent some of my morning time. I observed that in the crowded coffee shop the cleaning person washed the glasses and put all those glasses into a boiling pan of water and the serving person got the glasses from the boiler to serve coffee to the customers... the customers were happy served on hygienic glasses. I decided to have a coffee and tasted better (may be because of the hot cups... psychology). Now i decided to get some coffee to the people at hospital and asked him to parcel 2 coffee's. He checks with me on whether its for hospital and pulls out a flask and fills 2 coffee in it and asked me to return the flask later..Where do you think I bought coffee + tiffins the next couple of days? What an understanding of the needs of customer..dedication to excel..and the extreme service... I found later that the place had around 5 or 6 hospitals nearby and people usually dont bring in the flasks and he had bought around 10 flasks to get the customers served.
2 extremes of service. A highly qualified doctor without a notion about customer service and a dedicated coffee shop service person with the right attitude to serve his customers.
posted by Suresh at
9:32 PM
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