When you say, “thank you” they say, “no problem” as if “you’re welcome” has been banished to the hinterlands. Asking the person wearing a store uniform and name tag a question about the location of a standard item only to be waved off to the other side of the store. A tech company calling repeatedly about upgrading your account. A utility company that stalls an urgent service delivery because “we’d have to bump someone else to fit you in. Don’t worry, you’ll be fine.” Radiology tech who insists the procedure is too complicated to explain to you. A line out the door at the gulag that is your neighborhood post office.
Questionable telephone behavior. Receptionists who refuse to make eye contact. Medical offices that cut you off during your third call trying to make an appointment.
It’s the difference between successful businesses and the ones that vanish into thin air.
Did you know that on average, businesses don’t hear from 96% of unhappy customers? For every complaint received, there are 24 people who don’t complain. More than 90% of customers who are dissatisfied with the service they receive will not buy again or come back.
And there’s more!
A dissatisfied customer will tell between 9-15 people about the bad experience. Around 13% of dissatisfied customers tell more than 20 people. What you may ask, does this have to do with teen pregnancy prevention? Simple, teens are customers and consumers of health care services regardless of who does the paying. As such, they can be your best advertisement or your worst enemy.
Teens who are treated with courtesy and respect, who get their questions answered, who are not shamed or misled about seeking “confidential” services, who if they don’t know their rights, trust that you will tell them the truth, who know your name and have your number, are much more likely to return. That’s also true for teens getting health education, applying for benefits, using the library or any other publicly funded program or service. When you want to know whether a business is worth your time, you may turn to YELP. But where do teens turn to find out whether a health clinic is teen friendly?
Think about your customer service experiences and if you’d like to share them with our readers, drop them in the comments section. Good or bad, let’s look at customer service in Washington, D.C. especially where teens are concerned.
3. White House Office of Consumer Affairs.