Here and there, random thoughts on food, photos, marketing, & customer service

Update 2/1/11: Many Bloggers are looking for swift Internet Blog justice when they write a Blog article on something that happened to them. I’m sure you’ve seen them. The Barista at Starbucks has a bad day, looks at the customer the wrong way, forgets to put whipped cream on his carmel flavored hot drinky drink coffee and BAM! Later that morning, the Blogger pens a snarky Blog post (quite possibly while working for someone else at his crappy dead end job) about how upset he is that some other bastard in another dead end job wronged him and skunked up his normally quite tasty $5 morning coffee. The world’s a horrible place, we know (stop drinking corporate coffee and things might be a tad better BTW).

When I wrote this I cited two visits that happened at two different locations, with two different unhappy workers. In the case of the place I went first, I had been there many time before and out of the dozen or so times I was there, I only once talked to someone who I thought was nice to me. I’m not the kindest or friendliest looking guy when I am on my way to get my arm punched full of holes (again). I come in my work clothes, and well yes I do look an INS/ICE agent with my black boots, and work jacket, I am actually a nice guy. I know dealing with unhappy, low-income people all day is most likely a thankless job, so I am ALWAYS super polite when I come in. Don’t forget these folks can make me pay by way of the needle, so I am ALWAYS on my best behavior when I come in. My point here is that while I detailed these two incidents, there were plenty of other times I visited this same center, where I was subjected to less than kind medical services. And while this post is about me, I heard plenty from the loud mouths behind the counter. I’m sorry I have excellent hearing and they are not exactly discreet. I heard the same lady I had issues with tell a nice hispanic couple who were trying to figure out how to have a seaman analysis performed. She told them something along the lines that it could not be done at this office, but a sample could be dropped off at another office. When the poor man asked how a sample should be tendered at the office and if there was a “place” that could be done, She said no there was no place, but if he stopped at the McDonald’s near the other office, he could “produce” a sample there in the bathroom and rush it over so it was fresh to the nearby office. That’s just one thing I heard while waiting, and waiting for my turn to be stabbed. Someone would approach the counter, and she’d stick out her hand and say “PAPERWORK!”. Not cool at all.

I’m telling you, this was not a case of me being a baby, but a real issue with our healthcare system and the people working for Quest. Did the regional manager for Quest reach out to me? Yes he did. Was he extremely nice? He sure was. Did he do something about it, I think he did. From what I understand from the “community” of people that are forced to endure repeated blood draws, the person who gave me so much trouble is no longer with Quest. How does someone that is so upset stay on in a what they must feel is a terrible job without management not knowing about the issue? No clue.

Companies should be on top of this, they should be following up with clients. When a real complaint comes down the line, it should be handled swiftly by people who are able to do something about it. The first response from Quest hould have not been a “canned” form letter, and in my mind should have warranted a phone call to me right away.

In any case, I’m grateful that Quest did take action to ensure this person did not have the chance to do any more damage. If you read the update below, I am now going to a different Quest office with much better results.

What’s should be done with a Blog post now that problem has been solved, the offending company has apologized, and I’ve moved on? Do you delete the post? I don’t know.

Update 1/7/11: I still go visit Quest Diagnostics once a month, however I now go to a different location that is south of Glen Burnie. There I have discovered the polar opposite of the staff that I had so much issue with in the two Glen Burnie centers. I now see a phlebotomist named Theresa who takes wonderful care of me. I’ve been to see her three times already and she always asks how I’m doing and she always wishes me well when I leave. She might be the most wonderful medical service provider I have ever run across. Also the Quest office that I now go to is totally clean, up to date, and looks great.

Because I’m waiting for a kidney transplant, I have to get a blood sample to Johns Hopkins once a month. I also have to be regularly tested so my nephrologist can monitor my kidney function. As a result, I’ve become quite familiar with Quest Diagnostics, as that’s where I go to get my blood drawn.

These centers The centers I have visited recently are staffed by unhappy people, who appear to hate their jobs and seem to relish making my life as difficult as possible. I admit I have some strange issues and because I bring my own blood sample vial for Johns Hopkins, I’ll admit it’s not normal. However, I show up with the the sample vial and it’s shipping box and every time they pretend like they have never seen me before and bitch up a storm about how this is a pain for them.

