The One with the Voice Mails

You have six messages. Beep.

Three of those messages are hangups. One is a robocall from an elected official. Two are doctor appointment reminders–one from my son’s orthodontist and another from the sleep doctor.

I suspect it can’t be a fun job to call a few dozen people and leave these messages. I imagine it is a tedious but necessary task. Funny enough, the two voicemails could not have been more different, and it’s all about a positive attitude and a moment of kindness.

To compare, the first message was from Nicole from the orthodontist.

Hello. This message is for Andrew to remind you that you have an appointment with the orthodontist at 8 am in our Ambler office. Thank you. Click.

While it was professional, her monotone voice did not seem to recognize Andrew as a valued patient who has been going there for the last three years. She also left the message at warp speed. I had to replay the message twice to confirm the time and the location.

Then, Bonnie from the sleep clinic called. Her singsong voice was friendly, patient, and coming from someone who loves what she does every day for a living.

The message started fairly routine. Bonnie reminded me of my appointment and to bring my C-Pap machine chip if I have one (I do not–yet). She added that the garage I would typically use is closed for repairs, and I would need to valet park or go to one of the other lots. “And bring your parking ticket with you so we can validate it for free parking.

FREE PARKING! NICE!

But Bonnie didn’t stop there. She noticed I was a new patient and took the time to tell me exactly where to park complete with the street names and a landmark (across the street from the police station). She told me which building the office is in and spelled the name of the building. She advised me of the most convenient hospital entrance to use to find the office and to please come earlier than usual to fill out some paperwork.

Now, I’ve been going to this hospital for years. I delivered both of my children there. I’ve visited the emergency room a few times, as well as doctors’ offices. It is still quite the maze to me, and I’ve come to expect that when I go there, I will indeed get lost.

But I don’t have to worry about that now. Bonnie eased all of my concerns without my ever asking. Not only did she give me vital information, but her tone of voice struck me–as if I was a friend or a daughter–not a patient.

In this crazy world, it’s this sort of kindness that I crave. I’ve never been to a sleep clinic before, and I don’t know what to expect. However, I do know Bonnie will be there to welcome me.

5 comments on The One with the Voice Mails

  1. Patricia Selmo
    October 6, 2019 at 1:17 pm (1 week ago)

    Love this – customer service – and yes, kindness, is so important and it can be just the little tings that make the difference between a great experience and a mediocre one!

    Reply
    • Elisa Heisman
      October 6, 2019 at 6:11 pm (1 week ago)

      Yes, it does make a difference! Thanks for reading!

      Reply
  2. kelly
    October 7, 2019 at 8:32 am (1 week ago)

    good customer service is a must… but in this day and age it can be hard to come by.

    Reply
    • Elisa Heisman
      October 7, 2019 at 1:31 pm (1 week ago)

      100% agree! Thanks for reading. πŸ™‚

      Reply
  3. Aletha McManama
    October 7, 2019 at 4:06 pm (1 week ago)

    Wow! I love how Bonnie was so descriptive and informative with her information. It’s not often you get someone like that to be so helpful. I would have appreciated her telling me all that because I am so directionally challenged. No lie! Great customer service! I’m sure you’ll be walking into that doctor’s office looking for Bonnie. πŸ™‚

    Reply

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