Maybe this is “preaching to the choir” – a term used often in Charlotte – as a leadership thought deal, but while giving myself and writers of many descriptions credit for writing ability, the customer service aspect is what makes one-shot clients into regular gigs.
While perhaps a stretch as political commentary, I’ll take the COVID-19 vaccination program – 309M doses given, 145M/43.8% of population fully vaxxed – as proof we elected a President who has delivered maximum customer service on a MAJOR promise.
Customer service-wise, if your Wellington’s somehow sprung a leak, just tell them, they will gladly send you another pair, is an example of Excellence. The Home Depot person who can lead you directly to the product you’d already walked by twice is A Cut Above, the gas attendant who feels empowered to comment about your tee shirt slogan because he’s already got your money, much closer to the bottom.
‘Getting stuck’ March 18th– for an investment of 26 minutes – with the COVID vaccine, instead of worrying it could take until mid-May, you’ll have to believe that cemented my concept of delivering customer satisfaction.
Dysean at T-Mobile delivered too. When he didn’t know the deal with my phone making a constant notice noise, he was willing to call a guy who might. Bazinga! Turn the phone all the way off periodically, not just screen off.
Getting my phone back doing as it should brought an appreciation of the service effort, but c’mon, the day a Novant supervisor at a clinic around the corner from my place – no extra effort to try – said to 64-year old, Category-5 person me, “Sure, let’s get you stuck,” that’s going to be tough to top as customer satisfaction.
How matters get handled
The point is, those who emphasize the customer’s satisfaction of the service delivered gain loyalty – business might have changed over the years, but its not an outdated, ‘used to be’ philosophy.
As a creative I can deliver written content that hits specific points I’ve learned from a client during interviews. With plenty of extra experiences communicating through Q&A to determine wants and expectations from sales situations, the truth is, the happiest people will ever be is when “Is that what we decided to do?” or similar matters get handled right.
A different POV
Having umpired Little League baseball the last two weekends, I’ve had three situations with balks resulting from batters that I didn’t allow a time out to just because they asked for it. Managers want to disrupt a pitcher’s rhythm when he’s working well, but I very seldom grant any requests when the pitcher is ready and a batter gets in the box.
Specific point: Unfortunately, the pitcher has to release the ball or yes, it’s a balk, even though one stopped because the batter was stepping out, without knowing I hadn’t given him a time out.
Late in a semi-final game, I have to allow the runner from third to score that way, and there is a third hoo-hah! with a particular coach. Best outcome: The ‘customers’ are really the spectators, and with that correctly handled balk call – even against their team – and two others in a wild game, one guy calls me to the fence with a “Hey Blue! I want you to know, I’ve told the tournament director he needs to do something about that screaming coach who charged you. You’re running things right, and we all got your back out here.”
THAT’S what I’m talking about! Customer satisfaction seal of approval.
Umpiring has been good extra cash – $400 last weekend – which helps make things happen like this move back into the Real World, after brother Mike and his two dogs head off into the sunset in his 37′ RV.
It’s always been his clear goal, and I knew this day was coming from the moment one of those “guaranteed cash offer” people briefly toured the house over three months ago and he signed immediately.
No, I didn’t get serious about the search until this month, and while its true some of the online operations – Roomster leaps to mind – are bona fide (mostly) scammers, I’m confident the cash from three full weekends income will allow this move to be smooth.
My point in mentioning this is how stressful such situations are for others, too.
Staying awake from before 5:00am, that’s never been a problem before. Like during the Great Recession years, I wonder how parents with tuition, car payments, and mortgages made it on retail wages. I was single, chiseling every nickel, and still wound with significant credit card debt. Others used their accumulated cushion to get past the last economic problem, and it won’t be available this time around.
My time essentially runs out in this house on the 23rd. I’m about half-packed, and while I don’t *think* I’ll wind up sleeping in my Hyundai, it’s going to make a difference how soon a real person responds to my phone messages. It’s also going to be an upheaval of way large proportions for MILLIONS. Families large and small are going to experience some REAL dislocation the end of June, when the protections of the pandemic social net expire .
Having stayed one overnight a month during the colder months for a Room in the Inn ministry for many years, I didn’t question that, with only minor changes, I could be some of those people.
Umpire-wise, I’m neither out nor safe in the moment. On the good side, I do have cash in hand now…
‘Non-pandemic healthcare’ puts COVID concerns “over there” for a little while, because while all metrics show we’re leaning into another wave, https://carolinapublicpress.org/29967/coronavirus-in-north-carolina-daily-status-updates/ life goes on. Beyond ‘low grade depression,’ ‘cabin fever,’ or ‘just sick of it,’ concerns for elderly others, taking care of one’s own meds, and how an uninsured person pays for what’s necessary still constitutes healthcare .
“I have to leave here with meds” was the point of a recent office visit, and the essential question was, beyond a $75 office visit, how necessary was anything else to get those blood pressure pills? Recalling a 2019 appointment, when ACA coverage had a $740 tag for bloodwork and whatever (I paid $20 for office visit), I appreciated a helpful worker taking care of my “no insurance but a long time client” situation when I showed up.