Since these people stick sharp objects into me, I’ve resisted the urge to complain or post something that is not exactly a compliment here on my Blog.

Here’s the letter that I recently sent Quest to let them know how I feel.

Dear Quest Diagnostics,

I went to the Quest Diagnostics Oakwood Road center in Glen Burnie, MD on Monday (8/2/10) near the end of the day, and the person who was staffing that office was there alone and not happy about it. She was busy. I tried to make an appointment on-line, but the Quest website was down, so I did not know this office closed at 3:00 PM. She slammed things around, made lots of bad body language cues, and was just generally not helpful or friendly. Because I had a priority draw, she would not do it because it was so late and that office does not do those anyways. There is no way I could have known that. When I noticed her body language and was made aware that the office was closing soon by her stomping across the office and locking the door, I offered to leave. She did offer to take care of me, “because I was there”, but I soon found out she could not. She then was like “I can do this one, but not this one,” (I had two orders) I told her I would rather just do the blood draw thing one time and left. This was not the first time I’ve run into this person, and every time I come to visit (once a month), I get the same attitude.

I then went the next day (Tuesday 8/3/10) to the Hospital Drive office, also in Glen Burnie, MD where it was not much better. I made an appointment on-line for 12:00 Noon. I arrived 15 minutes early to a clogged waiting room, and a huge line of people. I signed in and then waited for about 5 minutes, when nothing happened, I left to use the bathroom and made a quick phone call, but was back by 11:55. I went up to the counter and the lady was like “I called you three times, and you did not answer”. “See this”, pointing to the clipboard “I wrote no answer because you were NOT here!” I told her that I was sorry and that I was indeed there for the 12:00 Noon appointment. I waited over 30 minutes until I was put in a room, where I then waited another 5 minutes or so. I’m sure she was punishing me for not being there when she called my name, but I was indeed there in time for my appointment. She had the same bad attitude and body language as the other center. While I waited around the corner, out of sight of the window, I could hear her doing her work. She would pick up a rubber stamp, and stamp something so hard the entire room could hear the crash it made as she slammed it down. Same thing held true for her stapler. She’d bang down on that so hard it sounded as if she was causing harm to herself. She talked loudly, had no respect for anyone, not even for clients who addressed her with respect.

I’m sick and waiting for a kidney transplant. I’m sure many of the other people waiting here in your offices are also sick or not feeling well. These paying “customers” often have no choice but come to your lab to have a blood sample drawn. All of them deserve your employee’s respect as they try to comply with all of the rules and regulations that they must endure in order to meet the requirements. Many have never been to your office before, and they have no idea what’s going on, but that’s no reason not to treat these folks with respect.

If your workers are unhappy, then they should seek employment elsewhere, and your management should take steps to ensure your paying customers are not berated by your employees.

Update 8/9/10: Here is their response. I have not included the personal contact info that was included with the letter:

Thank you for your inquiry regarding the service you received during
your recent visit to the Patient Service Centers (PSC)located in Glen
Burnie, Md. We strive for excellence in our PSCs and feedback from our
patients is crucial in providing us with direction for improvement. I
personally get involved with the investigation and the implementation of
any training that we may need to do for areas that are in need of
improvement.

When visiting one of our PSCs our patients should always be treated with
a high degree of quality service. I apologize that you did not
experience this with us on your visit. I will promptly work with the
staff at this location(s).

Thank you again for taking the time to send to me the comments. I hope
that we will have the opportunity to service you in the future. Please
feel free to contact me directly, in the future, if you should have any
further questions or concerns.

Update 8/9/10: I continue to have to have my blood drawn, so I decided to try a different Quest office in Crofton, Maryland. I’m happy to report it was nothing like my prior issues with the two Glen Burnie offices that I had been going to. The person who was in the office was cheerful, happy to see me, figured out my weird paperwork in about 2 minutes, and performed my blood draw quickly with no pain or discomfort. Also, if you read the comments, someone else from Quest is looking into the situation. I will let you know what happens regarding that.

Worst domestic sales e-mail from a known local business that I’ve never dealt with before and never asked to be added to their e-mail list.

Yes, the title of this Blog post is a mouthful but it’s true. We’re at a loss to how we ended up on this business’s ill fated e-mail list. Since they are local, I can only assume they copied my wife’s e-mail address out of the PTA directory. Using the data from a school directory to sell something is one of the lowest things anyone could do, and it’s an e-mail marketing cardinal sin. Most directories of this type, including ours have a note right up front that say using the data in the PTA directory for commercial endeavors is strictly forbidden.

