The Waiting Room Online

Think Different

On Friday we had our quarterly Planning Meeting.  This meeting is a great opportunity for us to re-group, re-focus and be inspired.  The following clip is usually played and is definitely a staff favourite!

 

Q.D.F (Quote Day Friday)

Never confuse education for intelligence.

I LOVE this quote - It's a favourite of mine!!

We want to know your favourite which is why you are being sent a blank Quoaster next week....

Fill in your blank quoaster and send it back to us and you will go in the draw to win a bottle of wine and a guaranteed entry into our 5th Edition Quote book!

(This is your chance to be famous)

Winner selected: 30 May 2012 and the winning quote will posted here on our blog!

Is this Customer Service?

Yesterday I wanted to purchase an electrical product from a large NZ company so I visited their website and placed my order. On the last screen it confirmed my payment was processing then flicked back to a screen shot showing my delivery address.
I thought it was weird that I wasn't taken to a confirmation screen and after checking my email I realised I hadn't been sent a Confirmation of Order email.  
I attempted to purchase the product again, thinking surely it hadn't gone through.  Before I clicked 'process payment' I had a quick read of the Terms and Conditions and realised if I doubled up on the order, there was no way they would give me a return.  Not a risk I was willing to take.

Abandoning my cart, I clicked the 'Contact Us' page and thought I better get in-touch and confirm if the original order was actually received.  To my surprise there was no 0800 number or any contact number listed- simply a form that I could fill in and submit.
So in went my details and I received an automatic response email telling me 'some-one' would be in touch with-in 48 hours. Can't believe it would take that long to answer an email!

I ended up calling one of their branches directly, and was transferred around several times.  The last Customer Service person I spoke with explained the on-line store was completely different and was unsure how to contact them and even admitted he have never looked at the company website.

Unbelievable.

This is not Customer Service this is a Frustrating Experience.

I don't mean to brag, but at Medical House we know and love our website.  We use it daily and we refer to it for information.  If you click on our contact page, we don't hide our details (click here to see it yourself).  We answer your call with-in two or three rings (Robin actually leaps, dives and rolls across the room if he isn't at his desk) and we strive to give you the WOW factor each and every-time.  Some people even call us legendary..... and we loved that so much we made it our official title: Legendary Customer Advocates.
How cool is that!!

ps- Yes I know, I have blogged many times about customer service.  You can re-read some of the posts here:

-Soft Skills

-Customer Chain

-There is no 'I' in team

-Listen

How's your Quoaster?

Each month we have sent our wonderful customers a set of x6 Quoasters made from nice fluffy recycled paper with some great offers and information.  After you have read the offer and ordered the specials you turn them over and read the quotes, while using the coasters to keep your table safe.  (Now that's great Kiwi ingenuity!)

We want to know what you think of them.... comment on the link below!

Q.D.F (Quote Day Friday)

Some wise words from Richard Branson:

JUST DO IT!

• Believe it can be done
• Have goals
• Prepare well
• Help each other

Have fun

• Have fun, work hard and money will come
• Don't waste time - grab your chances
• Have a positive outlook on life
• When its not fun, move on

BE BOLD

• Calculate the risks and take them
• Believe in yourself
• Chase your dreams and goals
• Have no regrets
• Keep your word

CHALLENGE YOURSELF

• Aim high
• Try new things
• Always try
• Challenge yourself

My 30 Days

After a 30 day stint declaring war on pastry, pies and slow-release sweetened liquid cyanide aka energy drinks, it became obvious I didn't challenge myself to lose weight, I challenged myself to be happy.  My war wasn't with the fat-inducing comatose agents called calories, my war was with myself.  Everything is a choice.  If you have a platter of Oysters in front of you, it's your choice that you eat the entire platter (like I did at the Dental Expo 2011), you choose to drink that entire bottle of 25 year old Glenmorangie, you choose to come to work early and leave late, you choose to stay in your volatile relationship.  I am making a choice.  To fail until I succeed with my challenge to be happy.

Posted by RN.

Possess a steadfast intolerance to mediocrity

This month at Medical House we are celebrating Core Value #4....

We are not an average company, our service is not average, and we don't want our people to be average. We do not accept mediocrity from our suppliers or business partners and definitely do not expect our customers to accept mediocrity.
Given the choice (and you have lots and lots of choices) would you choose the mediocre pizza place, doctor, mechanic, girlfriend, …?)
Our customers, team members, suppliers and everyone else we come in contact with, have a choice too…

“Mediocrity is for losers… Dare to be different”
-Seth Godin

Q.D.F (Quote Day Friday)

Such simple advice!

At Medical House we like to keep things simple.  If fact, we pride ourselves on keeping it easy! Easy website ordering + legendary customer service = happiness for our customers!  At the end of the day, that's what we are all about... providing an amazing customer experience for you.  We have 10 Core Values that help shape us and provide guidance to how we conduct business. It's no surprise that, Core value #1 is: Be Easy to Deal with.

Customers, suppliers, and other team members are constantly saying to themselves, “they really are easy!” Our number one core value dictates that everything else we do ensures that dealing with us is Easy!

Click here to check out our Core Values and learn more about us....

What is a TEAM?

Traditional (read boring) descriptions...

"A team is a small number of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they are mutually accountable." (Katzenbach and Smith, 1993)

"People working together in a committed way to achieve a common goal or mission. The work is interdependent and team members share responsibility and hold themselves accountable for attaining the results." (MIT Information Services and Technology)

"A team is a group of people working together towards a common goal." (Team Technology, 1995-2006)

"A group in which members work together intensively to achieve a common group goal." (Lewis-McClear & Taylor 1998)

 

The real deal...

A Team is knowing that you have someone at your back willing to do anything to help you succeed!

A Team is understanding that whatever happens within the team, it is owned by the whole team!  Good or bad!

A Team is never ending work.

A Team doesn’t need reminding it is a team...

There is nothing more powerful or exciting than a team in full flight...

 

Posted by SA

 

Quoaster Goodness....!

OMG

THREE REASONS TO ORDER YOUR

KOTUKU STERILISATION POUCHES

1. 10% OFF when you order by the carton

2. EXTRA 5% OFF when you order in the Kotuku Kombo

3. DOUBLE your Jetplanes when you order your pouches this month!

Click here to find out more....