It has been an eye-opening, transformational and mind blowing experience since I had my slippery accident at a shopping complex that left me with a broken bone in the ankle region. I am a firm supporter of customer/client service and I have now realized that ever since I had experienced a bit of exposure with Consumer Watchdog Botswana.
It has been immensely beneficial because my outlook on certain aspects of life in terms of service. These have shaped me as an individual to remember that being ‘an active member’ in this movement is not for me alone but for those who aren’t aware of certain issues.
As a PR Management professional; I have now more than ever realized that there are so many loop holes that are overlooked by some organizations that can potentially bring harm unto them more than good. Most keep on utilizing the old traditional methods of putting things under the carpet instead of taking accountability and responsibility. A customer/client’s complaint does not constitute as ‘negative’ all the time. Tapping into the minds of your client’s emotions; is an added advantage and organizations who take heed often become more sensitive and aware on so many levels.
I slipped and the public passersby tried to assist; a security guard came to the scene; a gym instructor; a medical rescue personnel and a nearby health clinic came by but didn’t have a stretcher. After my friend had consistently contacted police and other rescue service providers; there was still no advancement. During his attempts; I was even asked by some medical personnel my details over the phone; in that excruciating pain. I thought, how heartless is this? I am in pain and you are busy asking me of too much data when asking limited info can eliminate my irritation and negative experience. After all, experience is what a customer/client remembers and shares to those they meet…a ‘TESTIMONY!’
I mean what happened to just capturing the essentials such as…if I have a medical aid and my ID number to confirm? The intricate parts could have been captured as of when I was being ushered by the medical rescue company or at the disposal of the hospital. It was only when we were struggling to contact a medical rescue organization when a medical rescue practitioner assisted as he was an employee at MRI. His faith in him organization as a brand paid off. MRI came to the scene and rescued the situation in 15minutes. We had been waiting for others for 45minutes waiting for help by others but MRI’s response within 15minutes given the traffic situation which was quiet densed up was impressive!
They were so professional!! I was so aware of everything and they made me feel safe and to entrust them in ensuring that I am stable. They won my trust with the way they handled me as their client! I have been to the doctor for 4 check ups so far and his team is awesome. Yes, it’s a private hospital and one may say that but it’s time for other service providers whether private, parastatal or public to feel the need to emulate what works for them after numerous bench-marking intervals and monitoring the trends within the industry and against their competitors.
As I have forced to ensure that my bills were settled; I have had to resort to cashing at ATM’s only to find that there are no ramps. Therefore; exposing me to more risk. I had to get to my other banks which requires me to go inside the establishment because of the nature of the accounts. I was being driven by my younger brother and to our dismay there was no parking. I had to maneuver with crutches for 15-20minutes…hopping up and down. I entered the bank drenched in sweat and the employees had no oust of emotion to come to me and assist. My younger brother who was driving me around looked around and approached the security guard. My concern is that the security guard is expected to do so much that the employees forget that if there’s a threat of security he/she will be the one to blame!
Nonetheless; he assisted with a smile to a level that to me felt that him being titled a security guard was an understatement. He was an all-rounded employee who captured the essence of what the ‘brand’ was about of the bank more than the employees themselves. I went hopping to the teller queue but luckily there was no queue. I looked the teller dead in the eyes with no smile. He was nervous and suddenly sensitive to my challenge and helped me wholeheartedly.
When I asked him what the name of the security guard was he had no idea and asked his colleague. I then asked where their manager was and the teller became really nervous asking what he could assist me with. I re-assured him that there is nothing wrong with his service. Turned out the manager was at the manager’s meeting…he/she was lucky! Not that I was going to throw the toys out of my cot but I needed to understand what I am in their eyes? Do I matter? I have been an able body and now I am a bit challenged and there was no one except the security guard who served wholeheartedly.
As we made our way out… the slope I had to decline was very steep and risky to attempt. I was forced to go down the steps which also required serious concentration and balancing. I called on the security and asked what measures are in place for clients such as me and physically challenged ones. He explained that indeed there is a procedure that is followed. I asked why I was not afforded this attention and he apologized. I thanked him and said that I would come again to the bank and lodge my concerns as their client.
After my check up at the hospital; I was ushered by my insurance executive for a medical check up at a medical testing centre. Upon our arrival there was no provision for a physically challenged person; no steps to accommodate such occurrences either. Just a huge space from the ground onto the veranda of the entrance. I was waiting outside in the harsh sun; awaiting assistance. When he came back; he said that the person asked that I wait. I then had diarrhea…I mean what could have possibly caused this reaction I do not know. My insurance exec became restless and luckily there was a muscular biker man dropping some deliveries and he approached him for assistance. Without that I would have had an embarrassing experience.
One thing was apparent…infrastructure within the buildings around the city need SERIOUS ATTENTION!! As if that was not enough…at my final destination before returning home; I had to ascend a ramp to get to my other bank. There was a heap of sand and some bricks. The sand particles were to a degree located at the beginning lower part of the ramp. No signage, no demarcation just like at the shopping complex I had slipped at.
In my opinion, any organization that views itself highly; should be in full view of the fact that this doesn’t mean that there is no room for improvement. Often these organizations become too complacent and too comfortable which isn’t ideal in the modern age of being client centric.
Be prepared; monitor; review and adopt! Anything can happen and when it does — LEARN FROM IT!!! A client’s complaint can be your strongest tool against adversity!!
God bless!! Hear the ‘Word!!’ Lives matter and you do too!! Safeguard as much as you can; you owe it to those who support and invest in you!!!
mamkeke82 