While getting my meds from my regular doctor as a walk-in was relatively easy, the customer service skills of Loretta, a listener and ‘pleaser’ type, is worth mentioning. It turned out I didn’t need a physical at all, just to be SEEN by a doctor, to allow a prescription to renew. It was a small revelation to learn I could’ve been seen in July, I’d assumed everything stopped with COVID-19.
I used to think I was doing great when talking with senior center personnel; its as much their training to listen completely to seniors, who often can’t get straight to the point. Still, yay! for smart helpers like Loretta to make situations like mine just a regular thing.
After 16 months without being physically seen, an online service ($19) I tried could only renew my previous prescription for thirty days – its usually 90 day supply plus refills. While I got decent telephone support (and some sympathy), and the online version had only been up four months, there was a frustrating number of screens to view without seeing a choice close to my blood pressure priority.
There were more expensive options, where video connection replaced lower cost version, but it was an ungood surprise at pickup to learn all the effort only gave me a month supply.
It turned out I didn’t need a physical, just to be SEEN by a doctor, for my prescription to renew.Two hours and one blood test (kidney function check vs. med) later, Loretta rang up a satisfied patient for $115.
(Still way) Healthier than most
This was the first time I’ve been beeped for temperature (97.2) during the pandemic, and I’ve been hunkered down for seven months. I’m 63, 193 lbs. (same weight forever), and until an August bicycle accident, was riding thirty miles a week.
My BP was 132/82 that day, higher than normal by 15 pts., and I blame the first front person, at a different, earlier clinic operation I tried before Loretta (Novant).
Person #1 was right in suggesting I could go elsewhere if the pricing ($99) answer she’d given for my visit – instead of Prescription Refill ($89) function from their web site – wasn’t satisfactory. If she’d done as good a job explaining the difference, I’d have gladly given her my card without griping about it while driving seven miles and getting Loretta.
ACA coverage – better than I knew
Because its a big deal in the news, and will shortly be a case in the Supreme Court, I’ve appreciated having ACA coverage since it became mandatory, especially it handling most of a $6,900 bicycle accident and a knee replacement that rejuvenated my lifestyle at sixty.
I never needed to compare how much a $250,000 a year dentist covering a couple kids paid, but I lost my coverage in January because – after hoping a particular deadline falling on Sunday would work out – being a day late meant I needed to pay $970 for the first month of coverage. As for many Americans, having a large unexpected bill was a real problem, and the economics of food and rent overruled insurance.
That old “When you’ve got your health…” bromide still works, and millions are ‘skating,’ trying to make it through these crazy and stressful times. Seeing the worst kind of communicable health hazard appear without any coverage is a yikes! experience.
The “better than I knew” aspect was getting a check ($13 and change) from Blue Cross/Blue Shield because ACA had only used 79.1% (instead of mandated 80%) of premiums in 2019, so they split the difference among the masses. That’s got to change your attitude about all government programs as screwed up.
I’ve been “hunkered down” for seven months now, and had two bicycle crashes, one with actual injuries. That I paid a mere $8 for an anti-bacterial that a PA indicated I should get to handle what was a bit of infection in leg, doesn’t encompass how ugly the possibilites could have gotten.
People hear bike accident, they ask if you were wearing a helmet.
Yes, always, same for mask wearing, except when I’m moving 15 mph.
Ask questions, get answers
Things are more than a little confusing and scary right now, but there SHOULDN’T be any confusion about wearing a mask as worthy of doing for the good of all, and taking care of regular, non-pandemic stuff counts just as much. For many, that includes a loved one who needs extra attention, and speaking with people – ie. Loretta and my Mom’s doctor – who have specific information about specific situations, is still the best way to learn things.
Medical and nursing personnel know what’s going on, but they won’t just start providing a lot of “then this and then that” if you don’t ask. The people caring for Mom know she’s a ‘fiesty sundowner,’ but there’s no reason to think an elderly parent knows how they’ve reacted to a change of any kind.
Elementally, this is what my sales and journalistic training makes me good at, becoming a subject matter expert (SME) to the extent I can ask, “What about A, B, or C situations?”
When two brothers and I had 15 minutes of discussion with the doctor regarding the course of my mother’s medications, the reason for reducing or adding particular ones, and his most recent – that morning – meeting with her, we all got the facts at same time. BIG chunk of good intell there, even if events since then haven’t been as positive.
According to her doctor, she was admitted with a bladder infection – UTIs happen more than it should, she just won’t drink enough fluids – and antibiotics in seniors often change personalities. Though she’d only changed meds four days to that point, “her lab work was good, and she’s still a little bossy, but not physical” was legitimate. They’re aware of not ‘bombing her out,’ and she’d probably need most of two weeks to adjust to what her body was getting.
trump says he was low-keying things (“its like flu”) to avoid panic about COVID. In real life, most of us want the straight up information.
There won’t be any visits where she is, although two of us can have an hour together at her senior community after she comes back. Only one vendor reported to have broken protection there, which I trust. I relayed things to brother #4 in upstate NY, and particularly at this point, knowing what you can’t see or affect is being handled the best way possible, makes a solid difference in stress levels for others.
