Posts tagged 'CustomerService'

Customer Service Week is a time to recognize and celebrate the vital role that exceptional customer service plays in the success of any business. Time and time again, our customers say that Z&Z Medical consistently stands out for providing the best customer service in the industry, hands down.

Great customer service is the lifeblood of any successful business. It goes beyond just meeting the needs and expectations of customers; it's about creating memorable experiences that foster loyalty and trust. Z&Z Medical understands this fundamental principle, and our commitment to outstanding customer service is evident in every interaction we make every day. At Z&Z Medical, providing exceptional customer service isn't just a department's responsibility; it's ingrained in our company's culture. Every employee, from top to bottom, understands the significance of putting the customer first and this customer-centric approach sets us apart from the competition.

Our dedication to customer satisfaction is evident in responsiveness and attentiveness to our customers. Whether it's a quick inquiry, a complex issue, or a specific request, our customer service team is always ready to assist promptly and effectively. Customers know that they can rely on us for dependable support. No two customers are exactly alike, and we at Z&Z Medical recognize this fact. Our team goes the extra mile to understand each customer's unique requirements and provide tailored solutions. Whether it's assisting with product selection or addressing specific concerns, our goal is to ensure that every customer's needs are met.

A commitment to exceptional customer service means continually striving to improve. We actively seek feedback from our customers and use it to refine our processes and enhance the customer experience. This dedication to self-improvement ensures that we remain at the forefront of the industry. But what truly sets Z&Z Medical apart is our willingness to go above and beyond our customers expectations. We don't just meet expectations; we exceed them. Whether it's finding creative solutions to challenging problems or walking through the best product fit for their needs, we feel our customer service team at Z&Z Medical consistently demonstrates the unwavering commitment to our customers' success.

As we celebrate Customer Service Week, it's only fitting to acknowledge the Z&Z Medical Customer Service Team as a shining example of excellence. Their dedication to putting the customer first, their responsive and knowledgeable team, and their commitment to continuous improvement make them the best in the industry!  We don't just sell products; we provide exceptional experiences, and that's what sets us apart. Here's to the Z&Z Medical Customer Service Team, the gold standard of customer service in the Radiology Industry!

This week is Customer Service Week and we thought it would be appropriate to talk briefly about how good customer service is achieved at Z&Z Medical. As a business owner we always like to brag about our companies and sometimes the stories can get a little exaggerated. But I have to say that the following comment is no exaggeration about our company. The number one comment we get from customers about Z&Z Medical is, “I love your customer service”. We read it on Google reviews, get emails and phone calls with that comment and hear it from customers that were referred to us form someone that made that comment about Z&Z. It’s a very satisfying feeling to know that our people do what ever it is that produces that comment so often. Now I wish I could tell you the formula we use that causes our people to offer such good customer service, but I honestly don’t have that information. So, I’ll do my best to explain my assessment of where this attitude comes from.

First and foremost, I believe much of it comes from being located in the Midwest region of the US. And not only the Midwest but also a small town, less than 40,000 people. We are made up of farmers and small businesses that run at a lower stress level than many major populated cities. We are raised to talk to our neighbors, say “hi” and wave and even offer a helping hand to someone in need. We don’t sit in long lines of traffic or waiting lines at the coffee shops that often cause stress levels to rise which are then carried right into the office and our daily work. Our nature is just a little calmer and friendlier than you find in crowded cities and our attitude toward life is just a little more relaxed. This natural attitude helps to offer a little more patience to customers and the desire to go the extra mile to ensure we meet the needs of our customers. It seems to come naturally and not something that we have to be taught. That’s not to say that we don’t have a temper or don’t get angry. It just seems that our boiling temperature naturally runs a few degrees below someone that deals with the hustle and stresses of big city life.

Another area that helps to offer good customer service is the atmosphere that we all project in our office every day. I know the office can be a source of tempers and conflicts of personalities, but the owners and supervisors always project an attitude of getting along and working together to get through the day. Rarely will you ever hear someone raise their voice to a co-worker or subordinate. The attitude in the office is one of kindness, acceptance and getting along with the group. With this attitude in the air, it makes it hard for someone not to adopt that same outlook toward their job and the customers. They see this approach is how we treat people around here and it makes them want to fit in by doing the same. Once you adopt that attitude toward your co-workers, it becomes natural to treat the customer the same.

And finally, I think one of the most important things when it comes to offering good customer service is to always reply to a customer request and doing so in a timely fashion. I am amazed how such a simple thing as answering a customer’s question is so overlooked. By replying to the customer, it gives them a sense that someone is working on their problem. This seems like such a simple thing but I cannot tell you how many comments we get thanking us for calling them back or emailing a response and also for following up so quickly. In this time of staff shortages and low worker morale the customer is so pleased by just getting a response to their issue and knowing that a real human is working on it.

One last thought, the next time you are dealing with a sensitive customer service issue, try to look at the situation from the eyes of the customer. Just like you, they too have stress, deadlines and worries in their day. Wouldn’t it feel good to be the one that takes just a little of that stress or worry off their shoulders for a few minutes. Never miss an opportunity to make someone’s life a little better.

