A few weeks ago, our blog was not working. The post was mailing out properly but when you tried to leave a comment it would not let you. This normally would not be an issue, but since you had to leave a comment in order to be eligible to win a book, it was a REALLY big issue.
I am not tech savvy at all and one of the reasons I hired Heather, as my virtual executive assistant is to get the blog online. When this issue came up, I was no help. Heather could not figure it out either, so we emailed our tech support “guy” to ask for help. His initial fix didn’t work so we had to get in touch with him again to get this fixed ASAP.
The good news is he ultimately did get it fixed. Unfortunately, his communication style involved being condescending and talking down to us. While I am grateful for his help, it is stunning to me that anyone would treat a customer this way.
I was hoping that we were misinterpreting his emails but I called him out on it and he said, “He was sorry I felt that way”- Awesome- thanks for caring so much!
A few months ago, we had Brian, an old client, come up from Charlotte so we could do a second TPLO on his dog, Hunter. Surgery went well and Brian wanted to take Hunter home, which was fine with us since he had been through this before. Overnight, Hunter had a little blood oozing from the incision and Brian was concerned so he took Hunter to the local emergency clinic.
Thankfully, all was fine but what was shocking to me was how the emergency veterinarian made Brian FEEL.
She told him the bandage was unnecessary and that “her surgeons” didn’t use them. She asked why he had the surgery done in Raleigh and he told her because he knew us and we were also significantly less expensive than the surgeons in Charlotte. She then told him he should have had the TPLO done at NCSU and he (correctly) told her they don’t actually do TPLOs (they perform TTO’s) and she proceeded to argue with him about that. Crazy-right?
The reason I bring up these two incidents is not because the expert in either situation did a lousy job. In fact, our IT guy responded quickly and ultimately got it fixed. The veterinarian examined Hunter and eased Brian’s mind that the small amount of blood was fine.
These “experts” they did their job BUT they both made their customers feel BAD.
Who knows why they did this-maybe a bad day or maybe they thought we were idiots? Does it really matter? All I know is Brian will NEVER step foot in that emergency clinic again- he will drive to one further away where he is treated like he should be.
For us, we are cringing because we may need to call this “IT guy” again for help-we feel stuck because we do not know who else to turn to when there is another issue. I can tell you though, Heather and I both hope whoever helps us makes us feel BETTER instead of making us feel BAD.
It is not enough to be the expert. If you want to do well, then you better be the expert who also goes out of their way to make their customers feel like you care!
Have you ever been in a situation where the person helping you did their job but they made you feel terrible in the process?