Approximately 14 months ago I had a routine physical. It’s now over a year later and I am still trying to get the insurance company (Aetna) the lab (Sonora Quest) and the doctors office to cover the cost of the blood work on a routine physical examination which is included in my plan.
Over the course of the year on multiple conference calls about improper coding and who’s to blame between the 3 of them, I have on numerous times heard the following statements:
- “I’m so sorry Mr. Contrera, I promise I will get this handled”
- “I promise to call you back”
- “We value you as a customer!”
The most recent conversation went something like this: “Mr Contrera has anyone ever told you that your plan has a $200 limit for a physical examination and that includes the Doctors visit, consultation, and any blood work associated with your visit?”
My response, “So let me see if I understand you, I’ve payed you over $6000.00 in premiums, I go to the doctor once a year for a physical, and it’s not covered because you limit the cost to a paltry $200 which barely covers the cost of walking in his office? AND it took you 14 months to come up with that brilliant answer? Well to be honest … that’s makes me sick!”
- The issue is still not resolved.
- No one has ever called me back when they said they would, I’ve always had to call them back to follow up.
- I will never do business with the doctor, the insurance company, or Sonora Quest Laboratories again!
I’ve Been Keured!!
Over a year ago I bought a Keurig coffee maker which just recently stopped working. When I called on March 17th and was asked when I purchased my machine I told them the truth, March 10 th of last year (It carries a 1 year limited warranty). Bottom line: I was beyond the warranty period.
To my surprise Amy the young lady on the phone turned me over to Frank the technical expert who walked me through a process and then said, “Well Mr Contrera looks like we’ll have to replace the machine, let’s get you taken care of!”
Today is March 23rd I have a brand new Keurig coffeemaker sitting on my counter … it showed up yesterday, within 5 days of my conversation with customer service. It carries a brand new 1 year warranty.
- Buying a new Keurig coffee machine over a year ago … $154.00.
- Enjoying a freshly brewed cup of chocolate raspberry coffee on my brand new Keurig coffeemaker this morning …. $0.00!
- Having a customer for life … priceless!!
Why is it that some companies “get it” and some companies don’t? You and your company make decisions everyday that communicate to your customers whether you value them or you don’t.
How you treat your customers determines whether you find yourself continuously replacing the ones that you’ve lost (as a result of delivering poor products or providing lousy service) or actually growing your loyal customer base and your sales revenue.
How Do Treat Your Customers?
- Do you make it difficult to resolve problems your customers have with your products or your service?
- Do you misrepresent the truth or hide it in the small print or in a fast talking words of the announcer at the end of a commercial?
- Are you flexible with your policies living by the spirit of the law rather than the law?
- Are the people who interact with your customers the most (customer service, inside salespeople, accounting, etc.) trained and knowledgeable or do they make promises that they don’t keep and give answers simply to get the customer off the phone?
- Do you have customers for life or customers for the moment?
Remember: It costs 5 times more to find a new customer than it is does to keep an old one!
One last thing: Did I tell you that my Keurig coffee machine makes the best coffee I’ve ever brewed at home … I highly recommend that you buy one … it is well worth the investment!