OK, I really like to discover exceptions to the rule . . . and boy did I find one . . .not more than 48 hours after a recent, totally relevant post ("I Think They Want My Business. But, They're Not Open.").
I've been an avid skier for most of my life (yes, I've tried snowboarding but I just can't seem to kick the ski bug) and recently had the ill fortune of hearing my knee pop loudly while making a turn. In reality, the sound of the pop was much more frightful than the actual pain I experienced. Needless to say, my doctor said, "Son, we're gonna have to do an MRI to find out what kind of damage you've inflicted on yourself."
So I called the MRI lab to set up an appointment and they said, "We have openings tonight at either 9pm or 10pm. Will either of these work for you?" 9pm? 10pm? Aside from the few middle-of-the-night visits that I have had to make at one time or another to an emergency room I have never heard of a medical facility being open that late. It was so refreshing to hear but, I must admit, it seemed way too good to be true. Have you ever seen the show "Punked"? Well, I immediately envisioned myself showing up to my 10pm MRI appointment only to have Ashton Kutcher wearing a white lab coat, along with a camera crew, come barreling through the lab door. "Very funny Ash, joke's on me. I'll get you back wiseguy!"
Getting a hold of myself and breaking the vision of grandeur (like Ashton Kutcher would actually have the clout to organize a prank on me!) I scheduled the the MRI for that evening. While there I asked the receptionist about the late night hours and she said they will even stay open later than 10pm if necessary to fit the customer's schedule.
Guess what? Some companies actually do get it, don't they? Here's to those that are putting the customer first! If you own or manage a company, and are not already focusing on your customer's needs instead of your own, take note! It may actually help you trample your competition or, at the very least, keep them from trampling you.
- chillin' at the cooler. Mark Willingham
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