I eat, sleep, and breathe customer service, and lately I’ve been thinking a lot about how difficult great service is to find anymore. The wheels started turning while I was reading a Peteac Communications book that examined their personalized customer service model. Then Voalte participated in a few Fall trade shows and, lo and behold, the theme for one was “Because it’s Personal.” It seems ironic that everywhere I turn, people are talking about stellar, “above-and-beyond” customer service, yet it’s tough to find companies actually doing anything about it. But not impossible…
I was at the grocery store the other day and as I made my way through the checkout, the cashier pleasantly inquired whether I had found everything I needed. We both chuckled at my usual response: “Yes, as well as several things that I don’t need!” As she scanned my items, she noticed a bag of lettuce was open. Before I could blink or ask, the gentleman bagging my groceries was off and running to fetch me an unopened one. Now, if that’s not stellar customer service, going the extra mile, and making it “personal,” I don’t know what is.
So, how do we at Voalte make personal connections with all of our customers? We start by providing them with their very own Voalte Care Specialist (VCS). Each Voalte-integrated hospital has a VCS (our larger sites have two!), who not only knows and practices our Voalte values, but is also a member of the hospital’s local community and is familiar with regional nuances. Each VCS familiarizes him/herself with the hospital’s unique policies and procedures surrounding Voalte, and gets to know staff on the units. They make weekly site visits to orientate new Voalters, touch base with veterans, troubleshoot, and above all – listen. The VCS takes seriously Voalte’s recognition that our users were fundamental in building the app, and are just as critical now as we continue to update and improve it. VCSs strive to know their hospitals well enough to anticipate (and head off) problems and issues, but they also listen - to users’ suggestions, compliments, comments, and frustrations. Then they report back to Sarasota. VCSs play a key role in helping to make a user’s idea become a reality inside the Voalte One solution.
Regardless of the style a company chooses to provide it, excellent customer service, executed well, breeds loyalty. Period. Consumers want their experiences to be effortless, and provided flawlessly. When a company exceeds expectations, not only will they keep coming back, they’ll insist that their friends and colleagues do as well. Voalte works hard every day to earn new “raving fans.” Coming up with the VCS program to go the extra mile for our users is just one example of how we stay in tune with their needs.
In other words, we genuinely love running to get the fresh bag of lettuce before y’all ask. :)