It’s one thing to SPAM an e-mail list that come from an unknown source and goes to millions of people. But here in the small community of Severna Park/Millersville/Arnold this kind of nonsense will earn you a one way ticket to a terrible reputation.

What’s worse is the misspelling of two separate significant and important holidays that this guy is obviously not familiar with. In fact, this may be the worst misspelling of Hanukkah and Kwanzaa ever. Ok, I get it, it’s a holiday themed e-mail that that is meant to be multi-cultural and gives shout outs to several religious holidays. If that is the case, why on earth would you just randomly sprinkle holiday greetings in the body of your e-mail. That has to be breaking some kind of e-mail or marketing rule

Let’s hope that atheists are not offended by the blessing at the end of the e-mail.

Here’s the e-mail with names redacted. Also, the formatting of this e-mail is exactly how it appeared in the original e-mail:

Christmas is tough for so many of us this year.  It is just the reality than we live in.
At XXXXXXXXXXXXX I am getting about 2 calls a day asking these questions.  What computer brand should I buy?  Are mini computers worth the money?  Are refurbished computer reliable.  It sounds like we just do not have as much money to spend on Christmas this year.
Let me ask you a question.  If I could get your computer back to the same condition it was in when you purchased it for less than half the price of a new mini computer, would you be interested.  I will also save all the music, pictures, and records you want to save.  (MERRY CHRISTMAS)  You do not have to pay a lot of money to get your computer back to peak performance. 
We are all in this thing together.  Therefore, I will give a $25 discount for any computer repair related to virus, spyware, or malware infections.
(HAPPY HANIKAH)  We will get your computer back to the functionality you need. 
Also if you get the computer to XXXXXXXXXXXXX by Sunday 12-20-09, I guarantee you will get your computer back by Christmas (barring ordering parts).  If you bring your computer in by 12-28-09, I guarantee your computer back by 1-3-10.  So if your child is having trouble with their computer in college, bring it in and we will clean it up before they return.  (HAPPY QUANZA)
Lastly, we always give a free diagnostic test for any computer repair.  You do not have to pay me a lot of money to look at your computer.  We will find out what is wrong, call you with the price, if you approve you get a fast computer again for less.  If you don’t’ approve, come pickup the computer and we part friends.  (HAPPY HOLIDAYS)
Remember all guarantees on repair completion are a case by case basis and are subject to approval. 
All of us at XXXXXXXXXXXXX hope we can help your family in this time of need.  Be safe, have fun, and love that family this Holiday Season.  Take care and may God bless.
 
P.S.  Remember, gift certificates to the gaming center make great last minute Christmas gifts for kids of all ages.
 

Using Twitter to keep clients and prospects informed and in touch is a fantastic business tool. If your followers are following you to obtain useful information about your field of expertise or your company, then don’t alienate them by posting too frequently or posting useless info.

I follow 55 people, companies, and organizations that help me keep a finger on the pulse of my clients, friends, and what’s happening in Annapolis and Baltimore. I know there’s lots of folks that follow far more than that. I also know that many users also automatically “follow” anyone that follows them. That’s a nice gesture, but are you kidding me? How are you going to keep up with updates from 500 people? That makes Twitter and the valuable information it contains totally useless. Talk about info overload!

Several months ago I was following a buddy who is a very involved Twitter user in area who is very well connected in the Twitter community, but he updated to Twitter just too much. I could not stand it. I kept hoping that the frequent Tweets would pay off and help me stay informed and connect with more business and information in the region. I know this guy personally, but after six months I stopped following him. I hung in there until I just could not stand it anymore. He also Tweets for his company as well and I also follow them (until today). Same problem. He just could not stop tweeting about stuff that just had no meaning to me. I don’t think it’s only me (at least I hope not).

I use Tweetie to stay in touch with Twitter, and this morning he had 10 posts in a row about what a nice day it was, how great it was to be alive, and hello to this person, and thanks to that person, and follow this person or that person, or how certain people were cool or whatever was too much to handle. I stopped following the company behind that Twitter account. I feel bad about it, as I know I’ll be missing out on some info gems that are scattered in between the other useless info. As time went on the useful info declined while incessant useless static was posted.

