A Tale of Two Customer Processes

 Over the past week I have experienced two types of customer processes that each in its own right was as equally bad as the other was good.

The first process was Dell Computers. I had a problem with a Screen Pop-Up that began showing up on all my screens when I attempted to get Map directions for my upcoming Cataract Surgery at an outpatient surgery center (The second Process).

My computer concern was that was I was hijacked from a website and that information was being taken from my PC or passed back to a third party through the internet.

Being a retired Quality and Process Improvement person for over 45 years I am always critical and very praiseful when I see good and bad processes.

What follows is the Email that I sent to a Dell Technician’s Supervisor after spending over seven hours on the phone with four different reps. Names are changes to initials…

I would like to commend G.G. for excellent customer Service. I spent over SEVEN hours on the phone with FOUR different Dell Reps before my problem hopefully is now resolved. 

The first rep J.W. took information (Suspicious Pop-Up on Google Chrome) from me and I sent him a screen shot of my problem while on hold. After a half hour of waiting for him to get back to me the phone was disconnected. I sent him an Email and he responded the problem was on his end and he would get back to me. I waited over an hour and sent 2 emails asking for response/status - Nothing happened, and he did not respond.

I called back and got N.M. who spent 3-4 hours on the phone trying to fix the problem. N.M. took remote access and uninstalled and reloaded Chrome which we thought fixed the problem. She then said I had updates that needed to be done (Windows and Dell). While she ran these updates a number of problems (Waiting hours to finish) and restarts began to happen. She had me restart using F2 Key and other problems started. a BIT LOCK Recovery screen showed up and then I had no idea what to do and the laptop kept shutting down. Our phone connection was disconnected, and I waited for a call back which never came.

I again called back and talked to a gentleman (Never did get his name). I was very frustrated and asked him to contact N.M. that I needed help. He said he chatted with her, and she was now on another call with a customer (UNBELIEVABLELY Frustrated now). He said she could call me back later but did not know when. He started to help and after 15 minutes later we are disconnected. NO CALL BACK AGAIN (Even though he had my number).

I called again and got G.G. She assured me (like the others) she would help me. We spent several hours going through the problems and trying to get a 46-digit BIT Lock Recovery Code from Microsoft using my cell phone. Once this was done, she was able to see the Pop-up (It returned). She determined it was a google map “extension” and removed it promptly. She then went through the PC with me (Remote Access). We waited a long time for the PC to recover and make sure the Bit Lock Recovery was fixed (I hope). My PC is now doing another update as I write, and she said this would take a long time (I hope all goes well). 

I wanted you to know I am a Senior Citizen, and the Dell Reps were patient (Especially G.G. and N.M. before she dropped me).

I am a retired Quality and Customer Service National Director from a major communications company and former adjunct instructor of business for Central Michigan University. 

 I wanted to take the time to commend GG for a job well done. Somewhere in your process there were numerous breakdowns which has caused me grief and an uncomfortable feeling that my PC is still compromised. 

It has been 4 days since I sent the Email, and I was expecting a response from the Dell supervisor – Nothing as of yet.

Dr. Deming and other quality and process gurus would be disappointed.

Update February 14th,

I received an Email from a Dell Supervisor today expressing his apologies for himself his people and his company for the way my call was handled over two weeks ago. In addition, he said my case would be used to enhance their training process. I responded promptly thanking him for his response.

Second Process -

One of the aging issues one gets is failing eyesight due to Cataracts. My Optometrist sent me to the Ophthalmic Specialists of Michigan (OSM). I was amazed the efficiency and effectiveness of their operation. From the moment I entered the door I was greeted by two receptionists with very outgoing and bubbly attitudes for welcoming patients. After taking my information I was seated in the waiting room and within 10 minutes I was called back to the first of three eye specialist technicians that each had a process (Check current glasses and prescription, Eye Drops, Measurements, Eye Tests) for me to follow before seeing the Eye Surgeon.

The Doctor was kind and brief and explained I needed new lens in both of my eyes and that I would see great again. After he left, I saw another technician and then a scheduler who went over all of the procedures and medical information. She also set up all of my visits for surgery and post-checks.

Today, I had my first surgery at a different location and again the process was smooth, timely and very professional. As soon as I entered the surgery room, I was met by two nurses who set me up for surgery and explained the process. Next a Medical Doctor came over to check my health and vitals. Then the Nurse Anesthetist set me up and the next thing I knew I was in recovery and put in a wheelchair and my wife pulled the car around and I was on my way home.

I have a follow-up appointment tomorrow and back in 2 weeks for my other new lens. OMS has already followed-up with me today to make sure I was all right.

Time and Motion experts - Frank B. and Lillian M. Gilbreth would be proud!

When I first pulled in to the two different locations parking lots, they were extremely busy, and it looked like it was going to be a mess. Instead, they operate like and Beehive and Ant Hill with structured and the good type of chaos that every company should strive for if they want excellent customer service and most importantly returning customers’ that tell other people of their experiences (Both good and Bad).