My wife was on the phone yesterday, trying to fix an issue with Verizon wireless, our cell phone provider.
They sent her a shiny new phone, but she was having problems trying to get the $150 rebate for the phone.
So she was on the line with a rep — then on hold — then on with the rep — then on hold and so on for about 45 minutes.
In the end, the rep didn’t really help her. All the rep could tell my wife was that she needed to visit a Verizon store 60 miles away in Helena, Montana.
At the end of the call, the rep asks, “was your experience with me pleasurable today?”
Ha. She said pleasurable.
Anyway, my wife said with sarcasm, “oh yes of course.” I would have said something different, but whatever.
Then she hangs up.
And a couple seconds later, my wife’s phone starts ringing with an out of state number. My wife sends the call to voice mail.
But the same number calls back.
My wife answers, and it’s Verizon.
This time, it was the representative’s supervisor!
You know how they always say “this call may be monitored”? In this case, my wife’s call must have been monitored!
Anyway, the supervisor said she knew my wife wasn’t happy with the results of her call. Then the supervisor fixed my wife up with the rebate, and a few minutes later I got a text message indicating the rebate had been applied!
So Verizon’s system of monitoring reps and the customer service worked in this case!
I have no such system of a higher up monitoring my phone calls and making sure my lab does a good job of taking care of its clients. Of course, the NSA might be monitoring our call, but that’s another e-mail. ;^)
In fact, you just deal with me.
No multi-layered bureacracy to work through.
No complicated automated phone system to try and navigate, that always guesses wrong when it asks you to speak your request.
I don’t even have a hold button on my phone!
This means that you work with us directly as we test your material, whether it is frac sand, barite, rare earth metal ore, or whatever else you want us to test for you.
This means that if you want a customized table showing your results, I put it together and ask you how it looks.
In the case of one of my current outstanding clients, he replied back “perfect” when I asked him how his frac sand testing results table looked. He is planning on using it in a presentation to potential buyers. He is quite happy.
My lab offers informal, personalized service, so we might not be for everyone. If a client is looking for a big, *slick*, commercial lab to work with, they should probably steer clear of us.
For those that want to deal with a real person for their testing services, give us call or send us an e-mail.
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