Eye Witness to a Grand Slam

Recently, I called Memorial Herman Hospital Northeast in Houston to schedule an x-ray.  I was surprised and doubtful about what they told me.  "You don't need an appointment you can come anytime during business hours."  I inquired about when was the best time to come.  "Anytime we are open is the best time to come."  I thought, sure, right, been there, done that.  

Once I signed in I was given a beeper and told it should be less than 10 minutes before I am called.  And it was.  The lady at registration was pleasant, efficiently took all the necessary information, had a warm smile and knew how to build rapport.  Next, she introduced me to her colleague who was charged with taking me to the waiting area.

My escort introduced herself then gave me an index card with a password posted on it. She wrote her name on the back underneath the name of the lady at registration and asked me if I would please stop at a small computer on a pedestal we passed before I left to give my feedback about my experience.  I am thinking-- are you kidding me?  

After I changed into the gown, my friendly and engaging escort took me to a private waiting cubicle with a recliner and a TV.  She offered me a warm blanket and something to drink.  Then she explained, "I will go see how long David will be."  One sip of my bottled water and she is back.  "He will come for you in less than 15 minutes."

David shows up sooner than expected.  Extends his hand, smiles and says follow me. The simple procedure was over before I knew it.  David walks me back to the waiting area, adds his name to the card and reminds me about my password and to feel free to mention by name anyone I had contact with today. I wanted to break into a run to get to that computer to enter these customer service major leaguers names!

How did Memorial Herman pull this off?  They didn't skip a step in making this an awesome customer service experience.  They have high expectations, must have impressive training and no doubt they have in place a key best practice...they inspect what they expect.  

If what Memorial Herman Northeast has going on here is contagious it could put someone like me out of business.  

Still learning, 

Honey