Customer service is a loaded word. Quite often, businesses treat their customers with a total lack of service whatsoever. In a post a while back called: Customer Service Is Closed... Literally, I spoke about how I felt at the lack of service at a local Wal-Mart.
Today, I am writing to tell you of a recent experience that offers a perfect example of how customer service should be.
Recently, my son went to the doctor with a respiratory issue. Nothing serious, just some congestion that was making it difficult to breath. After seeing the doctor, my wife headed to Walgreens to have my son's prescription filled. Typically, my wife will drop off the prescription in the afternoon, and I will pick it up on the way home from work.
On the way home, I stopped by the Walgreens drive-thru pickup to get the prescription. They had no filled prescription for my son, or anyone else in the family. This seemed odd to me. After a couple of minutes of searching for it, they found it in the basket of unfilled prescriptions. It had been dropped off at 12:30 pm, and it was now around 7:00 pm. Plenty of time to have it filled.
I did not complain. The pharmacist technician apologized for the oversight and asked if it would be okay for me to wait a few minutes. I agreed, and about 5 minutes later, the technician came back with the prescription.
She sent the prescription out the drive-thru tray and once again apologized for my inconvenience. I asked her how much I owed, and she replied: "There is no charge today sir due to our oversight and your inconvenience. Granted it would have only cost me $10 in copay, but still, I was impressed that they did that.
In my experiences with other pharmacies, I have come away with a much poorer impression of their quality of customer service. I used to go to CVS, but due to the fact that their technicians seemed inefficient and rude (at least at my location,) I switched to Walgreens when they opened across the street.
It is experiences like I have mentioned above that make a strong impression on me as to who can earn and keep my business. At this point, unless I have an absolutely horrible experience there in the future, Walgreens will have me as a customer for life.
What examples of exceptional customer experience have you experienced? Has some company treated you so well, that you will go no place else for particular products or items?
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