We moan a lot when things are done badly, so let’s remember to say “thanks, well done” when things are done well. I have two instances where I would just like to say a little thank you and recognise good service: one from the AA and one from the NHS.
People criticise the NHS (National Health Service, for my non-UK readers), and my little example might seem trivial, but how about this for good service. I was moaning about some random ache or pain, so at 8.30 am my wife phoned our GP’s surgery to see when there might be an appointment for me. The receptionist offered me an immediate appointment and I saw the doctor at 9.15. The doctor thought that since I hadn’t been in for a while, and I am not as young as I used to be, perhaps I should have a bit of an MOT so he put me into the system for a blood test and an x-ray, both of which could be done at my convenience without appointment at the local hospital under the NHS. He printed out the paperwork for me to take away with me, and I thought that since I was free I might as well go for the x-ray right away. No queue at the clinic, got in without a wait, and by 10am the x-ray was done. Couldn’t do the blood test because they had to do it when I hadn’t eaten, so we saved that for the next day. Pitched up at the hospital bright and early and the blood tests were all done by 8.30am. So, within the space of 24 hours, we phoned the surgery, had an appointment, went for an x-ray and got a full set of blood tests. That’s good service, NHS. Well done.
Since the first example was about the doctor giving me an MOT, it seems appropriate that my second example is to do with the car. It’s an old SEAT Ibiza, getting to the age where a few little things are starting to go downhill. Rather like myself. So, anyway, a warning light comes on. I look in the handbook and it says “check with your dealer, this could be serious”. I ring the dealer and they say I can drive it in, but they will charge me £80 just to do a diagnostic test, regardless of whether they find anything to fix! Also, they said, they can’t guarantee that it will be safe to drive it in with that warning light on. Not much help, and a rip off. So I ring the AA (Automobile Association) for advice. “Don’t worry” they say, “we’ll come out and have a look”. The come, they look, they fix it. Turns out that the warning light was just saying that one of the brake lights was faulty. The AA man fixed the brake lights, reset the warning light, and didn’t even charge me for the new bulb. Compare that with the dealer who didn’t mention that it could simply be a faulty bulb and who was going to charge me £80 just to take a look. Yes, I pay an annual membership for the AA, but instances like this make it seem very worthwhile. Well done to the AA: great service. To the dealer: you just lost yourself a potential future customer.
Credit where it is due, and voting with your feet when service is poor. That’s my message for today!