I challenge anyone to beat this customer service example.
Yesterday, Sharon and I went for a doctor’s appointment. (We both work with two very special doctors in Maine who cured my Lyme disease after 10 years, completely removed my long standing migraine headaches, restored my energy, and basically gave me my life back)
Now here’s the thing.
We were supposed to stop at the Rite Aid and pick up a prescription to get an injection before the appointment. We had called their office to ensure it was called in beforehand.
But when we got there 20 minutes before the appointment it was not there.
I telephoned my doc and left a voice mail message, but the bastard didn’t call me back.
Instead, literally 5 minutes later BOTH doctors showed up at the Rite Aid and re-wrote the prescription!
My docs – Scott Mulliken and Teresa Caprio
in Kennebunk, Maine (207) 985-1806
It was the best customer service I’ve ever experienced.
Do you have a customer service story to share? Leave it below please!
And if you’re struggling with Lyme, or any medical problem which is perplexing you and you don’t mind the drive, I can’t recommend these docs more highly.
G 
{ 10 comments… read them below or add one }
Any Danny Meyer restaurant in New York provides amazing examples of customer service. He calls it Enlightened Hospitality and wrote about it in his book “Setting The Table” (an excellent read).
I wrote about my first time going to his Union Square Cafe restaurant here…
http://www.nitromarketing.com/blog/my-adventures-in-new-york-city-day-2
-Kevin
I was a chiropractor in MO for 15 years. My particular practice was built around acupuncture and Chinese herbs. In 1988, before it was more accepted in MO, a pregnant patient of mine was hosptialized with a type of severe malignant hypertension. She was about 5 months pregnant, over 40 and her doctors were definitely concerned. The drugs were not working and she begged her husband to find a way for her to get released to have an acupuncture treatment. He called me, told me about the situation and said that there was no way they wanted her to get out of bed, let alone go to the office of a “quack” like me.
I enlisted two students from the local chiropractic college and we snuck into the hospital. The students kept watch, blocking anyone’s line of sight while I performed acupuncture on her. My license was definitely in danger, but so was the woman’s unborn child.
Her blood pressure returned to normal in 30 minutes and stayed that way for a day. I did the same thing the next day and soon after she was released. Her healthy baby boy was delivered by C-section with no further complications.
Guy Porter
http://www.porterkickham.com
Hi Glenn, thanks for the post. I, too, have written in my blog about extraordinary customer service–mine was after a stay at the Ritz Carlton in Jamaica
My wife had 2 bouts with Lyme disease over the last few years. We think that she is experiencing some symptoms of the after effects. Can you please send me the phone number of the doctors so we can contact them? We live in MA and love Kennebunk. You can either email me or reply to the comment.
Thx, Mike
I had a memborable customer service experience. Years ago I bought some different types of cheese from a new vendor selling product at Costco. They had been in business for some time, but they somehow only recently started selling their products through this warehouse chain. Well I tried the different cheeses, and foundt that they were pretty good, and in one case needed a couple points of customer feedback ( myself) With a little bit of snooping found a main corporate number and left some comments that were largely complimentary. I left the voice mail over the weekend, so I thought that would be it. Down the bitbucket, but i did leave a comment. To my surprise I received an overnight package filled with about $200.00 worth of cheese products packed in dry ice. Turned out the boss loved my message and rebroadcast it to the entire company’s voice mail system. I guess they receive very little feedback. So I certainly responded to them in kind by letter and phone call , live chat.
In short it locked me in as a customer for many years. They took the extra step to recognize me as a customer and it paid off. All the best -Dexter Babcock
Not a big deal, but I have grown accustomed to poor service at local eateries. I was, therefore, thrilled when the manager at Domino’s Pizza gave me my Pizzas at a discounted price (daughter’s pool party) after his employee screwed up the order. PLUS, this manager did NOT reprimand the employee in front of me, although I’m sure he did once I left. Anyway, fundamentals such as the customer is always right (or at least try your best to make this a reality) is a timeless customer service principle – not to mention that never reprimanding your employees in front of others is good management. Thanks Glenn for all that you do.
Dr. George Burroughs http://www.TryAtlasChiropractic.com
Glenn –
Because no one else has topped your example yet – I thought I’d get the comments started by saying:
My doctor does the same thing……BUT, will actually come to my house on demand, and his wife brings lasagna, frozen ahi tuna steaks and most of isle 3 from Trader Joes as well.
And…..
Believe it or not – my mental health professional provides the very same door to door service…..and never charges a dime. ( and will occasionally pay for dinner afterwards, too)
I find you’ve got to set the bar high and sort of let people know how you expect to be treated – and they’ll usually come through with fabulous care. ( and gifts)
Hi Glenn:
Thank you for the 2 for 1 post! A great example of customer service and a generous referral for a terrific medical group, too! I taught my children and practice this as often as possible. I think they are spoken & heard best with a soft voice. You get what you give. Give love. Give your best. Give a smile. Give your authentic true self. Give comfort. These are just a few of the ones I particularly like. It’s nice to say these in the opposite sense, too. Get love, get the best, get a smile, get to hear from the authentic true self, and get comforted.
I am new, but am so very glad to be learning & finding so many wonderful & generous contributors. I will get lots of great information, & will share also.
Live well.
Barb.
I just LOVE good customer service stories. It is so important.
My story took place several years ago when I lost a hub cap on my car.
I\’d learned to go directly to auto parts stores to save money, and went to Checker Auto Parts (Loveland, CO). I was nearly 70 years old and had recent back surgery, so wasn\’t sure how I\’d get it put on.
I wanted to buy only one to match the missing hub cap. However, I found they were only sold in packages of four. One of the salesmen began helping me with information. I realized they didn\’t cost that much for four, so made the purchase, and he asked me if he could help me put them on.
He took off the other three, and placed all four on the tires. When I offered to pay him, he declined. Now THAT was service I cannot forget!
Hi, Glenn:
My best customer service experiences these days happen on Twitter, where you get faster responses than leaving a message on a corporate website or calling customer service.
Three different tweets that got immediate CS attention.
1. I tweeted that last year when my son was getting married, I was ordering a lot of shoes from Zappos. On delivery of the last pair, my USP guy left the box, rang my doorbell, and returned to his truck. When I opened the door, he yelled, “Do you want me to wait while you try them on?” Within 5 minutes of my tweet, I got a reply from the Zappos CS folks saying how much they liked the story. I told them they should put it and others like it on their site.
2. Kodak had a supposedly humorous Mother’s Day promotion called “Lackus Appreciatis.” Unfortunately they put a note at the bottom of their webpage saying people shouldn’t get LA confused with a list of minor health issue including “heat rash” and “Lyme Disease.” (My husband and I both have Lyme, as well as other family members; ;not so small world). I tweeted my outrage, heard immediately from the Kodak Twitter blogger, and within 15 minutes, the offending note had been removed from the site.
3. Around the same time, 1-800-Flowers didn’t deliver flowers to my 88-y-o mom on the Sat. before Mother’s Day. When I called CS, they said the florist had tried to deliver them but she wasn’t home. She was home all day. So another tweet. Heard shortly from the 1-800-Flowers Twitter person and within a few hours, their CS had agreed to send a second arrangement a week later. BTW, when my mom got her original flowers the Tues. after Mother’s Day, the florist apologized for having been so busy they couldn’t deliver themthe previous Saturday.
If you want quick action and you haven’t gotten satisfaction from CS the regular way, tweet!
Hi Pam … it’s nice to hear from you
Looks like you’re working hard on spreading the word about Lyme … you know you’ve got my support!