A quickie story
Although it represents very different circumstances, before she moved to assisted living side three years ago, she was in the hospital with afibulation problems. Four oncology doctors (that’s cancer arena) told me that, after a “sugar scan” they’d waited three days to take hadn’t shown anything “we’d still like to get a snip from inside the lobe.” What seemed like an unnecessary step – with a rubber-hosed scope the size of my pinkie going down her throat – had me smiling though.
“Thanks for the explanation, I think I have enough information here to accurately pass it along to everyone else. I’m not sure I’d go for anything invasive like that, especially involving anesthesia, but Steve is the one you’re really going to have to convince.” (FYI – No.)
Legally and operationally, someone has the final say on higher order senior healthcare. Voting at times of high stress rarely satisfies everyone involved.
Long, short, immediate COVID considerations (for me) start with keeping as close to home and always being masked for the last seven months (and yes, maskless clowns still tick me off), but I’ve decided to take care of what I can. They won’t go away after any election, but thus far, my steering clear of others has been successful.
We’ll see how that works out when I’m a poll worker for 15 hours next Tuesday.
Our church-related (St. Gabriel Men’s Club) community group had its first gathering since March in early October, a bring-your-own-chair with beers and brots, fire pit and comaraderie for a couple hours in the parking lot. We have a significant mix of much older fellows, so everyone wore masks.
We won’t have a Christmas tree sale (a 34 year tradition), the overnight Room in the Inn program (rated for 20 beds) for homeless is off, but we’ve still managed our furniture pickups for another ministry. It’s always done with masks on, and without doing the usual cooking and prep work once a month, paying for food at the Mens Shelter is the best we can do.
More immediate is my brother’s three days in South Carolina with his Mustang group this weekend – how many people can you trust when mothers send kids who have been exposed to school? I’ve been lax about wiping surfaces, but how many people might he be exposed to, was there a “less careful moment?”
With ZERO chance of attending a ‘super-spreader’ like trump’s Rose Garden events, and minimizing the moments here and there that become exposure, I’m doing the best I can.
The CDC changed ‘exposure’ from 15 minutes with same (tested or not) positive person to TOTAL 15 minutes in a day. That’s a legit piece of information, not to be discarded like trump’s continuing to hark back to “Dr. Fauci said no mask, now he says wear mask” like its sooo confusing. ‘Don’t’ was in March, not last week. As a current PSA points out, “This is a mask, not a political statement,” but we all wind up being at risk with non-maskers.
Being a good patient counts
Having $115 in checking account to pay for the office visit and a single blood test (checking for any kidney change) was a solid investment in my health. I didn’t have that available the week in August, when my bicycle tire torqued loose on a greenway ride, and as they say here in North Carolina, “I got tore up.”
A ‘skaters’ example of healthcare economics – A week after the accident, while doing a furniture pickup for that church group, a PA (physicians assistant) who pointed to a gouged-up leg and told me what I needed as an anti-bacterial to fight infection, THAT is a reason to use something. Within four applications, you could see results. Healthcare investment – $8, and thankfully, she was wrong about a possible torn ligament in my swollen ankle.
Having worn a helmet since (luckily) just before the first time I truly needed it years ago, “An ounce of prevention is worth a pound of cure” is still a good way to look at things like COVID and masks.
That long-promised stimulus check is finally in the bank, and that’s an economic situation working out. I feel for the millions who don’t have even that much control over what’s coming next. I’ve worked from a depleted refrigerator and cupboards along the way, but I *could have* gone to get groceries; it hasn’t been a choice between the food and medicine, or rent. No insurance, I sure dodged a bullet on that score.
A primary personal healthcare habit
Two bike accidents since end of March lock down aside, I consider cycling a primary personal healthcare habit – it gets a major share of credit for my continuing good body maintenance. Regular shooting of baskets is a habit from way before any pandemic made solitary activities the rule, and after a week of lousy productivity, I recognized-rectified fact the CBD oil I neglected to order (300 mg) made a difference with ‘anxiety’ levels and focus.
‘A dark winter ahead’
Right now, the fact of 100,000-plus reported COVID infections daily should create some awareness among non-maskers that attitudes and actions need to be changed. The sheer math of projected 100,000 a day over 78 days from elections to when Biden (please God, give us a chance!) can put something in place instead of “herd immunity” nonsense, is going to be necessary for survival.
Healthwise, the entire Midwest – actually 41 states – are statistically on fire, and our healthcare front liners are already exhausted. Those aren’t resources we can replace like another box of wine in the fridge.
I have three brothers and a mother with underlying factors that make COVID exposure a real threat. Yesterday I brought flowers with a chocolate bar (cookies and cream) and a nice note to her senior community nurses. I don’t know if she still reads the paper regularly, but the note said she wasn’t going to get let loose for trick or treating, chew on this. Also, chocolate brings a similar reaction to being hugged, and this was best I could do because I couldn’t see her.
For any changes on COVID to begin will require many, many more people doing things they may not want to.
The only perfect healthcare solution available is petting the dogs or other pets. That’s always a freebie, an organic anti-stresser.