I dropped another guy today too. He posted 10 or more posts in a row with #followfriday info. Okay that’s cool, but do you really expect people to put up with that? I don’t have time to click on over 100 Twitter users to see if I want to also follow them. This is not some random dude either, he’s a regional marketing player with good connections. I stated following him based on a recommendation from someone else (via Twitter), and because of where he works and who he is, it looked to be a great person to follow. Nope. He just posted useless info and “social” stuff.

I don’t mean to be a sour puss, but If you post useless info ten times in a row, people are going to drop you. I see Twitter users post complaints about losing followers all the time, I know some of it is Twitter SPAM, but I think much of it is folks dropping off because of the white Twitter noise.

There are people on Twitter with massive amounts of followers, and some of them have figured out how to build an army of followers. They don’t do it by following everyone in the universe, they do it by posting useful, interesting, relevant, and sometimes funny posts. A good example is Scott Bourne (http://twitter.com/ScottBourne) he’s a pro photographer (it’s a hobby of of mine). Some of his posts are annoying, but not too many of them. He also posts ALOT, but they all mostly contain info that I want to know about. Lots of his posts are self promoting, but there’s lots of other good info liberally mixed in. You know it’s the real deal when you’re following 188 people and you have 23,430 people following you!

Ok, what am I looking for? I want cool info on cool, in-touch people who are experts in their field and have interesting things to say. Not everything has to be up my alley, but as long as the ratio of interesting and compelling info is greater then the in between tweets of looking for a couch to crash on in the UK (which is somehow funny anyways) then we’re cool. Look up Dave Troy (http://twitter.com/davetroy) if you’re looking for an example of another person using Twitter the right way. You might get a few tweets in a row but they mostly have meaning. He does stuff, but he posts about the stuff that is “interesting” and “compelling”. He might tell you that he’s thinking about picking out some wine for dinner, but you won’t hear about that topic again, and the wine he talks about sounds pretty good too! (Ok, Dave’s a pal, but the other guy I dropped is a friend too).

If you want to throw out a tweet about what’s for lunch, that’s cool (Let’s hope it’s vegan) but make it interesting, and don’t do it everyday. If you do, that’s going to get real old real fast. If you’re trying to use Twitter for business, then your clients (and potential clients are watching) don’t piss them off.

I’m assuming that the folks following MacMedics (http://twitter.com/macmedics) are people who want to hear about stuff about Macs. I’ve never posted my wine choices or where I’m heading for lunch to them. They are important as they help pay the rent, and to me it’s a “professional” relationship. Ever hear the saying don’t mix business with pleasure? I have a personal Twitter account (http://twitter.com/danastibolt) where I post announcements about my personal Blog, funny pictures, what I’m having for lunch every now and again. everyone who follows there there is a friend, I’m assuming that’s what they want to hear about.

I’ve picked up some vegan followers based on my posts about vegan issues, so I have a few “followers” too, but I don’t abuse them.

Keep your posts revenant and your followers will thank you by continuing to follow you. If they do, then it’s a win-win situation for everyone.

I happened to be in Ocean City, Maryland this fourth of July (as well as last year). When I’ve been here for the holiday, I’ve been amazed at the amount of money that folks spend on contraband fireworks to set off on the beach. We end up getting a semi-pro firework display right in front of where we stay. The privately funded display seems to go on forever. So thank you to the people the illegally import fireworks and then set them off for everyone’s enjoyment. I am however saddened by the amount of trash that these fireworks generate, and the careless disregard to the beach and the people who enjoy it.

Today while we walked the beach, we picked up countless spent fireworks. I know it’s fun to shoot this stuff off, but how about some general clean up. On the topic of cleaning up why can’t the people staying in Ocean City pick up after themselves? Beer cans, water bottles, broken beach chairs and umbrellas, and countless amounts of everything else you can imagine littered the beach this morning.

I came across a group of guys standing on the beach drinking beer. I could not help but notice the shallow pit they had dug and filled with beer cans. I’m hoping that they did that to keep them from rolling away, and they were not buried later. What happened to the “No Drinking on the beach” rules anyways?

It’s a beach folks, can’t we just keep it clean? I’m not a freak for rules enforcement, but it appears that Ocean City is doing nothing to enforce any of the rules they have set forth. People should not have to pick their way though the trash that other people have left behind.