Customer Service is our Top Priority at Z&Z Medical. You have direct access to our sales, customer service, and leadership teams. We don’t outsource our customer service teams. We are on-site, available, and ready to help!  Available via LIVE CHAT, Email, or by Phone 800-410-9575.

Have a question about a product, need pricing, or need to find a unique product?  That’s what we are here for.  Reach out to our team today!

October 4^th kicks off Customer Service Awareness Week. With that in mind, I thought it only appropriate to talk a little bit about what customer service means at Z&Z Medical.

Customer Service is talked about in almost every business in America, which is a good thing. But it’s only a good thing if you couple it with the word “good”. In other words, every business offers customer service, but how many can say they offer good customer service and then back it up with meaningful action. When I think of customer service, I come up with two categories, customer service during the sale or course of business and customer service to an unhappy or less than satisfied customer.

During my professional career, I have always found that if you offer good customer service during the sale or course of business, most of the time you don’t have to deal with customer service with an unhappy customer. Even if the product that they purchased is not working properly or up to their expectations, if their experience during the service was a positive one, they feel inclined to believe that the company will take care of their issue and get it corrected. At Z&Z Medical we always choose an approach of understanding the customers’ needs as well as being courteous in our actions. Most people are honest, so it is never our approach to question what the customer is saying or accuse them of not knowing what they’re talking about. An open ear and concerned attitude to a customer with a problem will go along way to establishing a good relationship. When they feel that their problem is the utmost concern to the individual that they are talking too, it puts their mind at ease. Once that relationship has been established, the customer will be much more understanding and patient should problems arise after the fact. This happens naturally as a result of the sales or service technician making them feel important. The customer then feels inclined to offer the same feeling of understanding to that business when things go wrong. If the sales or service tech was unprofessional or rude during the sale or course of business, the customer is very quick to take the attitude of “I want it resolved NOW”. This is just one small reason we feel it important to offer good customer service during the course of business. You don’t have to be a dish rag, but some sincere concern and courtesy will pay big dividends in the long run.

Now what about the situation we all hate, an unhappy customer. This usually is one of the most uncomfortable and stressful situations when it comes to customer service. When dealing with an unhappy customer, the goal needs to be to convert them to a happy and loyal customer. For this to happen, good customer service is critical. Sometimes I think companies take the attitude of “just give the customer their money back and they’ll be happy”. It sounds good but if the customer is upset over a bad sales experience and the customer service rep says, “no problem, here’s your money back, thanks for doing business with us” and sends them on their way, the customer might be left with a bad taste in their mouth and their bad experience might have just gotten worse.

At Z&Z Medical we approach an unhappy customer with the understanding that they have a problem, and it is our ultimate goal to rectify that problem. If we can rectify the problem, all will be good in both worlds. If we can’t rectify it in a manner that is acceptable to the customer, the business could suffer far reaching effects of the customers dissatisfaction. We live in a time where every citizen has a microphone to speak to the world through multiple channels of social media. It’s amazing how many people use Google, and internet reviews before buying something or doing business with a company. That one bad review about your company on Google could cost you a lifetime of missed sales. This is why it becomes critical to convert every unhappy customer into a happy and satisfied customer. And sometimes converting unhappy customers to happy customers means, no matter what the cost. As a business owner or manager, you never want to lose money on a sale. So, when you get in a situation with an unsatisfied customer and the sale starts to go into the red, you must take a big picture look at the situation and make some critical decisions. My dad used to say that education costs money and the education and cost is not always academic. As always, I have found that my dad was correct. The education was that, if a customer isn’t satisfied, they will tell as many people in their circle of associates about their bad experience which may ultimately cost you future sales. The cost would be spending or doing whatever it takes to make that customer happy even if the problem wasn’t caused by your product. This could come in the form of a full refund or offering to cover the cost of down time or loss of revenue during the period of lost service due to your product failure. These costs of course have limitations, but I think you get my point.  After all is said and done, you end up with a happy customer that will return for more business and share the good experience on their social platforms and the company will have a little less money in the company bank account for a short term.

I had a situation recently with a good customer that helps prove the point of spending money to keep a customer happy. The doctor bought an x-ray room and digital imaging equipment from our company. He called me one day and was getting bad images. After some troubleshooting, we discovered that the x-ray tube was bad and needed to be replaced. It was covered by a 12-month warranty but after doing some checking I found that we installed the room 14 months previous. Obviously, the tube was defective from the manufacture because there is no way it should have malfunctioned in that short period with only moderate use. So, we had a customer that needed a $3,800 tube that was only 14 months old. I knew that if I asked him to pay for it, my company wouldn’t sell another piece of equipment to a Chiropractor in my state for quite some time. I made the painful decision to buy an x-ray tube and charge him nothing. We ended up with a very happy and satisfied customer. The customer knew that my company paid for the tube out of our pocket, and I know he made sure to share that with many of his colleagues, just as he would have done if we would have left him as an unhappy customer. In the end I believe we both won, and we now have a customer for life.

Education costs money.

It’s easy to offer customer service, but the better plan is to offer good customer service.