Below is an email I received from Rachel Boyles, Director of Rehab and Wellness, about one of our therapy staff truly “going above and beyond”. Instead of blogging about the incident myself I thought I’d just share the email Rachel sent to me.
I wanted to share an example of exemplary customer service that occurred this week with one of our therapists, Eric James.
Eric was working with patients at the pool when a female patient who was supposed to be seen at the clinic arrived at the pool. She had mixed up her appointments and instead of arriving at the Ohio St location for her re-evaluation, presented herself in a swimsuit and t-shirt to the pool. Eric apologized for any miscommunication and told her she actually was scheduled to be at the clinic. Upon hearing this, the woman was a bit embarrassed and told Eric that she did not bring any pants, as she thought she was supposed to be at the pool. Hating to see a woman in distress, Eric gave the patient his scrub pants so that she could arrive at the clinic fully clothed.
That same day, Eric’s last pool patient of the day was waiting for her husband to pick her up. The indoor pool staff told Eric that the pool closed at 4:30 and that they had to leave the building. Eric did not want to leave his patient standing outside by herself, so he waited with her outside until 5:00 until her husband arrived.
Eric’s creative responses for service recovery and meeting customer’s expectations deserves some recognition, as well as a chuckle. He does a great job, and is always willing to offer the shirt…or pants…off his back to anyone in need 🙂
Great job Eric, thanks for sharing
the shirt off your back your pants with one of our patients. Talk about building patient loyalty. Great job and great customer service!!!